Consumer feedback is collected in many industries, including in healthcare where patient feedback contributes to a higher quality of care. Current collection methods include complaints, local surveys, and patient stories, but these methods yield low participation at high costs. Providers need affordable and effective ways to collect feedback, and smartphone applications present as suitable solutions. However, previous research shows that patients are hesitant to provide smartphone-based feedback in a care setting due to perceived risks and apparent futility of expecting change as a result. We will conduct a study to observe consumer behaviour using smartphones to provide service feedback in healthcare spaces versus non-healthcare spaces. We will identify addressable barriers that impact the adoption of smartphone technology to gather patient experience data in health care spaces.