HappyOrNot Ltd. is a Finnish company that makes feedback terminals for measuring customer satisfaction. The terminals consist of four smiley-faced buttons that customers are invited to press to indicate whether they are very happy, happy, unhappy or very unhappy with the service they were provided. This information is used by companies to find points where they are providing suboptimal service and to improve it.
The products
The premise behind HappyOrNot’s products and services is that people are busy and don’t want to give up their time to provide feedback. Selecting sentiment from one of four smileys is easy, it takes no time at all and is anonymous. No thought is required, no analyzing service levels, for example on a scale from one to ten. Everyone can participate and provide feedback, there are no barriers due to age, culture or language. Additionally, those providing feedback do so anonymously without risk of identify theft thus companies are not required to reference GDPR requirements.
While the devices are used the collect the feedback; HappyOrNot analytical reporting assists clients with interpretation of the data. For example, a retail chain noted that their sales were stronger in the afternoon and was looking for the reason why mornings were not as good. Analytics revealed them that customers in the afternoon were in fact less satisfied with their service so if the amount of sales staff would be increased, sales would probably increase as well.
In addition to terminals, there are versions that work on smartphones and webpages.
The data that is collected by the devices is analyzed and used by companies to guide customer service and customer experience improvements. The service can also be used to monitor and measure employee sentiment. With devices in the workplace the companies can collect continuous feedback, quickly access and analyze reporting to be able to react immediately to situations that are occurring.
The terminals normally only upload data once a day (via the mobile phone network) to preserve the battery. Future versions are planned to require lower-powered Narrowband IoT technology that will allow terminals to be constantly connected.