Examining with only 4 buttons What is the effectiveness of customer satisfaction?

ByKecko

"HappyOrNot Smiley TerminalIsHappyOrNotDeveloped byCustomer satisfactionIt is a device to easily examine. Put the question on the panel of the smiley terminal with paper and the user simply inputs the answer by pressing one of the four buttons at the terminal. The buttons are color coded into four colors, green is "very happy", yellow green is "happy", pink is "dissatisfied", red is "very dissatisfied", and expressions are drawn on buttons Therefore, it is an intuitive interface that is intuitive. Overseas media "The New YorkerFrom the article of "HappyOrNot Smiley Terminal" you can see what effect it had.

Customer Satisfaction at the Push of a Button | The New Yorker
https://www.newyorker.com/magazine/2018/02/05/customer-satisfaction-at-the-push-of-a-button

In a certain petrol station chain in Europe, we introduced "HappyOrNot Smiley Terminal", examined customer satisfaction with 150 stores and examined the evaluation results. By ranking, of course, the store with the highest satisfaction level and the lowest store will appear. Here, the executive who runs the gas station stand chain thinks that "Customer satisfaction may be affected by quality other than the quality of service", and tried replacing the manager of the first store with the manager of the lowest store Saw. Then, the customer satisfaction level of the lowest store became the 1st place, and conversely the customer satisfaction of the store which was the 1st place was the lowest, so this manager was fired.

ByMike Mozart

Surveys that took quite a lot of time by taking questionnaires so far have been greatly simplified by the appearance of "HappyOrNot". In order to correctly evaluate customer satisfaction, it is necessary to gather enough answers. However Amazon's product ratings that Amazon millions of people are accessing every day are also based on just a few answers and if there are many people who evaluate against the original evaluation in reverse, It may continue to be affected by the opposite evaluation.

If you introduce "HappyOrNot Smiley Terminal", you can receive thousands of evaluations a day. Although we do not know who got the evaluation from the terminal itself, we have recorded the evaluation time, and in a client who introduced "HappyOrNot", customer satisfaction of a particular shop will drop sharply at 10 o'clock every morning understood. When checking the state of the store with a security camera, it turned out that the work of a certain employee was slow, so re-educating the corresponding employee increased work speed and improved customer satisfaction .

ByClean Wal-Mart

The Swedish sofa retailer has a lot of sales from 4 pm to evening and there is little sales from morning to afternoon, so the officer says "What is wrong with employees working from morning until around 3 pm? In order to investigate "? HappyOrNot", we investigated customer satisfaction. Surprisingly, the time zone with the lowest customer satisfaction was after 4 pm. Therefore, in the hours after 4 p.m., I increased the sales staff and improved the profit. The officer who saw the result said, "I noticed that I had seen the problem from the wrong perspective for many years, because the revenues after 4 pm were relatively high, the possibility of getting higher profit originally I did not take into consideration "and I feel that the effect of the introduction of" HappyOrNot "is unbelievable.

In addition, HappyOrNot was not successful from the beginning of the year, it became famous in 2012.London Heathrow AirportAs the London Olympic Games approached, airport officials were flooded with travelers from overseas and were wary of staff response. So, at the airportSecurity checkWe set up "HappyOrNot Smiley Terminal" on the way past the gate. Since the contents entered into the terminal are displayed in real time, it has become easy to identify the staff with problems in response. Staff'sRearrangementBy doing, etc., we succeed in raising the satisfaction of passengers quickly, and it will be in the limelight.

Byoddharmonic

Also in 2013,NFLofSan Francisco 49ersBusiness person in charge of the business will measure the satisfaction level of the fans and introduce "HappyOrNot" in order to make improvements. I installed it in the entrance of the stadium, entrance and exit of the toilet, and at the kiosk, that he recorded fans' reactions 20,000 times in only one game. It is said that this figure was almost the same as the total number of answers received from fans in any questionnaire in the previous year. If the evaluation method is simple, many results can be collected.

HappyOrNot was founded in 2009 but "HappyOrNot Smiley Terminal" has already been installed in more than 100 countries and has registered more than 600 million answers that exceeded online ratings posted on Amazon, Yelp, etc. It seems. In addition, HappyOrNot has doubled revenue each year in the past few years from the time of article creation.