Customer Satisfaction at the Push of a Button | The New Yorker


55 bookmarks. First posted by timmeb january 2018.


HappyOrNot’s terminals have logged more than six hundred million responses. Animation by Javier Jaén Audio: Listen to this story. To hear more feature stories,…
from instapaper
7 weeks ago by micahwalter
Discussion of HappyOrNot terminals. The terminals seem like a rare example of a useful, privacy-respecting technology. Ratings are credible because they are collected at a specific time in a known location.
happyornot  quantification  reviewing  new-yorker  !too-much-to-review  customer-satisfaction  !beyond-seven-review 
8 weeks ago by beyondseven
"A perennial challenge in polling is gathering responses from enough people to support meaningful conclusions. The challenge grows as the questions become more probing, since people who have the time and the inclination to fill out long, boring surveys aren’t necessarily representative customers. A single HappyOrNot terminal can register thousands of impressions in a day, from people who buy and people who don’t. The terminals are self-explanatory, and customers can use them without breaking stride. In the jargon of tech, giving feedback through HappyOrNot is 'frictionless'. And, although the responses are anonymous, they are time-stamped."
a:David-Owen★★  p:The-New-Yorker★★  d:2018.02.05  w:3500  customer-service  retail  happiness  surveillance  from instapaper
11 weeks ago by bankbryan
At 37 weeks pregnant, my greatest desire is to have these buttons everywhere to make everyone aware of my FEELINGS.
from twitter_favs
may 2018 by tomcoates
Customer Satisfaction at the Push of a Button
from twitter_favs
april 2018 by shawnday
In 2016, a European gas-station chain hired HappyOrNot, a small Finnish startup, to measure customer satisfaction at its hundred and fifty-plus outlets. One gas station rapidly emerged as the leader, and another as the distant laggard. via Pocket
IFTTT  Pocket 
april 2018 by domingogallardo
David Owen with a fascinating look at a super-simple system developed by a Finnish company for monitoring customer satisfaction:
<p>A single HappyOrNot terminal can register thousands of impressions in a day, from people who buy and people who don’t. The terminals are self-explanatory, and customers can use them without breaking stride. In the jargon of tech, giving feedback through HappyOrNot is “frictionless.” And, although the responses are anonymous, they are time-stamped. One client discovered that customer satisfaction in a particular store plummeted at ten o’clock every morning. Video from a closed-circuit security camera revealed that the drop was caused by an employee who began work at that hour and took a long time to get going. She was retrained, and the frowns went away.

Last year, a Swedish sofa retailer hired HappyOrNot to help it understand a sales problem in its stores. Revenues were high during the late afternoon and evening but low during the morning and early afternoon, and the retailer’s executives hadn’t been able to figure out what their daytime employees were doing wrong. The data from HappyOrNot’s terminals surprised them: customers felt the most satisfied during the hours when sales were low, and the least satisfied during the hours when sales were high. The executives realized that, for years, they’d looked at the problem the wrong way. Because late-day revenues had always been relatively high, the executives hadn’t considered the possibility that they should have been even higher. The company added more salespeople in the afternoon and evening, and earnings improved.

HappyOrNot was founded just eight years ago, but its terminals have already been installed in more than a hundred countries and have registered more than six hundred million responses—more than the number of online customer ratings ever posted on Amazon, Yelp, or TripAdvisor. HappyOrNot is profitable, and its revenues have doubled each year for the past several years; its clients have a habit of inquiring whether, by chance, the company is for sale—significant accomplishments for a still tiny enterprise whose leaders say that their ultimate goal is to change not just the way people think about customer satisfaction but also the way they think about happiness itself.</p>


They got their big break at Heathrow in 2012 ahead of the Olympics.
business  research  happyornot 
april 2018 by charlesarthur
Finally got to this and it is riveting: Customer Satisfaction at the Push of a Button
from twitter_favs
april 2018 by Arnte
Quote: "... It’s also reasonably certain that, no matter what you do for a living, becoming less aggravating to others while you’re on the job is likely to make you and your co-workers more contented as well. “At the end of the day, we all care about how we’re treated,” Theisen said."
customerservice  feedback  research  happiness  business 
march 2018 by ajohnson1200
HappyOrNot’s terminals have logged more than six hundred million responses. Animation by Javier Jaén Audio: Listen to this story. To hear more feature stories,…
from instapaper
february 2018 by mlinder
About the company that makes those wee smiley face satisfaction terminals that you see at airports. Simplicity of feedback triumphed by the volume you get and by using many of them across a building you can do fairly sophisticated analysis
business  analytics 
february 2018 by mr_stru
HappyOrNot’s terminals have logged more than six hundred million responses. Animation by Javier Jaén Audio: Listen to this story. To hear more feature stories,…
from instapaper
february 2018 by adamlogic
HN comments: Now THAT is what professional PR looks like.

input is low-fidelity, but super-fast/easy, so companies can respond in real-time, e.g. to stadium demands throughout a game. or use timestamps to go back and watch exact period to see what was wrong.
business 
february 2018 by sh
HappyOrNot terminals look simple, but the information they gather is revelatory.
society  psychology  emotion  happiness  business 
february 2018 by soobrosa
Compelling piece on insights gained from an extraordinarily simple tool:
from twitter_favs
february 2018 by aarontay
HappyOrNot terminals look simple, but the information they gather is revelatory.
customerservice  evaluation  feedback  research 
february 2018 by garrettc
HappyOrNot’s terminals have logged more than six hundred million responses. Animation by Javier Jaén Audio: Listen to this story. To hear more feature stories,…
from instapaper
february 2018 by jrheard
HappyOrNot was founded just eight years ago, but its terminals have already been installed in more than a hundred countries and have registered more than six hundred million responses—more than the number of online customer ratings ever posted on Amazon, Yelp, or TripAdvisor. HappyOrNot is profitable, and its revenues have doubled each year for the past several years; its clients have a habit of inquiring whether, by chance, the company is for sale—significant accomplishments for a still tiny enterprise whose leaders say that their ultimate goal is to change not just the way people think about customer satisfaction but also the way they think about happiness itself.
research  startups  analytics 
february 2018 by Chirael
HappyOrNot’s terminals have logged more than six hundred million responses. Animation by Javier Jaén In 2016, a European gas-station chain hired HappyOrNot, a…
from instapaper
february 2018 by disnet
RT : Know those smiley face customer satisfaction terminals at Heathrow? Here’s their story:
from twitter
february 2018 by mjs
Customer Experience data collection made simple - Finnish style via
cc
CX  from twitter_favs
february 2018 by samin
HappyOrNot terminals look simple, but the information they gather is revelatory.
february 2018 by mwa4
Very proud of what was able to do here.

Customer Satisfaction at the Push of a Button
from twitter_favs
january 2018 by jessedavidson
Audio: Listen to this story. To hear more feature stories, download the Audm app for your iPhone. In 2016, a European gas-station chain hired HappyOrNot, a small Finnish startup, to measure customer satisfaction at its hundred and fifty-plus outlets. via Pocket
IFTTT  Pocket 
january 2018 by archizoo