HappyOrNot Aims to Change Customer Feedback

Getting client feedback is a challenge for any business organization. Contracting research firms is besides expensive for virtually companies. A wealth of online survey tools exist just they have inherent flaws. Yous tin can take well-written surveys that ask important questions but those insights are meaningless if customers don't really participate. Tampere, Republic of finland-based HappyOrNot is a startup that brings a novel arroyo toward customer and employee surveys. By using an extremely simplistic estimate of client satisfaction, HappyOrNot is designed to give businesses every bit many client survey impressions as possible.

HappyOrNot was founded less than a decade agone by Heikki Väänänen and Ville Levaniemi but its terminals take already been installed in more than 100 countries effectually the world. To date, HappyOrNot's client list includes more than 4,000 organizations and it continues to grow year over year. It has worked with such major companies as American Express, Avis, and IKEA. According to the visitor, it'south rapidly growing and aiming to entirely change the manner people provide and gauge feedback. We took some fourth dimension to speak with Levaniemi, co-founder and Executive Vice President, for an overview of the company's solution and what its goals are.

Extreme Simplicity

HappyOrNot is relatively unsophisticated compared to survey tools such as GetFeedback or SurveyGizmo. The solution is typically offered in the grade of a terminal with four concrete, emoji-like buttons. Users are asked to rate their experience by pressing one of the buttons. The first button is dark green and very happy, which is followed by light green and less happy, cherry and frowny, and nighttime red and very frowny (see image higher up). Data is instantly recorded and can exist uploaded to a companion awarding in which the client can follow the data in existent time.

According to Levaniemi, the simple tool has transformed its clients. "This all basically starts with information technology being extremely convenient for all parties involved," he said. "First, it actually doesn't take whatever effort or work from the customer. This comes from the easiness of pressing a unmarried button. Information technology'southward inviting to look at and has a friendly interface. Y'all don't need an app or subscription. Y'all don't need to exist afraid that nosotros are taking metadata from y'all."

What the system lacks in rich data (such as the open-ended insights you might get from a platform such equally Zoho Survey), information technology makes up for in customer participation. According to ane figure provided past the company, clients have seen response rates of upwards to eighty percentage.

Co-ordinate to Levaniemi, information technology is the nearly negative feedback push—the dark red frowny confront—that offers the almost valuable insight. "It is really important for a visitor to discover the 'de-satisfaction' level. It tells the visitor how much business they have lost because of a dissatisfied customer."

A lot of the value prospect of HappyOrNot is that the survey is recorded just after the client's experience, whether that'south in-person in a retail store or medical office or an online visit to an e-commerce webpage. Equally a result, businesses can look at patterns based on different times of the day. A retail store might find that certain employees may be giving customers a worse experience on their shift. An aerodrome could place problem areas in real time by looking at the app during a blitz.

"We find that this really makes the customer reflect on things that they had never considered before," said Levaniemi. "Clients could inquire themselves, 'How many people did we have working? Were nosotros doing something we weren't supposed to, similar unpacking boxes on the shop flooring?' The crimson feedback is extremely important."

The companion app offers business users real-time tracking of client impressions. Carrying on with the theme of user-friendliness, the app's "Quick View" looks more like a fettle tracker than an analytics tool. Businesses are given encouraging messages for improving their satisfaction ("Nice! Your performance improved terminal calendar week," reads one message) and are given unproblematic statistics from the previous week. More traditional options, such as visualized charts and trends, are as well available on the companion app.

Optional Insights

In addition to the physical buttons on the main kiosk, there is too a touchscreen version as well every bit a web version for online interactions. The touch-screen version offers a iii-tiered approach to the button presses. Customers are asked a showtime question, a follow-up choice, and an opportunity to provide open up feedback inside a text box. The web app, which typically appears after users make a payment, also lets users enter open feedback. Co-ordinate to Levaniemi, the web variant was created at the asking of companies that had success with HappyOrNot in their physical stores and wanted similar insights for their web version.

Eastward-commerce users tin can find unique insights into their business using HappyOrNot. Levaniemi recalled a story in which one client realized they were missing out on sales because they did not back up payments from a certain bank. This forced those bank customers to use a different payment system. "They basically found that they were losing betwixt five and 10 customers a twenty-four hours because they felt inconvenienced," said Levaniemi. "Again, this solution is so elementary, only time and time once more we come across it dramatically irresolute how our clients do business concern."

Pricing varies widely depending on the customer's needs. Co-ordinate to the company, a unmarried shop setup with 1 kiosk costs $100 per month. Prices go up from there based on the number of stations and other requirements.

Source: https://sea.pcmag.com/zoho-survey/19519/happyornot-aims-to-change-customer-feedback

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