Posts tagged “happyornot”

Customer Satisfaction at the Push of a Button

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The New Yorker profiles HappyOrNot, the company that makes those kiosks to measure “satisfaction” (you may have seen them in airports or malls, they have a few colored buttons with different happy/unhappy faces). The article explains the history of the company and gives examples of organizations who are using the technology, what kind of data they are getting, and how they are acting on it.

On a large monitor on a wall of Javaid’s office, Jochym showed us several ways she’d devised to represent HappyOrNot data graphically, for presentation to other members of the organization. One was a stadium seating map on which the HappyOrNot terminals were identified by numbered, colored circles. “You can see all the terminals here, and you can move through the data hour by hour. The colors change as the ratings do.” The most consistently high-rated performer—even during the two most problematic periods for customer service, halftime and the fourth quarter—was a new vender, which, unlike most other venders, used the same, experienced work crew at every game.


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