New HappyOrNot® Customer Service Feedback Device Offers Real Time Responses
Instant at the point of experience customer surveys now attainable…
Finding effective ways to generate good customer feedback can be vital to running marketing campaigns. Having accurate, timely information is vital to making the best informed decisions about which direction needed to be taken.
“You can’t manage what you do not measure.” – Anonymous
One new device that is proving to be quite helpful is “HappyOrNot®”. This stand alone device allows businesses to gather customer feedback in a more direct manner.
HappyOrNot® gathers customer feedback by asking a question and providing four possible responses. The customer then chooses one of those responses which takes an average of 2 to 3 seconds. This allows for instant customer feedback while they are still at the point of experience. These results can give valuable insight into customer satisfaction from the point of experience where it counts the most.
HappyOrNot® has many advantages when it comes to rating the customer experience. First, the responses are anonymous and do not require any personal data from the customer to be revealed which helps increase response rates. Also, HappyOrNot® can be used for any demographic and is an easy to use customer feedback device.
HappyOrNot® is a cost effective, low maintenance point-of-experience customer feedback device that has increased customer response averages. At London Heathrow Airport for example, 13% of all passengers are consistently using this feedback system. This means that more customer engagement occurs and a better picture overall of the customer service level is attained
In addition, HappyOrNot® requires very little in terms of set-up because it is wireless. Furthermore, it can coordinate your customer feedback management reports by incorporating the HappyOrNot® web portal. No matter how many responses are generated, HappyOrNot® will record the location as well as date and time of each response for a better overall picture of customer satisfaction.
The HappyOrNot® portal can be accessed by any web browser which means the results can be checked 24/7. Complete with automatic reporting and reminders, the results are then sent to the client without having to log onto the portal. Because this process begins once HappyOrNot® has been installed, it represents a quick return on investment capital.
Overall, HappyOrNot® helps operations and marketing management to make quicker, more informed decisions based on the information this device delivers. Inventory adjustments, staffing changes and the like can be made based on the reports from HappyOrNot®. Any time of the day, every day of the week, HappyOrNot® is sampling new responses and recording them for review.
In addition, the reports can be utilized in a Net Promoter Score (NPS) or similar index which shows trend analysis of customer service satisfaction on a regular basis. Whether standing alone or used in conjunction with other surveys, HappyOrNot® can help businesses paint a more complete picture of their current customer service effectiveness, and make better informed decisions about what to change and when.LEARN MORE
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