Bron: happy-or-not.nl
Vertaling: feedbacksmiley.nl
TAMPERE & JAPAN – JULY 2021 – HappyOrNot, the leading customer feedback collection solution trusted by companies such as Elkjøp, Levi’s Stadium, Autogrill and London Heathrow Airport and its Japan-based official partner Hitachi Systems Power Services Ltd. announces its latest airport partnership with Narita International Airport Corporation (NAA).
Using HappyOrNot’s Smiley Terminal™ push button type terminals, Narita International Airport (NRT) will collect substantial amounts of customer feedback, allowing them to monitor their passengers’ security experience at 23 checkpoints across the airport. With this immediately actionable customer experience data, NRT management and staff can identify and immediately correct problems affecting passenger satisfaction. Also, simultaneous improvements can be made based on actual data, rather than unscientific conjecture.
SUZUKI Yoshie, General Manager van de CS Development & Planning Department, Sales & Marketing Division. of Narita International Airport Corporation said, “After a one-year testing period, we chose HappyOrNot as a partner for the next step of our customer feedback collection system. We have installed Smiley Terminals at the security checkpoints in all three terminals – viz: T1, T2, and T3. While we ensure strict security and safety measures, we are undiminished committed to providing high quality service to our passengers.”
Suzuki continues: “The attitude of security staff and the clarity of the screening process are influential factors in passenger satisfaction. We believe that the level of service at security screening directly contributes to the overall travel experience. Therefore, we decided to introduce a tool to quantitatively measure and assess service levels. HappyOrNot provides comprehensive reporting functionality with an easy-to-use admin user interface. The Smiley Terminal meets our security requirements, and installation of a “Local Area Network” is not required.
Moreover, the standard faceplate with antimicrobial buttons and Smiley Link (a QR code-based interface for self-scan feedback) prevent respondent’s covid-19 concerns. We use the HappyOrNot index as one of our KPIs for security service quality. Narita International Airport will continue to pursue optimal customer satisfaction by offering the world’s highest standards of service quality. We expect that the feedback data and insights provided will help us deliver on our commitment.”
FUKUMOTO Takashi, General Manager of the Energy Sales Office at Hitachi Systems Power Services, and official HappyOrNot partner, says: “Our mission is to deliver the right product to the right customer. The Smiley Terminal fits the aviation and airport industry’s transition to the post-covid-19 world. It is a powerful tool to capture passenger emotion at the airport and helps hospitality professionals strike a balance between a touchless travel experience and human-touch hospitality. The four smileys make passengers feel heard and appreciated. We are very excited to help our customers prepare for the new normal.”
Over Narita International Airport Corporation
Narita International Airport Corporation (NAA) is a state-owned company responsible for managing Narita International Airport (NRT). Narita is Japan’s busiest airport in terms of the number of international passengers. It is also the second busiest in terms of aircraft movements. As of 2019, the airport is the ninth busiest air cargo hub in the world.
Over Hitachi Systems Power Services, Ltd.
Hitachi Systems Power Services (HISYS-PS) is part of Hitachi Group and Tokyo Electric Power Company Group, headquartered in Tokyo, Japan. Founded in 2014, it provides advanced ICT services with a focus on the electric power industry.