In addition, we are introducing new product enhancements for greater peace of mind….
Source: HappyOrNot
Translation: Feedbacksmiley.ae
This newsletter consists of two parts, one with market insights and one introducing the new enhancements (including some comments and insights on Smiley Link).
PART 1: MARKET INSIGHTS
There is overwhelming evidence that consumers are still giving feedback in good amounts!
Many of our customers continued to use the HappyOrNot service when the new coronavirus began to spread in the early 2020s. According to our data, it is very encouraging to see an ongoing correlation between the number of visitors and the number of responses. In other words, people continue to leave feedback through our Smiley Terminal and Touch products in good volumes. Still, our ambition is to remain the market leader in providing the most frictionless way to give feedback and ensure maximum response. Therefore, we are introducing some improvements for our products. Before we look at those, let’s look at two examples – one where the customer stayed in touch with customers via HappyOrNot, and one where the customer took a break and then resumed service.
Continued use by standard
A retail chain in the UK kept our products in stores. As you can see, feedback levels remain at a very good level. The slight dip around April was reportedly due to crowd control measures.
Re-launched, after a period of silence
There have also been a number of customers who had paused their HappyOrNot surveys and have since resumed HappyOrNot columns, such as this customer in the EU, whose share of responses relative to total visitors has returned to a healthy level. This example is for restrooms in an airport.
Indeed, the main benefit of these examples is that people are using our Smileys products to leave feedback when they get the chance. This is a valuable insight for those customers who have not yet resumed their services, as well as for future users considering including the HappyOrNot service.
PART 2: PRODUCT IMPROVEMENTS
Increased peace of mind in the new normal
Even though we now know that people continue to provide feedback in good amounts, we want to make sure we continue to provide the best possible solution for collecting feedback out there. That’s why we’re introducing a number of enhancements that support our customers as they stay connected with their customers and employees using HappyOrNot.
Now available: Antimicrobial buttons for Smiley Terminals
Applying the right antimicrobial coating can provide preventive protection against the new coronavirus. For our Smiley Terminal V3 and X3 (Wall) models, we have chosen to implement the HEXIS PURE ZONE® antimicrobial film. This will be applied to the Smileys buttons on new Smiley Terminal products at no additional cost and can also be ordered to be installed on existing Smiley Terminal V3 and X3 products. We will also provide a number of additional items to promote awareness such as stickers and posters/questionnaire templates.
Now available: Hand sanitizer holders for Smiley Terminal and Smiley Touch Stand products:
In many places, such as retail, healthcare facilities and passenger terminals, hand sanitizer products are delivered to customers. Therefore, attaching hand sanitizer holders to Smiley Terminal and Touch Stand products can be a convenient solution for our customers. Not only is it a nice gesture and an extra encouragement for people to give feedback, it can also save a little space. We are now starting production of the first batch and orders can also be placed for both new and existing products. For the Smiley Touch Stand and Smiley Terminal Stand V3 products, versions for both the pipe leg and the branded version of the stand are available. A nice touch is that the stand is height adjustable for different bottle sizes.
Coming soon: Antimicrobial screen for Smiley Touch
Finally, a few words about SmileyLink
We introduced Smiley Link last spring to provide a “touchless” complement to Smiley Terminal and Smiley Touch products with QR codes and short web addresses so people could respond to surveys using their personal devices. It was great to see how many customers deployed this and we learned a lot about what works well.
We’ve seen stand-alone deployments of Smiley Link, where the physical products were replaced, and those where the QR code complemented the Smiley Terminal or Touch product:
What we learned is that customers using only QR codes experienced a fairly low response rate, while customers who kept the products available and supplemented them with QR codes continued to get very healthy feedback. As icing on the cake, Smiley Terminals also started receiving Open Feedback through Smiley Link.
As an example, from March to mid-June, a restaurant chain used “Smiley Link only mode” on the Smiley Touch, but the amount of feedback was much lower than when they switched back to “normal mode” in June (and kept the QR code poster as an additional “touchless” option). In this case, the number of responses relative to the total number of visitors is similar to the levels before the new coronavirus began to spread.