😊😐☹️ HappyOrNot: A Reptuation Tool for Measuring On-Site Sentiment - The Reputation Algorithm
HappyOrNot kiosks can easily measure a retail location's customer satisfaction, sentiment, and ultimately its reputation 👇
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This segment is from Episode 232 of the Beyond Social Media Show
▶️ • MPR Raccoon; Tic Tac Chewing Game - B...
TRANSCRIPT:
David Erickson: Yeah. So this is, this is a fascinating article in The New Yorker by David Owen, about measuring customer satisfaction. Everybody wants to know how satisfied customers are. There's all kinds of things that people do to try and measure that , among them really long surveys--in-depth surveys that nobody takes--problem with those is either volume, you don't get enough data, or self-selection only, you know, only a certain demographic, a certain type of person is going to spend a lot of time filling out surveys.
So there's this company cited in this article called HappyOrNot--all concatenated, one word happy or not, right? It's a Finnish startup that measures customer satisfaction, but they do it in a very particular way.
They have these customer-operated devices that look like Fisher Price toys. They're battery powered terminals with four big push buttons. One button, the one button is dark green, and it has a smiley face on it. The other another is light green, and it has quite a little less smiley face on it. Another is light red and the has sort of a frowny face. And another is dark red and has a very frowny frowny face, you see where this is going.
So these are installed in stores. And as customers leave the store, their small sign, asked them to rate their experience. And all they have to do is simple choice, right? Restaurants: Just are you happy or not? Basically slap a button. And that records that that interaction that customer, customer sentiment and timestamp.
So they were hired by a European gas station chain to measure customer satisfaction at 150+ outlets. And one gas station rapidly emerged as the leader in customer sentiment. And then there was one that just fell away behind it was the is the worst performer. So the the the change, the executives swapped the managers for those locations. And within a short period of time to start at the top of the original list was at the bottom. And the start at the bottom was at the top and you know the problem was right.
BL Ochman: That's great.
David Erickson: Yeah. So the I mentioned the the problem with polling is just gathering the responses. They have enough data, but these things make it easy for people to give you their opinion. And they will and they'll give you enough pinions opinions, enough volume so that you have legitimate data.
They can register 1000s of oppressions a day. They're self explanatory. Very right. customers know how to use them. It's not you don't have to explain them. They can use them without breaking your stride is their way out the door. Simple and easy. The responses are anonymous. They're time stamped as they said.
So there's a another company was cited. In the article, a Swedish sofa retailer hired them to help understand a sales problem. So revenues were high during the late afternoon and evening but low during the morning and early afternoon.
BL Ochman: Well, who buys sofas in the morning?
David Erickson: They what they that wasn't the problem there saw that they were figuring out the customers felt most satisfied during the hours when sales were low and least satisfied during the hours when sales were high. And so the executives realized for years they'd be looking at the looking at the problem the wrong way. They hadn't considered the possibility that the day should be even higher. So they added more salespeople in the afternoon and evening and learnings and proof. So very, very fascinating story. There's a lot more detail to put put a link in the show notes and
BL Ochman: I think that we should have this device in every store in every business. And I also think that everybody should always wear a nametag those are my two improvements for the World.
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