 | |
| Industry | Customer experience |
|---|---|
| Founded | 2009 |
| Founder | Heikki Väänänen Ville Levaniemi |
| Headquarters | Tampere, Finland |
| Key people | Stewart Roberts (Chairman), Miika Mäkitalo (CEO) |
| Products | customer satisfaction measurement terminals |
| Website | happy-or-not |
HappyOrNot Ltd. is a Finnish company that makes feedback terminals for measuring customer satisfaction. The terminals consist of four smiley-faced buttons that customers are invited to press to indicate whether they are very happy, happy, unhappy or very unhappy with the service they were provided. This information is used by companies to find points where they provide suboptimal service and to improve it.
The company was founded by Heikki Väänänen and Ville Levaniemi in 2009. As of October 2017, it had 65 employees and 4,000 clients using 25,000 terminals in locations such as airports, shops and hospitals. Notable applications include Heathrow Airport since 2012, which was a breakthrough contract for the company as it made the terminals visible to international business leaders, and the stadium of the San Francisco 49ers, which uses the terminals to find and solve service problems (such as bathrooms running out of paper towels) in real time during events.
The terminals normally only upload data once a day (via the mobile phone network) to preserve the battery. Future versions are planned to require lower-powered Narrowband IoT technology that will allow terminals to be constantly connected.
References
- Kauppalehti. "HappyOrNot Oy". Kauppalehti (in Finnish). Retrieved 20 December 2021.
- "HappyOrNot Oy - Päättäjät | Suomen Asiakastieto Oy". www.asiakastieto.fi. Retrieved 22 December 2021.
- ^ Owen, David (29 January 2018). "Customer Satisfaction at the Push of a Button". The New Yorker. Retrieved 1 February 2018.
- Field, Matthew (12 October 2017). "Smiley customer feedback startup HappyOrNot secures £11m funding round". The Telegraph. Retrieved 1 February 2018.
- "How a customer satisfaction company plans to adapt for IoT". Stacey on IoT | Internet of Things news and analysis. 22 April 2019. Retrieved 24 April 2019.