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The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience
Manage episode 494197015 series 2794254
Tim Waterton, CRO at HappyOrNot, shares how their iconic smiley face terminals pioneered the micro-feedback approach that has collected over 2 billion pieces of customer feedback across 4,000 brands in 100+ countries. Their in-the-moment data collection method delivers higher response rates and more actionable insights than traditional surveys.
• HappyOrNot started with simple four-button terminals and has evolved to include tablet kiosks, digital options, and intelligent signage
• Real-time alerts notify staff when customer satisfaction drops, enabling immediate operational intervention rather than just retrospective insights
• Micro-feedback approach uses emoji responses followed by maximum 1-2 follow-up questions, making it accessible and easy
• Customers frequently provide positive verbatim feedback that identifies and recognizes excellent staff performance
• Terminals placed at strategic points (like high-margin specialty counters) help protect revenue while improving experience
• The system is designed for easy self-management with pre-configured devices that require minimal setup
• AI applications include verbatim analysis, sentiment categorization, and correlation with sales, staffing and foot traffic
• Future developments will enable organizations to interrogate connected data sources through conversational AI agents
#theproductivityexperts
Register for the 2025 Productivity Forum
Find us in the Top 50 Productivity Podcasts
Connect to Simon on LinkedIn
Follow ReThink on LinkedIn
Chapters
1. The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience (00:00:00)
2. Welcome to The Productivity Podcast (00:00:11)
3. Tim's Career and Happy or Not (00:00:52)
4. How Feedback Capture Works (00:02:37)
5. Real-Time Operational Benefits (00:09:45)
6. Response Rates and Micro-Feedback Approach (00:16:01)
7. Implementation and Self-Management (00:23:10)
8. AI Applications and Data Correlation (00:26:09)
9. Closing Thoughts on Feedback Value (00:28:22)
290 episodes
Manage episode 494197015 series 2794254
Tim Waterton, CRO at HappyOrNot, shares how their iconic smiley face terminals pioneered the micro-feedback approach that has collected over 2 billion pieces of customer feedback across 4,000 brands in 100+ countries. Their in-the-moment data collection method delivers higher response rates and more actionable insights than traditional surveys.
• HappyOrNot started with simple four-button terminals and has evolved to include tablet kiosks, digital options, and intelligent signage
• Real-time alerts notify staff when customer satisfaction drops, enabling immediate operational intervention rather than just retrospective insights
• Micro-feedback approach uses emoji responses followed by maximum 1-2 follow-up questions, making it accessible and easy
• Customers frequently provide positive verbatim feedback that identifies and recognizes excellent staff performance
• Terminals placed at strategic points (like high-margin specialty counters) help protect revenue while improving experience
• The system is designed for easy self-management with pre-configured devices that require minimal setup
• AI applications include verbatim analysis, sentiment categorization, and correlation with sales, staffing and foot traffic
• Future developments will enable organizations to interrogate connected data sources through conversational AI agents
#theproductivityexperts
Register for the 2025 Productivity Forum
Find us in the Top 50 Productivity Podcasts
Connect to Simon on LinkedIn
Follow ReThink on LinkedIn
Chapters
1. The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience (00:00:00)
2. Welcome to The Productivity Podcast (00:00:11)
3. Tim's Career and Happy or Not (00:00:52)
4. How Feedback Capture Works (00:02:37)
5. Real-Time Operational Benefits (00:09:45)
6. Response Rates and Micro-Feedback Approach (00:16:01)
7. Implementation and Self-Management (00:23:10)
8. AI Applications and Data Correlation (00:26:09)
9. Closing Thoughts on Feedback Value (00:28:22)
290 episodes
All episodes
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