Excel in Customer Experience with HappyOrNot
Discover how Push My Button can help you leverage industry-leading Customer Experience survey solutions by HappyOrNot for your business.
The Key to Improving Customer Experience (CX)
In today’s competitive market, customer experience is the defining factor that sets businesses apart. Companies that prioritize customer satisfaction not only retain loyal customers but also gain a competitive edge. To thrive, businesses must focus on delivering seamless, personalised, and memorable experiences that keep customers coming back.
The Importance of Customer Experience
Customer experience (CX) is more than just customer service—it encompasses every touchpoint a customer has with a business, from the first interaction to post-purchase support. A positive CX leads to:
Higher Customer Retention
Increased Brand Loyalt
Positive word-of-mouth Marketing
Greater Revenue Growth
Key Strategies for Improving Customer Experience
Understand Your Customers
Gathering insights into customer needs and preferences is crucial. Businesses should leverage surveys, feedback tools, and analytics to understand what matters most to their audience.
Empower Employees to Deliver Exceptional Service
Happy employees create happy customers. Investing in training, providing the right tools, and fostering a customer-centric culture helps employees deliver outstanding service.
Streamline the Customer Journey
A seamless, hassle-free experience across all touchpoints ensures customers stay engaged. Whether online or in-store, minimising friction and improving accessibility enhances satisfaction.
Gather and Act on Customer Feedback
Collecting real-time feedback through surveys, online reviews, and tools like HappyOrNot enables businesses to identify areas of improvement and take immediate action.
Best Practices for Sustaining an Excellent Customer Experience
Monitor Customer Satisfaction Metrics
Use Net Promoter Scores (NPS), Customer Satisfaction Scores (CSAT), Customer Effort Scores (CES) and other KPIs to measure success
Continuously Improve Services
CX is an ongoing process; regularly updating strategies ensures businesses stay ahead of customer expectations.
Communicate with Customers
Transparency and responsiveness build customer confidence and loyalty.
Innovate and Adapt
Customer needs evolve, and businesses must be agile in adopting new technologies and trends.
How HappyOrNot can help with improving customer experience
Collect real time feedback from your customers
Improving customer experience begins with gathering feedback. HappyOrNot’s Smiley Face Terminals make it easy for customers to share their opinions during their interactions with your business. With a simple button press, the Smiley Terminal™ provides instant insight into customer satisfaction, while the Smiley Touch™ offers an interactive touchscreen for more detailed feedback. These intuitive tools help businesses quickly assess customer sentiment and make data-driven improvements.
Customer experience data is most valuable when collected in real time—while the shopping experience or interaction with staff is still fresh in the customer’s mind. To capture meaningful insights in your physical location, place feedback terminals at key touch points such as service desks, checkout counters, or exits.
Since 73% of consumers engage across multiple channels during their journey, it’s essential to collect feedback online as well. With Smiley Digital customers can easily share their thoughts through your website or via a post-purchase survey email, ensuring a comprehensive view of their experience across all touchpoints.
With the simplicity of the solution HappyOrNot is able to collect more responses than other solutions providing more customer insights.
Actionable insights from Customer experience data
Customer experience data is only valuable if it leads to meaningful action. Equally not having enough data stops you from confidentially making changes to your service.
To improve service, you need to understand when customers are most active, who they are, and what drives their satisfaction—or dissatisfaction.
Visualising collected data is the most effective way to identify trends, make informed decisions, and refine your business, products, and customer service.
How CX Analytics Helps You:
- Identify patterns and trends in customer behavior and preferences.
- Track performance and customer experience improvements over time.
- Share insights internally, enabling teams to focus on key areas for improvement.
- Highlight essential metrics and KPIs that drive business success.
Customer experience is complex, and measuring it with confidence can be challenging. HappyOrNot simplifies this process by transforming raw data into clear graphs, trendlines, numerical ratings, and interactive dashboards—eliminating guesswork and pinpointing areas for improvement throughout the customer journey. The amount of responses
Ready to get in Touch
Take the lead in community engagement with real-time feedback, enabling smarter, data-driven improvements that truly enhance services.
Frequently Asked Questions
Customer feedback is invaluable for enhancing customer satisfaction and loyalty. It provides insights into areas of improvement, helping you make data-driven decisions that can positively impact revenue and overall customer experience.
No, our user-friendly Smiley system makes collecting feedback seamless. Whether it’s at physical locations, on mobile devices, websites, apps, or through email, the process is quick and efficient, ensuring minimal disruption to your staff’s daily operations.
Choose your question based on what aspect of your service you want to measure. If you have a very specific question such as “How did you find our coffee?” you will only get feedback concerning coffee – nothing about tea or other beverages, not to mention about something completely different, such as the waiting time or attitude of the staff.
Don’t worry, we have listed survey question best practices and commonly used questions in our handbook.
HappyOrNot feedback terminals are designed with ease of use in mind. It is very quick, easy, and engaging to give feedback. Feedback is given in the moment of the experience which increases the potential for getting feedback. We believe in simplicity of design that maximizes feedback volumes and our customers’ results prove this. Our customers keep on reaching unbeatable response rates.
We also provide support and learning opportunities for our customers to help them succeed. See this short video where we talk about how to successfully measure customer experiences.
Push My Button provides a straightforward data dashboard displaying key metrics and performance indicators. Additionally, our Reporting Analytics Portal and Customer Experience Consulting allow you to dive deeper into customer insights and spot trends to make informed decisions.
Find out more here on the page HappyOrNot Reporting Portal
Absolutely! Our platform is designed to be flexible and customizable. Whether you operate a single store or a chain, our solutions can be tailored to meet your specific requirements, ensuring a comprehensive understanding of customer sentiments and aligning with your business goals.
Yes, the feedback data in Analytics updates as the feedback flows in, so you can check the performance throughout the day and always be up-do-date. You can also set alerts to be notified automatically of a certain amount of negative feedback, for example.
Net Promoter Score®, or NPS®, is a widely used and recognized customer experience measurement system. It is calculated by using the answer to a key question, using a 0-10 scale. HappyOrNot NPS Index aims to transform HappyOrNot’s 4-smiley-button system into the Net Promoter Score® system. It is not exactly the same, however, it is compatible with the Net Promoter Score® system.
No. There is a protected SIM card inside Smiley Touch, which automatically uses a mobile network to send data to HappyOrNot Analytics
Smiley Touch and Smiley Digital currently support 37 different language options. However, it is possible to set up a survey in other languages with character support.
HappyOrNot Analytics is currently available in 19 different language options.
Yes. HappyOrNot supports Single sign-on using the SAML 2.0 standard, allowing our customers to use two-factor authentication in their own security set up. Our Single sign-on allows your users and administrators to log in to HappyOrNot with the most common identity and access management tools such as Microsoft Azure AD, Okta, AWS SSO, and Google improving your security and password management as well as making it easy for the users.
We have defined security design principles, and network security design principles in place, that define the baseline for the implementation, usage, and storing of data. Additionally, guidelines for workstation, mobile and password security define the security policies and best practice related to security. On top that that, we have instructions in place to avoid and mitigate security incidents.
We have 100% of infrastructure as code, which means that in an event of AWS system failures, we can recreate the needed infrastructure in a reasonable time frame. Snapshots stored on another AWS account would be used to restore every database to avoid compromising the main account.
HappyOrNot is a full solution comprised of the hardware, the software, and the service. With us, you don’t have to solve all your problems alone, we are there to help you along the way.
Every customer gets onboarding to get started. There are also excellent self-learning opportunities, we have an extensive Help Center with trouble shooting and how-to guides, an online Handbook for best practice and tips and tricks, as well as in-app support for immediate help at your fingertips. We also offer global customer and technical support. Depending on your subscription, you might also have your own customer success manager who will make sure you get the best out of HappyOrNot.
HappyOrNot is an established market leader for in-the-moment feedback, with over 1.5 billion feedback data points collected over time. This gives us a lot of accumulated knowledge as well as provides unmatched benchmarking and comparison data insights to our customers.
Our partner network extends our local knowledge to markets where we don’t have own presence. And our solid supply chain allows us to take care of both large international deployments as well as smaller local needs.
The ease of use ensures maximum feedback volumes and usability of the data. The scalability of the product offers you the perfect solution to fit your personalized needs.
Absolutely a key question and we don’t mind telling you either. You can get a HappyOrNot kiosk for less that a coffee a day! Find out all the pricing information you need to know here HappyOrNot Pricing