Vous êtes sur la page 1sur 35

HappyOrNot in

Transportation
HappyOrNot In
Transportation
Aviation Rail Road Logistics Security Concession Services Lounges Ticket Offices Cleaning Facilities

Making people happy,


engaged and motivated
HappyOrNot helps to improve customer
satisfaction, daily work motivation and local
responsibility taking, and to communicate the
company values and service promise in the
field, every day, every work hour.
Companies which understand the importance
and impact of satisfaction on their KPIs gain a
competitive advantage and improved image.

Key Benefits
Performance, Motivation

Workforce Performance & Motivation


Internal and outsourced workforce more motivated improved travel
experience

Improved Company Image and Reputation


Passenger satisfaction, referrals, ratings, awards

Optimized Processes and Resources,


Consistency
Immediate passenger feedback from each experience point /
operation, 24/7

Competitive
Advantage
Business

Who We Are?

Global leader in continuous & high volume customer and


employee insight & reporting
Established 2009 in Finland based on innovation,
growing exponentially
Thousands of customers in transportation, hospitality,
retail, health, government, services, HR
in Nearly 100 countries (by over 70 service partners)
Entering Asia - Customer Care in Asean, Korea, NZ
Over 500m feedbacks
Recognized and utilized by leading media & travel media,
and leading organizations

Who we serve in Transportation?

Who others we serve in Asia?

and more Airport Clients


Brnnysund lu+havn

Norway

SandeJord Lu+havn

Norway

Flor lu+havn

Norway

Bromma Airport

Sweden

Hammerfest lu+havn

Norway

Dala Airport

Sweden

Namsos/Rrvik (Amb)

Norway

Borlnge

Sweden

Sogndal (Amb)

Norway

Jnkpings Flygplats

Sweden

lesund Lu+havn

Norway

Malm Airport

Sweden

Bod Lu+havn

Norway

Skavsta ygplats

Sweden

KrisEansand Lu+havn

Norway

Vxj Smlands Airport AB

Sweden

Troms Lu+havn Langnes

Norway

Curacao Airport Partners N.V.

Curaao

Alta lu+havn

Norway

Aarhus Airport A/S

Denmark

Bardufoss lu+havn

Norway

Billund Airport

Denmark

Harstad / Narvik lu+havn

Norway

Aroport de Paris

France

Haugesund lu+havn Karmy

Norway

ISAVIA

Iceland

Kirkenes lu+havn

Norway

ADR

Italy

KrisEansund lu+havn

Norway

SEA

Italy

Longyearbyen lu+havn

Norway

Riga airport

Latvia

Schiphol N.V.

Netherlands

Molde lu+havn r

Norway

Trondheim Lu+havn Vrnes

Norway

Stavanger Lu+havn Sola

Norway

Bergen Lu+havn Flesland

Norway

Moss Lu+havn

Norway

Lu+transport AS
Katowice Airport
Bucharest Airport
AENA
Bahrain Airport Company
OAMC, Oman
Bristol Airport
City of Derry Airport
Exeter InternaEonal Airport
Glasgow Prestwick Airport
Leeds Bradford Airport
London City Airport

Norway
Poland
Romania
Spain
UAE
UAE
United Kingdom
United Kingdom
United Kingdom
United Kingdom
United Kingdom
United Kingdom

London Luton Airport

United Kingdom

Greenville Spartanburg Airport


San Carlos Flight Center

United States
United States

Eliminating The Pain Points of Clients


Pain Points

The HappyOrNot Solution

How to get continuous feedback


with reasonable costs?

Captures on avg. 20% of entire footfall instantly and anonymously, whereas


lenghty surveys have<1% reach, interviewing is expensive and awkward

Be in control of all operations on


daily basis and even real time

Visible measure of performance across departments and locations.


Encourages company-wide participation

Meaningful useable insight

Credible, reliable, hourly insights. Easy to measure impact analysis of


initiatives that can be used by the entire team

Quality of outsourced/contracted
services

Help and motivate contractors to do better. Give them access to their results,
tie incentives with the work quality.

and at the same time IMPROVE staff motivation and CUSTOMER satisfaction

Elements of
Improving
Satisfaction
Predicting the future success of your
organization starts with awareness of your
current visitor and employee satisfaction.
Ask about the perception.
See results the next day.
Know where to improve. Repeat.

1. Measure
Approachable, anonymous and easy-to-use
Smiley Terminals

FOLLOW

On-line: Web Smileys


instant, easy way to capture users feeling
when using your web services.

MEASURE

In location: Smiley Terminals


instant, effortless way to collect daily feedback

IMPROVE

Listen to your passengers, visitors, employees


and other most important stakeholders, 24/7.

Measuring transport experience


Measuring satisfaction across all areas of your organization gives
valuable insights into your service performance and helps identify
areas within daily operations which require improvement.

Security &
Immigration

Cleanliness

Check-In,
Transfer, Info
Desks

Baggage
Services

Concessions,
Duty Free,
Restaurants

Online Services

Employee Areas

SMILEY TERMINAL
Features

Ready to use out of the box in just


3 minutes! No tools needed.

Standard, table, and wall. All come


with customizable question sheets.

IMPROVE

Three versions

Power free

Robust and Reliable

No charging, cables, or Wi-Fi needed.


Data is transmitted via GSM network.

Can take hits. Built-in custom


settings filter out unwanted inputs to
ensure accuracy.

MEASURE

FOLLOW

Easy setup

Please rate our


service today!

Re-appearance set to desired interval.


Easy to change questions, any time.

No script maintenance or support


needed. Free, automatic updates.

Browser support

Open feedback

Works in all web browsers and is


optimized for mobile environment

Customers can add extra comments,


giving you more in depth insights

PLUS

FOLLOW

Updates

MEASURE

Customizable

IMPROVE

WEB SMILEY
Features

Online Feedback, simplified


The Web Smiley Panel

FOLLOW

Gain deeper insights with open text feedback feature


Measure effectiveness of changes, quickly and easily

MEASURE

See when and where your customers face challenges

IMPROVE

An easy way for to give immediate feedback when


interacting with you online.

2. Follow &
Understand
your performance

FOLLOW

The Smiley color-segmented bars and Happy


Index trend line makes it easy to see how your
service fluctuates, allowing you to know when and
where to place focus on improvement actions.

MEASURE

Results are displayed in easy to understand,


interactive charts and graphs.

IMPROVE

Intelligent web-based reporting service collects


and analyzes your feedback results.

Understand Your
Performance
Reporting Service

Integrated customer and employee satisfaction results

24/7 access
unlimited amount of users

export functions

-
-

Real-Time Alerts
NPS compatibility

API for integration

FOLLOW

-
-

MEASURE

Includes such features as:

IMPROVE

By: Day, Month, Year, Hour, Area/Location

Data intervals
Feedback is uploaded to our Reporting Service once per day and analyzed
results are available the very next day. Real-Time Alerts on 15 min Window

Hour, day, week, month, and year


Smiley terminal / web smiley

IMPROVE

Results are displayed by:

MEASURE

FOLLOW

Location / webpage

Data features

Trending data
HappyOrNot Performance Index
for benchmarking results

FOLLOW

Comparative rankings between


areas and locations

MEASURE

Clear charts

IMPROVE

The analyzed result data is displayed in several methods enabling easy


review and clear distinction of information.

Results Direct To You!


Email reports

Daily / weekly / monthly

Unit level (locations)


Territory level

Management/Global level

Subcontractor level
Alerts

FOLLOW

The types of e-mail reports:

IMPROVE

The result summaries are combined into convenient


Reports and emailed to your chosen list of recipients.

MEASURE

Please rate our service today

3. Improve
your business

FOLLOW

Make your customers and employees feel part of the


driving change behind your improvements!

Interaction Reports
Printable, uploadable, 1-page
report to display in location

Social Sharing
Online version for sharing in
social media channels

IMPROVE

Discuss to identify reasons for the fluctuations


Place improvement resources where they provide
biggest results (immediate and long term)
Incentivize

Included
at no extra
cost!
MEASURE

Share Your Results!


Interaction Reports & Social Sharing
In location (interaction report)

Online (social sharing)


Publish to Facebook, Twitter, and LinkedIn.

IMPROVE

Print, show on screens near the Smiley Terminal, share in


company meetings or display in common areas.

Creates meaningful relationships


Increases response rate
Builds trust through transparency
Promotes loyalty and reputation
Strengthen employer image

FOLLOW

Why?

MEASURE

Stylized
summary for
sharing in
location and
online

HappyOrNot

Transportation:
Clients, Benchmarks & Data

Riyadh Airport, Saudi Arabia


300 HappyOrNot devices.
Placed across all terminals measuring
all service points in the airports:
-
-
-
-
-
-
-

check in
customs
security checks
baggage claim
washrooms
restaurants
stores

Service started May 2016.

Heathrow Airport, London UK


In the use since Olympics (preparements) 2012, uses more than 100 experience
monitoring points
Has created a new kind of positive interaction between staff and the passengers
Part of operatioms management the main areas where the service is used:
Security lanes & Fast Track lanes
Transfer Desk
Restrooms
Retail: Airport shops
+ Check In, parking, Pod, signage, info points
Tailor-made stand for the device made by the airport to match own requirements

United Airlines, Dulles


HappyOrNot terminals measuring the experience at
following service points in the airports:

- Baggage claim experience (East and West


exits)
- Cargo Service Center
- Boarding Experience (at 2 gates, continuously)
- Arrival Experience (Federal Inspector Stations)
- Economy Check In (exit ways, 2 terminals)
- Premier Check In (exit ways,2 terminals)
Service started in April 2016, Over 300000 feedbacks

Jet Blue Airlines, JFK


HappyOrNot terminals measuring the experience
at Just Ask service points around the airport.
Planning to roll-out nationally.
Smiley Terminals placed in 7 gate areas
Service started in April 2016, 55000+ feedbacks

SAS, Oslo, Domestic & International


HappyOrNot terminals measuring the experience
lounge experience in both lounges.
Smiley Terminals placed by the exits of the
lounges. Topics asked:

General Satisfaction
Atmosphere and Friendliness
Food Beverage Selection (category tests)
Service started in Jan 2014, over 260000
feedbacks reported

Etihad Airways, HR - Engineering


Employee satisfaction:
Work satisfaction
Work motivation
Manager assessment
Canteen service
Canteen products
Training related questions

Global aviation benchmark data


HappyOrNot has global satisfaction insights for benchmarking airport
passenger satisfaction.
Comparing your own results against the industrys benchmarks provides
you with context of your results.
We can generate additional industry benchmark data at the request of our
clients.
Be also part of global listings published by more and more media
companies.

Please Rate Your Experience


CAFE
Service

RESTROOM
Cleanliness

DUTY FREE
CHECK OUT
Service

Arrivals
TRAVEL
Experience

Waiting area
AIRPORT
Experience

Employee area
Rate your
WORKDAY

SECURITY
Check

ONLINE
Ticket
Booking

DEPARTURES

ARRIVALS

BAGGAGE
claim

CHECK IN
INFO
POINT
Service

SHUTTLE
Servie

CAR
RENT
Service

CUSTOMS
Screening

IMMIGRATION

Exit
AIRPORT
Experience

Complete Service Package


Measure

Please rate our


service
todayrate our
Please
service
today
Please
rate our
service
todayrate our
Please
service today

Follow

Improve

MEASURE
the happiness
Ask your questions and
collect daily feedback
via our 4 Smileys.

IMPROVE

FOLLOW

your business

your performance

Know the impact of your efforts.


Share results in location and online,
tie to incentive / bonus scheme.

See your data, analyze the


results, pinpoint problem areas
and make improvements.

Thank You!
We are looking forward to
cooperate with You.
Ville Levaniemi, Co-Founder, EVP, New
Business
Ville@Happy-Or-Not.com
+358 44 547 6802