Guaranteed Customer and Employee Satisfaction“Making the world a happier place, one Smiley at a time”

HappyOrNot ®

We Improve HappinessIncreasing the happiness of customers and employees is what we do.

Companies which understand the importance and impact of satisfaction on their KPIs gain a competitive advantage, an improved image, and a healthier bottom line.

Predicting the future success of your business starts with awareness of your currentcustomers and employees satisfaction.

Ask how it performs. See how it performs.Know where to improve. Repeat.

Elements of Improving Satisfaction

MEASUREthe happiness

Ask your survey questions and collect daily feedback

via our 4 Smileys.

FOLLOW your performanceSee your data, analyze the

results, pinpoint problem areas and make improvements.

IMPROVEyour business

Know the impact of your efforts. Share results in location and online,

with customers and employees.

Measurethe happiness

Our approachable, anonymous and easy-to-use 4 Smileys help you listen to your customers and employees in all environments, across the entire customer journey.

In location: Smiley Terminal™– instant, effortless way to collect daily feedback

On-line: Web Smileys™ – instant, easy way to capture user’s feeling when interacting with your website

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Please rate our service today

Capture feedback, instantly!The Smiley Terminals

Maximize the amount of feedback in the minimal amount of time.

Reduce costs associated with long surveys which obtain low response rates and can take months to analyze.

Measure satisfaction in every area of your business and identify those “pain points” that are decreasing your service performance level.

Captures on average 20% of entire footfall

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Features

Easy setupReady to use out of the box in just

3 minutes! No tools needed.

Real Time AlertsAutomated email notice when negative

results exceed a preset value.

Power freeNo charging, cables, or Wi-Fi needed. Data is transmitted via GSM network.

Misuse protectionBuilt-in custom settings filter out

unwanted inputs to ensure accuracy.

Please rate our service today

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For Your Customers

Area Measurement focus Question asked

Service performance Customer satisfaction Please rate our service today

Customer acquisition Referrals Your likeliness to recommend us to a friend?

Employee performance Staff attitudes How friendly were our staff?

Facilities management Cleaning services Please rate our washroom cleanliness

For Your Employees

Area Measurement focus Question asked

Departmental motivation Productivity How motivated are you towards your work today?

Project enthuasiam Engagement How engaged in this team project are you today?

Workday satisfaction Well-being How was your workday today?

Meeting effectiveness Time management How effective did you find this meeting?

Online Feedback, simplifiedThe Web Smiley Panel

An easy way for your stakeholders and customers to give immediate feedback when interacting with you online.

• See when and where your customers face challenges• Gain deeper insights with open text feedback feature• Measure effectiveness of changes, quickly and easily

Extremely effective in collecting feedback after online shopping experiences – response rates as high as 80%*

*After Elkjop (parent company of Gigantti) checkout

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PLUS

Features

CustomizableRe-appearance set to desired interval. Easy to change questions, any time.

Browser supportWorks in all web browsers and is optimized for mobile environment

Open feedback Customers can add extra comments,

giving you more in depth insights

UpdatesNo script maintenance or supportneeded. Free, automatic updates.

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For Your Customers

Online environment Measurement focus Question asked

Product Details Product information Your satisfaction with the amount of product information?

User experience Site structure / navigation How easy do you find it to navigate our site?

Purchase process Checkout process Please rate your checkoutexperience

Search functionality Category management How easy is it to find what you’re looking for?

For Your Employees

Target group Measurement focus Question asked

Remote employees Overall satisfaction How was your workday today?

Off-site employees (abroad, travel)

Communication

Productivity

How easy was it to quickly communicate with HQ?

How motivated are you towards your work today?

Consultants, Trainers, Sales persons Time management How well were you able to

manage your tasks today?

Virtual teams /Georaphically distributed teams Project management How engaged in this team project

are you today?

Utilize web smileys through intranet or via mobile browser

Followyour performanceOur intelligent web-based reporting service collects and analyzes your survey reponse data.

Results are displayed in easy to understand, interactive charts and graphs by: Day, Month, Year, Hour, Area/Location

The Smiley color-segmented bars and Happy Index trend line makes it easy to see how your service fluctuates, so you know when and where to place focus on improvement strategies.

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View Your PerformanceReporting Service

The dashboard provides for integrated customer and employee satisfaction results.

Clear results displayed in several aggregated chart types.

- NPS compatibility- export functions- API for integration- 24/7 access - unlimited amount of users.

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Data intervals

Results are displayed by:• Hour, day, week, month, and year• Smiley terminal / web smiley• Location / webpage

Feedback is uploaded to our Reporting Service once per day and analyzed results are available the very next day.

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Data featuresThe analyzed result data is displayed in several methods enabling easy review and clear distinction of information.

• Clear charts

• Comparative rankings between areas and locations

• Trending data

• HappyOrNot Performance Index for benchmarking results

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Results Direct To You!Email reports

The result summaries are combined into convenient Reports and emailed to your chosen list of recipients.

The types of report summaries:• Smiley terminal(s) / web smiley(s)• Daily / weekly / monthly• Unit level (locations)• Management level

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Please rate our service today

Get instant awareness of service performance decline and avoid escalation!

Receive an automated email notification when negative feedback responses in a specific location exceed a preset value.

Provides additional control and faster reaction time for management and managers responsible for service quality.

Real Time Alerts

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Example: When 20% or more responses in 60 minutes are negative

Properties

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Adjustable alert value Set according to your company’sfootfall and satisfaction standard

Alert notice timeframe As often as 15 minutes, and up to 240 minutes

Terminal / location based An alert is assigned to one in-location Smiley Terminal

Automated emailSent immediately following the set timeframe when the alert value is exceeded

Alerts log A list of triggered alerts

We canrecommend an

alert value basedon the satisfactionbenchmark of your

sector!

Improveyour business

Make your customers and employees feel part of the driving change behind your improvements!

Sharing your results closes the feedback loop. It showcases your success, builds your customers’ and employees’ trust, and shows that you listen.

Included at no extra

cost!

Interaction ReportsPrintable, uploadable, 1-page report to display in location

Social SharingOnline version for sharing in social media channels

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Share In LocationInteraction Reports

A stylized, ready-made summary report that displays your feedback results by your choice of location and time period.

Display near the Smiley Terminal, on notice boards, screens, in company meetings or common areas, so your customers and employees can see the outcome of their feedback.

Why?• Creates meaningful relationships with Customers• Encourages continued inputs• Builds trust through transparency• Promotes loyalty and brand reputation

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A stylized ready-made summary of your results by location and time period according to your Interaction Report schedule. Includes a pre-made (yet also customizable) post message.

Why?• Creates meaningful relationships with Customers• Increases website traffic, search ranking, and generate

leads• Increases brand awareness, reputation, loyalty• Enhances employer image

Feature is available via email reports.

Share OnlineSocial Sharing

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Complete Service Package

Collect feedback Smiley Terminal™ & Web Smileys™

Monitor satisfaction levels

Reporting Service & Email Reports

Improve business, engage customers

Interaction Reports & Social Sharing

Number of terminals (min)

3 Yearprice/month/terminal

2 Yearprice/month/terminal

1 Yearprice/month/terminal

Smiley Terminal Pricing

Terms & Conditions: Service fees invoiced annually upfront. Shipping & VAT Excluded. Delivery time 2-3 weeks from order.

Offer valid until: xx.yy.zzzz Prices for Western Europe.Update prices according to your currency and market area.

Real Time Alertsprice/month/terminal

Pilot offer

Includes:

• FREE Real Time Alerts for one (1) terminal for trial period. * Additional alerts 19€/month/terminal

• Mid-pilot review with client• Unit level feedback• Industry benchmark• How to use HappyOrNot feedbacks

Shipping & VAT excluded. Delivery time 2 – 3 weeks from order.

Number of terminals

2 monthprice/month/terminal

5 1975 €

Prices for Western Europe.Update prices according to your currency and market area.

Real Time Alertsprice/month/terminal

FREEfor 1 terminal *

Web Smileys Pricing1 panel 5 panels 10 panels 50 panels

79€/month 149€/month 179€/month 199€/month

Per panel

79€/monthPer panel

29.8€/monthPer panel

17.9€/monthPer panel

3.98€/month

Pricing based on price break quantity pricing and 1 year service term

Prices for Western Europe.Update prices according to your currency and market area.

How was your online experience today?

Founded2009 based on a real customer

need of quick and easy feedback method

InnovationInvented the easy customer and employee satisfaction

measurement service

TodaySales by 75 ResellersNearly 100 countries

Today more than 2500 customersHQ in Tampere, Finland

50 Employees

About Us

MissionWorldwide standard to continuously MEASURE, FOLLOW, IMPROVE

Customer and Employee satisfaction

Across the Globe

Industry leading clients