HappyOrNot ® Makes Customer Satisfaction an easy Key-Performance Indicator 1.Introduction 2.HappyOrNot in 5 minutes 3.Avis Sweden trial overview 4.How

HappyOrNot® Makes Customer Satisfaction an easy Key-Performance Indicator

1. Introduction2. HappyOrNot in 5 minutes3. Avis Sweden trial overview4. How to improve?5. Next Step: Roll-Out

3.6.2014

Erno SyvälahtiSales Director, PartnerHappyOrNot Ltd

© & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved

Customers - Fortune 500 companies & industry leaders: Retail, Healthcare, Hospitality, Services, Transportation


HappyOrNot Ltd

Awards:HappyOrNot was one of the coolest Things We Saw at NRF’s Retail's BIG Show”

HappyOrNot listed in Top Start-up list by one of the Nordics' biggest Finance publication, Talouselämä in January 2014

COMPANY CONFIDENTIAL

• Est. 2009, Finland• Offices in Finland and US• Service available in 39 countries• Over 500 customers• + 100 000 000 feedbacks collected• Key industry segments: Retail, Healthcare,

Transportation, Services

http://www.happy-or-not.com/happyornot-for-retail/

http://www.happy-or-not.com/happyornot-for-healthcare/

http://www.happy-or-not.com/happy-or-not-for-transportation/

http://www.happy-or-not.com/happyornot-for-service/


No wires• Uses 2G/3G GSM–network, and features an internal power source• Your customer won't be tripped up by wires, and the devices can be

placed freely

No Install• Very easy to deploy

Highly durable• Designed to withstand large input volumes • Batteries last +2 years


Metering DevicesTotally Wireless – patent pending


Easy Reporting

2. Web dashboard

1. E-Mails


Automatic, role-specific emails distributed to the entire organization: • Unit Reports• Area Reports• Management Reports

• Big Picture for both Units and Management• Results comparison• Export views for Powerpoint or Excel

3. HappyOrNot API

Third Reporting option for large companies for integrating the HappyOrNot ® results to other

services that report indexes like for example Sales Data, Conversion rate, Basket size and Footfall.


Avis Norway”Hvor fornøyd er du med vår kundeservice i dag?”

10 units (1 device / store)


Created 5th of June 2014


What Is It?

Green = 100light green = 66light red = 33Red = 0

The numbers are added together and divided by the count.

Typical HappyOrNot –index averages:

• 60-70 – High-volume Retail sector, often gas station chains, Airport Security Checks

• 70-84 – Majority of our customers• 85-90 – Best of Retail sector• +90 – Only few companies can get these kind of scores

long term. Often Private Healthcare Elite or top-tier Retail chains.

HappyOrNot indexCOMPANY CONFIDENTIAL


Top LevelCOMPANY CONFIDENTIAL

Overall results & Unit comparison

Good Index

Overall it looks good. Company index of 87 is on par what we’ve seen in the Nordics from this industry.

However over 800 Customers have given red so it’s important to see when and where this is happening to improve.

Three ”class” of locations so far

Vigra, Vika and Bergen are getting excellent results, all are over 90.Then there’s big ”middle class” that are considerably weaker. Out of these 10 locations Flesland is clearly the weakest so far.



What makes the difference?Vika vs. Gardermoen vs. Flesland

Let’s take a deeper look on next pages by comparing Vika (”Best Class), Gardemoen (”Middle Class”) and Flesland (”Weakest”).


Average Day

all feedbacks so far

Vika Gardermoen

Very stable, good! 9.00 – 9.59 has been the only weaker hour.

Flesland

20.00 – 20.59 is the weakest but in general a bit more fluctuation than in Vika.

Flesland has strong fluctuation. Some very good hours but a lot of weaker hours. 12.00 – 12.59 and 14.00 – 14.59 been the most challenging so far.


Average Weekall feedbacks so far

Vika Gardermoen

Saturdays have been the only weak point in Vika.

Flesland

Thursdays are weakest in Gardemoen. This is interesting as Friday is by far the busiest (biggest amount of feedback) while Wednesdays are relatively quiet.

Thursdays and also slightly saturdays as well are on the red side.



How to improve?

• HappyOrNot ® to all key locations

• Daily + Weekly + monthly email reports to site managers

• Weekly + Monthly Email reports to rest of staff

• Management: Weekly + monthly reports

Exposure and Conversation => Better Results


Next Step: Roll-Out

Long-term customer satisfaction improvement

1. Customer Satisfaction becomes a daily, measurable Key Performance Indicator

2. Motivates your employees3. Good service improves customer

loyalty and sales



THE WORLDWIDE SOLUTION FOR CONTINUOUS CUSTOMER SATISFACTION IMPROVEMENT


Documents

HappyOrNot ® Makes Customer Satisfaction an easy Key-Performance Indicator 1.Introduction 2.HappyOrNot in 5 minutes 3.Avis Sweden trial overview 4.How