Our solution consists of two main elements: Happy or Not terminals and an easy to navigate app available to customers via their phone or computer using a unique QR code. The benefit of the QR code is that it ensures a touchless and convenient option since the onset of Covid-19. Both feature four faces depicting different moods for employees to rate their satisfaction levels, indicating how pleased they are with their experience.
In mid-2020, 24 terminals were rolled out across Europe, Asia-Pacific and the Americas to production sites and offices. By the end of 2020, more than 100,000 responses had been recorded. The latest figures from December 2020 recorded a Happy Index of 87% across the contract, from almost 20,000 responses with 89% providing positive feedback.
Building trust and transparency
Food is a hugely emotive area for our customers. What’s more, food experiences can be highly subjective – wherein what’s good in one person’s opinion is not in another’s. With Happy or Not, our food services teams are able to tap into the majority consensus and get real-time data on customer experiences. This is much more powerful than relying on hearsay and a small set of individual opinions – and allows us to demonstrate the impact of changes we have made to the service using the data from the terminals. As a result, we quickly build trust with our customers and demonstrate transparency on the decisions we have made in our food service provision.