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Created
September 17 , 2020
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Latest modified
September 17, 2020
An Aviation concept from Norway that could easily be rolled out to other segments and countries.
Aviation Norway began adding the Finnish made HappyOrNot terminal in 2013 at several airports to obtain clear KPIs concerning client satisfaction. Thanks to this terminal it is easier to continuously adapt to customers needs and the implementation of adjustments with no delay. These KPI’s enhance the perception of trust and safety and in addition increase efficient processes.
Its has been installed in airports where passengers interact with it. Passengers are our client's clients and therefore an extremely important player in this business landscape.
Description
Norway identified and developed contract and Securitas might be obtaining the exclusive rights in the security sector. The reason why Aviation Norway chose the Finnish HappyOrNot is mainly because it is the least expensive and most simple. And it offers great interfaces and monitoring dashboards in various devices.
About Aviation Norway's customer service program:
How this concept could easily be rolled out unto other obvious segments: Reception, lounges (VIP etc.), conference centers, embassy, government buildings, information desks.
It is a very low-tech device: The end-user (in this case normally a passenger) simply presses which ever smiley-face that corresponds best to his/her feelings. No room for comments or explanations allowed - a fast and fun feedback from the client. It is always placed next to or after the end-user's interaction with our personnel.
It is a free standing console which then feeds back into an online database. Which again can be monitored visually in various devices and interfaces.
Aviation Norway do not plan to change the concept a lot in the future since it is working quite well.
Next phase might be to have a guard ask the customer a few follow-up questions. A brochure explaining our objectives and a contact form is also something they consider.
How many countries use this device so far: Norway, Germany, Belgium and Sweden.
Costs: The price model is based on a monthly fee per device, and transport of device is paid by Securitas.
September 17 , 2020
September 17, 2020