• Securitas External Links
    • Securitas Corporate Web
    • Securitas Brand Portal
    • Securitas – Inside
  • Submit content to us
Securitas Concepts Portal

Client satisfaction terminal

You are here: Home / Electronic Security Catalogue / Client satisfaction terminal

Client satisfaction terminal

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.

  • Also see our Vision Tool. It supports operations such as: inspections, incident reporting, assignment planning, visitor and delivery management and more.

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.

  • Read more here: www.happy-or-not.com/en

About Aviation Norway's customer service program:

  • Aviation Norway introduced its service development program in 2012 with the objective to increase the awareness of each employee on service delivery and customer focus
  • A methodology was based on a strong personal responsibility, the different roles at the airport and with special focus on positive reinforcement and communication of good examples
  • When starting the happyornot-devices in 2013 we took another step to a more systematic approach in which the team is focus and more responsibility for the team leaders
  • We developed our service standards step-by-step with focus on the individual responsibility and development of the team and teamwork
  • The individual responsibility and contribution to deliver service based on each person's personality, has been and shall be a priority
  • We assess ourselves, are proactive and increase the understanding of the customer/passengers need
  • New goals are set yearly
  • Our journey so far:
  • - Step 1: awareness and the role of the manager
  • - Step 2: the team and teamleader
  • - Step 3: individual impact and service standards
  • We do not have courses. The method is based on: Learning by doing. Walk the talk. Living the brand. Our values; Integrity-Vigilance-Helpfulness.

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.

Page information

  • Created

    September 17 , 2020

  • Latest modified

    September 17, 2020

image_pdf
Download/print this page
© Copyright - Securitas Service Europe NV - 2013
Scroll to top