Company News • 16.03.2021

Touchless Feedback

The Wall Street Journal published an article about Instant Feedback ‘Smiley’ Buttons

The Wall Street Journal, after interviewing our co-founder and Executive VP of Strategic Alliances, Ville Levaniemi, published an article titled “Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic”.

The article discusses how HappyOrNot, despite the challenges which the pandemic has brought, has successfully responded to the need to ensure that its customers, and the general public, feel safe and confident when they interact with the machines; preventing Covid-19 from spreading through surfaces by developing touchless enhancements to the instant feedback terminals.

On the subject of the hesitance felt by people over touching public surfaces, Ville comments that “It’s all about the perception… We need to make sure even the most hesitant customers don’t have a reason not to communicate with the business.”

Supplier
Logo: HappyOrNot

HappyOrNot

Innere Kanalstraße 15
40476 Düsseldorf
Germany
Woman in grocery store in front of feedback touch point...
Source: HappyOrNot
“It’s all about the perception… We need to make sure even the most hesitant customers don’t have a reason not to communicate with the business.” Ville Levaniemi – Executive VP of Strategic Alliances

The article discusses how HappyOrNot and other companies have worked hard to take action when faced with this new and unforeseen challenge. HappyOrNot, for example, was the first feedback company in the world to coat its Smiley machines with antimicrobial film in order to prevent them from spreading the virus, as well as introducing a brand new offering which involved adding QR codes and URLs to the machines and signage, allowing customers to submit their feedback on a smartphone (if that was their preference), and thus completely removing the need for physical interaction. Ville explains that, while QR codes are one alternative, the additional steps required means that it adds an extra layer of friction for the customers. As a result, HappyOrNot went a step further, looking for a better, more efficient alternative to QR codes.

The article goes on to discuss our ongoing experimentation with motion sensor cameras that we are using to create a touchless version of our machines. Ville emphasized HappyOrNot’s commitment to ensure that we only release well-tested products, commenting “we have certain standards on usability and it’s really important for us that the data is accurate before we put it on the market”.

Following on from the Wall Street Journal article, Ville shares additional context:

“There isn’t an industry or business, especially relating to the travel or aviation sector, which hasn’t been affected by the pandemic and we are no different. However, over the past year, we have remained positive about the return of customers and have actively looked for solutions which would encourage and instill confidence in businesses and people who still wish to collect and give feedback, respectively.

The additional technological advances we are seeing, which have been accelerated further by the pandemic, has also allowed us to explore ‘touch-free’ expansions to our Smiley Touch touchscreen terminals, like the purely digital survey solution enabling seamless feedback for virtually any physical or digital touchpoint via QR code and/or URL. Further developments to our Smiley Touch terminals, such as gesture-based feedback and the future of providing our customers with more options to capture the maximum amount of feedback, is on the imminent horizon of HappyOrNot. Our customers will be able to collect even more in-depth data insights in the most frictionless way possible.

This is a vital step forward for us as we are fully aware that people still actively want to give feedback, especially when they are provided with safe options to do so. We have seen this with our customer, the sporting goods retailer XXL. During the pandemic, the company assumed that people would be adverse to the terminals being present, but a resounding customer demand for their return disproved this and showed that within three months, the company had already gathered over 600,000 responses; justifying their necessity.

It’s going to be a slow return to normality for a lot of industries, but we are confident that the combination of what we’ve seen from our customers, and the general public, is an indicator of the trust and confidence we have built over the past 11 years. We will continue to innovate around user safety and offer the most frictionless omnichannel solution that is possible.”

Read the full article on the Wall Street Journal here: Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic

related articles:

popular articles:

Thumbnail-Photo: Iberian Sports Retail adopts Hii Retail native cloud platform...
19.06.2023   #e-commerce #retail

Iberian Sports Retail adopts Hii Retail native cloud platform

The Iberian Sports Retail Group adopts the Hii Retail native cloud platform in over 350 stores across three countries – “It enables us to scale up”

The multichannel leader in sports equipment sales in the Iberian Peninsula, Iberian Sports Retail Group (ISRG), has partnered with Extenda Retail to replace their Checkout applications. Extenda Retail’s next-generation cloud-native checkout ...

Thumbnail-Photo: Tiedt celebrates quarter century milestone with ITL...
05.07.2023   #Tech in Retail #cash handling systems

Tiedt celebrates quarter century milestone with ITL

Marcus Tiedt marks 25 years with the cash handling and biometrics solutions provider

Marcus Tiedt, Innovative Technology’s Sales & Marketing Director, marks 25 years with the cash handling and biometrics solutions provider. Based in ITL’s German office in Pinneberg just outside Hamburg, Marcus has been an integral ...

Thumbnail-Photo: Toshiba launches powerful and compact TCx® 900 point-of-sale system...
22.08.2023   #brick and mortar retail #epos systems

Toshiba launches powerful and compact TCx® 900 point-of-sale system

POS system TCx 900 is designed for retail requirements and equipped with 13th generation Intel Core processors

The TCx® 900 is the newest point-of-sale (POS) system from global retail technology leader Toshiba Global Commerce Solutions. It provides advanced technology offerings through a powerful modular system in a compact design built to last and ...

Thumbnail-Photo: Nike launches Airphoria in Fortnite
26.06.2023   #digitization #omnichannel

Nike launches Airphoria in Fortnite

Access open from June 20 at 12 pm ET through June 27 at 8 pm ET

Nike is launching “Airphoria” in Fortnite, a first-of-its-kind gaming experience. Building on a multiyear partnership with Epic Games, Airphoria brings to life the future of sport experiences at the intersection of games and culture, ...

Thumbnail-Photo: Toshiba opens new Retail Operations Center in Europe...
03.08.2023   #e-commerce #retail

Toshiba opens new Retail Operations Center in Europe

Facility equipped with innovative technology and a powerful inventory management system

Toshiba Global Commerce Solutions has opened a state-of-the-art Retail Operations Center in Almere, Netherlands. The strategic move will enhance operational efficiency and provide superior service to the company's valued customers and partners ...

Thumbnail-Photo: With chatbots on the winning side?
02.08.2023   #online trading #e-commerce

With chatbots on the winning side?

How Google wants to promote productivity and creativity with Bard

Chatbots and other AI tools have been the talk of the town since the release of ChatGPT last year. In many industries, discussions are being held about the quality, reliability and actual usefulness of the programmes. With Bard, Google has thrown ...

Thumbnail-Photo: Aldi and (e-)commerce in China
26.06.2023   #online trading #e-commerce

Aldi and (e-)commerce in China

How the discounter is positioning itself in East Asia and what others can learn from it

"China is a highly competitive market," says Renata Thiébaut. Nevertheless, the company, headquartered in the Ruhr region, seems to have shown elbows and is now selling successfully there. The professor of e-commerce and China expert ...

Thumbnail-Photo: Help yourself!: Are self-checkouts the next big thing in retail?...
14.06.2023   #brick and mortar retail #self-checkout systems

"Help yourself!": Are self-checkouts the next big thing in retail?

Efficient everyday business, efficient shopping

In the face of the digital age (and the rush just after the end of the workday or the day right before a holiday), retailers are looking for innovative technologies to continuously improve shopping experiences. Self-service checkouts (SCOs) allow ...

Thumbnail-Photo: Toshiba Launches New ELERA™ Security Suite to Address the Industry’s...
22.09.2023   #cashpoints #customer experience

Toshiba Launches New ELERA™ Security Suite to Address the Industry’s Challenges Around Shrink

Toshiba’s A.I.-powered solution empowers retailers across the globe to better manage loss prevention and protect profits

Security Suite from Toshiba Global Commerce Solutions empowers retailers to minimize shrink...

Thumbnail-Photo: Puma reimagines omnichannel shopping experience through metaverse...
21.06.2023   #omnichannel #customer experience

Puma reimagines omnichannel shopping experience through metaverse platform

Sports company expands its metaverse web destination, Black Station, with immersive digital retail experience

Sports company Puma has launched Black Station 2, a metaverse platform that bridges the digital and physical worlds, allowing users to purchase phygital footwear. Black Station 2 is an expansion to its initial Black Station debut last September as ...

Supplier

Zebra Technologies Germany GmbH
Zebra Technologies Germany GmbH
Franz-Rennefeld-Weg 2-6
40472 Düsseldorf
Reflexis Systems GmbH
Reflexis Systems GmbH
Kokkolastr. 5-7
40882 Ratingen
Innovative Technology Ltd.
Innovative Technology Ltd.
Innovative Business Park
OL1 4EQ Oldham