Increase customer satisfaction with the push of a button

I read a fascinating article in the New Yorker about a small Finnish company called HappyOrNot. It helps businesses rate customer satisfaction with one easy tool – screens with smiley-face buttons to register how they felt about their experience.

Those responses yield volumes of information allowing executives to take steps to improve customer satisfaction. Prior to hosting the Olympics in 2012, Heathrow Airport hired HappyOrNot. Visitors selected a button after going through security. Airport executives made adjustments and customer satisfaction increased by 50 percent.

The 49ers installed buttons all over Levi’s Stadium and got 20,000 responses the first game.

— Jan Schroder, The Atlanta 100