In recent years, you may have seen a “Please rate your travel experience” sign at airports you’ve visited, with a “smiley” system.
Those little smileys (or sad faces) you tap on are part of a feedback system developed by a marketing firm called (what else but) HappyOrNot.
HappyOrNot, a company run out of Finland (with other offices in West Palm Beach, Amsterdam, Frankfurt, London and Paris), is the global leader in instant customer and employee satisfaction reporting with their innovative feedback smileys. Since 2009, the company has been researching peoples’ happiness on a variety of topics, from where they shop, to where they eat, and everything in between. They’ve worked with over 3000 organizations in 117 countries and its clients include Microsoft, McDonald’s, London Heathrow Airport, LinkedIn, the British National Health Service (NHS), and IKEA.
When it comes to travel, at last count, they have HappyOrNot smiley terminals in about 160 airports across 36 countries and the company published their inaugural Airport Report a while back, which was based on 158 million responses. Here are some of the results:
