June 9 – USAlliance Federal Credit Union has announced the successful trial and launch of HappyOrNot customer satisfaction service kiosks at several of its branch locations in both Massachusetts and New York. A two month trial revealed a high level of overall customer satisfaction, but also identified specific times/days of the week within each branch location where customer service dipped below normal.
HappyOrNot kiosks record customer satisfaction at the point of service with a single question to which customers respond by pushing one of four buttons (green smile face, green semi-smiley face, red semi frown, or red frown). Responses are recorded along with the date and time and uploaded daily via GPRS to the HappyOrNot central server. From there, reports are generated to help isolate specific days/times of dissatisfaction.
During the first six weeks of the trial, USAlliance corporate managers tracked the results generated at each branch location to establish a base line of performance. They then began providing individual branch managers with daily HappyOrNot reports for both their branch and the other participating branches. Within a week of receiving the daily reports, the branch managers had identified and resolved any anomalies and customer satisfaction ratings increased to near perfect levels.
“Our branch managers determined that the dips in member satisfaction were directly related to shift changes and other minor daily tasks and events,” notes Chris Lazowy, Senior Vice President of Branch Operations and Business Development. “The branch managers shared the information with staff which resulted in changes to the daily work schedules. And in turn, we saw a dramatic improvement in overall member satisfaction during their in-branch experience”
Installation of the kiosks was a seamless process for USAlliance according to Kevin Randall, Vice President of Information Technology. “Our reseller DoublePort LLC who specializes in credit union and banking deployments did an excellent job preconfiguring the kiosks so that it only took us 5 minutes to set them up and start using them at our branch locations.” says Randall.
“Both USAlliance and DoublePort look forward to receiving the HappyOrNot customer satisfaction reports every Monday morning” says Ed Gundrum, CEO of DoublePort, an authorized reseller and systems integrator of HappyOrNot in North America. “Our next steps will be to help integrate the HappyOrNot devices with the other customer satisfaction tools that USAlliance uses.”
About USAlliance Federal Credit Union
USAlliance Federal Credit Union is a member-owned not-for-profit financial institution offering a full range of innovative financial products and delivery channels. Since its inception in 1966, USAlliance has grown to over $850 million in assets and serves more than 65,000 members across the globe. For more information, please visit www.USAlliance.org.
HappyOrNot helps its clients in such sectors as financial, retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, automotive, and public and governmental services to develop their service experience and sales through continuous monitoring and reporting on customer satisfaction levels. HappyOrNot service has received several awards and recognition by major medias such as Daily Finance and USA Today. HappyOrNot is currently being used by over 350 retail and service chain and public and governmental organizations across 39 countries. For more information about HappyOrNot, please visit www.happy-or-not.com.
About DoublePort LLC
DoublePort LLC is global business development, reseller and integrator of hi tech products and solutions. The company specializes in wireless, telco and media and entertainment verticals. For more information please visit www.doubleport.com.