“We survey our membership annually but that gives us results only once a year,” said Langley Branch Services Analyst Amy Stoll. “The HappyOrNot kiosks enable us to gauge our service on a regular basis. Plus, we are now able to see certain trends by day of the week or time of day. We can then implement changes when necessary.”
HappyOrNot kiosks record customer satisfaction at the point of service by asking a single question to which customers or members respond by pushing one of the smiley face buttons. Responses are recorded along with the date and time, and uploaded nightly to the HappyOrNot central server via a cell SIM card card contained within each kiosk. The cloud based service generates the reports and emails them to management the following morning providing an indication of overall satisfaction levels and more important, specific times of the day when those levels can be improved.
So far, the trends have been very positive for Langley. And, because of the kiosks, the Credit Union has been able to identify a service issue and implement changes when necessary. “Although this is very rare occurrence, we did have a member who left a branch dissatisfied and expressed his frustration at the HappyOrNot kiosk. The branch manager forewarned us that this would probably show up on the kiosk”, says Stoll “we probably would not have been made aware of this member’s dissatisfaction, and been able to correct it, without the presence of HappyOrNot.
About Langley Federal Credit Union
Langley Federal Credit Union serves over 219,000 members with $2 billion in assets, ranking the financial cooperative as one of the largest credit unions in the country. Located in Hampton Roads, Langley has 18 branches and has served the community for more than 79 years. For more information, visit www.langleyfcu.org.
HappyOrNot® helps its clients to develop their service performance and sales through continuous monitoring and reporting on customer and employee satisfaction levels. We serve such sectors as financial services, retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, automotive, and public and governmental services. The HappyOrNot service has received several awards and recognition by major media such as Daily Finance and USA Today, and featured on Fox Business, Bloomberg International and U.S., and CNBC. HappyOrNot is currently being used by over 1,500 retail and service chain organizations across more than 50 countries. To learn more, visit www.happy-or-not.com.
About DoublePort LLC
DoublePort LLC is a 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.