http://ccuassociation.org/business-services/cu-connect-business-services-providers HappyOrNot® customer satisfaction kiosks enable credit unions to obtain immediate member feedback at the point of experience and monitor daily branch performance via a cloud based Reporting Service. The HappyOrNot customer satisfaction kiosks ask a single question to which members respond anonymously by pressing one of four buttons: a green smiley face, a green semi-smiley face, a red semi-frown face, or a full-blown red frown. Responses are recorded along with the date and time, and then uploaded nightly to the HappyOrNot central server via a SIMS cell card contained within each kiosk. The server generates reports that are automatically emailed to management with valuable insights on overall satisfaction levels and more importantly points to specific times of the day where service can be improved. HappyOrNot Smiley Terminals (kiosks) are used by credit unions and credit union associations across North America as well as 1,500 leading retail and service chain organizations across 60 countries. The HappyOrNot kiosks are provided and managed by DoublePort LLC, an authorized HappyOrNot partner specializing in the sales and deployment of the devices to credit unions and banks throughout North America. Contact: Ed Gundrum, co-Founder, CEO DoublePort, LLC
Telephone: 978-474-0187 Website: www.happy-or-not.com
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HR Answers: Happier Members
July 2015 – Vol: 38 No. 7 Duke University Federal Credit Union deploys kiosks to measure service standards When $123 million/15,000-member Duke University Federal Credit Union, Durham, N.C., was seeking to create a more consistent member experience, it chose HappyOrNot’s innovative customer satisfy action kiosks. With the kiosks already in use by credit unions throughout the U.S., Duke University FCU took the use of the smiley face devices to a new level by deploying them at every member interaction station within the credit union. From the moment members walk into the lobby, until the time they leave, they are presented with the opportunity to express their satisfaction level. The fun-to-use kiosks are strategically placed at the greeter station, each of the loan officers’ desks, the teller windows, and even (soon) the drive-up stations. The results have been extremely rewarding for the credit union. “The HappyOrNot kiosks have resulted in a more consistent customer experience,” says Duke University FCU CEO Daniel Berry, CCE, a CUES member. “The presence of the kiosks and the immediate feedback they provide is always in the mind of our staff, encouraging them to be more careful to do their absolute best to serve every person who comes in the door.” Tied to Employee Bonuses The credit union deployed its 21 HappyOrNot kiosks beginning April 15. Starting Jan. 1, 2016, the bonuses of every member-facing Duke University FCU employee will be partially tied to the HappyOrNot kiosk reporting results. “Once we have six months’ worth of data, we will set the 2016 targets,” says Berry. “This gives our staff as well as members time to become comfortable with the technology. Several months of data will provide us a better average to set incentives. In addition, we wanted employees to recognize that one frown wouldn’t eliminate their incentive. However, we need to provide the best service possible so one frown doesn’t lead to another.” For the bonus structure, “there will be a graduated scale,” explains Berry. “For example, $100 for 95 percent satisfaction plus an additional $100 for each percentage point above 95 percent. The theory is to motivate employees to try their best.” While the incentive will be paid on the individual employee’s results, the benchmark employees are working toward will be set based on the department, says Berry. Reports Help With Coaching HappyOrNot kiosks record customer satisfaction at the point of service by asking a single question (in Duke University FCU’s case: “Please rate our service today”) to which members respond by pushing one of the four smiley (or not) face buttons. Responses are recorded along with the date and time, and uploaded nightly to the HappyOrNot central server via a cell SIM 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. Individual staff members also receive an email with their satisfaction results. Duke University FCU uses the reports in multiple ways. “First, we look at satisfaction levels per department,” says Berry. “We are looking for variances: Are some of our internal processes influencing member satisfaction? Next, the daily report helps illustrate expectations between employees and their supervisor. “Trends allow managers to identify employees who need coaching. The manager can consider the underlying reasoning: personality conflict, communication differences, and/or not being able to resolve issues. Since reports are received daily, the identification and resolution of satisfaction disappointments can be handled in a quicker manner. Finally, we like how we can measure member satisfaction per employee. Having a kiosk at each workstation tells members that their opinion is important to us.” Results are Good So far, the kiosks have been a success at keeping the CU’s member service levels high and reinforcing a culture of service. “Our experience has been that consistency has been excellent,” says Berry. “A subconscious benefit is that employees treat each member individually. They understand that the opinion that matters most is the individual in front of them. As a result, the existence of the kiosk reinforces consistency. After a difficult transaction, the employee knows the next person in line is separate.” “The ultimate benefit for credit unions using HappyOrNot is that they can determine and improve upon overall credit union satisfaction levels and detect anomalies in service that can be corrected,” says Ed Gundrum, CEO of DoublePort LLC, an authorized partner of HappyOrNot . “And with the daily reports, credit unions can act quickly to address their members’ needs and provide employee coaching or training as needed.” NEWPORT NEWS, VA (June 9, 2015) — In order to gauge member service, Langley Federal Credit Union installed the HappyOrNot customer satisfaction kiosks in each of their 18 branch locations. The kiosks were implemented at the beginning of February, 2015 and have given the Credit Union valuable feedback in service satisfaction trends.
“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. About HappyOrNot® 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. MARLBOROUGH, MASSACHUSETTS (May 7, 2015) — In his hit song, Happy, music artist Pharrell Williams captured the emotional feelings of countless people throughout the world by giving them a cheerful melody and upbeat lyrics that helped raise their spirits and generate a euphoria of happiness.
While all humans seek happiness throughout the span of their lifetime, measuring one's level of happiness at a particular point in time has now been made more easy and inviting through use of the HappyOrNot customer satisfaction kiosks, used for the first time at a credit union conference hosted by the Cooperative Credit Union Association. Credit union executives from New Hampshire, Massachusetts and Rhode Island who recently attended the Association's CU Accelerate 2015 conference in Chatham, Mass., were asked to tap one of four buttons on a specially designed kiosk to record their level of happiness and satisfaction on a number of topics, from presentations to the overall quality of the venue. Measurement was automatically and anonymously tallied by the HappyOrNot customer satisfaction kiosk and which button on the kiosk the executive decided to press—a green smiley face, a green semi-smiley face, a red semi-frown face, or a full-blown red frown. 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 GPRS card contained within each kiosk. The server 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. The innovative HappyOrNot kiosks are in use by numerous credit unions throughout North America, but this was the first time they were used to help measure member satisfaction at an association/league-level conference. The Cooperative Credit Union Association deployed the HappyOrNot kiosks near the exit doors of the general session room and also at the central registration area. Conference attendees were invited to provide feedback quickly, easily and anonymously. The kiosks’ highly graphical data results were then presented to the gathering on the following morning. “Member satisfaction is paramount, not only at the credit union level but at the Association level as well,” said Paul Gentile, Association president/CEO. “Using the HappyOrNot kiosks is a very effective way to actually determine the satisfaction level of those we’re committed to serve. Knowing you’re doing a good job is one thing; having the data to confirm it validates your efforts and hard work.” For the Association, its efforts at planning CU Accelerate 2015 and selection of speakers and topics paid off. The HappyOrNot kiosks recorded an overall score of 97 percent to the planners, reported through the graphs and charts they received from the kiosks. The HappyOrNot kiosks were provided and managed by DoublePort LLC, an authorized HappyOrNot partner specializing in the sales and deployment of the devices to credit unions and banks throughout North America. “Our calendar is filling up quickly with credit union and banking associations across the United States and Canada who want to use HappyOrNot kiosks at their events to measure member satisfaction,” says DoublePort’s CEO Ed Gundrum. “The kiosks are a great way to engage an organization's members or customers. They not only provide data on the quality of service being offered but also demonstrate the value you place on the opinions offered by those you serve. It shows members you care.” For more information on the HappyorNot kiosks watch the Association's video or visit www.happy-or-not.com . About the Cooperative Credit Union Association The Cooperative Credit Union Association, headquartered in Marlborough, Mass., promotes the interests of more than 180-member credit unions located throughout the states of Massachusetts, New Hampshire and Rhode Island. The Association is, first and foremost, an advocate for its members, representing them before Congress and state legislatures, regulatory bodies and the public. It also provides an array of services including educational programs, workshops and conferences; a digital Daily CU Scan to brief its members on all the latest news and issues facing credit unions; and, through its CU Connect program—a select group of service providers—and a number of system partners, works to advance the availability of their services to its members. For more information, visit CCUAssociation.org. About HappyOrNot® 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 retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, financial services, 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 nearly 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. HARRISONBURG, VA (March 23, 2015) -- Park View Federal Credit Union planned for some staffing and minor physical space changes at the beginning of the year in several of its branches. In order to gauge the impact of the upcoming changes, PVFCU purchased the HappyOrNot customer satisfaction kiosks. The kiosks were used at its branches to establish “before” baseline measurements during December 2014. Beginning in January 2015 the HappyOrNot kiosks measured members’ reactions to the changes as they were made throughout the first quarter of 2015. The results revealed continually improving member satisfaction levels as a result of both the branch changes and the use of the HappyOrNot kiosks. The most recent results credit union wide found that responses were 99% positive.
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 smiley face, light green semi-smiley face, light red semi-frown, or red frown). Responses are recorded along with the date and time and uploaded wirelessly each day. Reports are generated to measure overall customer satisfaction levels and to help isolate specific days/times of dissatisfaction. “We noticed that we were getting less positive responses during lunch times at one of our branches, which led the Branch Manager to make scheduling adjustments to allow for more coverage during those times,” says Lisa Lehman, PVFCU Marketing Manager. “This resulted in a distinct improvement in member satisfaction at that branch. Most interesting is that we noticed that members had more grace when things weren’t going as well (long lines, etc.). We attribute this in part to members appreciating our message that we care about their feedback that the presence of the HappyOrNot kiosks provide. Even on days when service was slower due to increased foot traffic, the kiosk responses were positive.” Park View Federal Credit Union was the first credit union in Virginia to implement the technology. Members have been curious about the HappyOrNot units, have asked questions about them, and think they are interesting and fun. One member posted a photo of one of the units on Instagram and said, “What a great way to get immediate customer feedback! Great job Park View Federal Credit Union.” PVFCU found that after the units have been in a branch for a few months, they are noticed when they are gone while being used at another branch. Some members have commented while the unit wasn’t there that they would “give a green smiley” if it were! Installation of the kiosks was a seamless process for PVFCU according to Lehman. “Our reseller DoublePort LLC who specializes in credit union and banking deployments did an excellent job with preconfiguring the kiosks and training ahead of time so that it only took us 5 minutes to set them up and start using them at our branch locations once they arrived.” “HappyOrNot kiosks regularly help improve credit union member satisfaction levels by an average of 5% within their first month of deployment,” says Ed Gundrum, CEO of DoublePort, an authorized reseller and systems integrator of HappyOrNot in North America. “Member satisfaction directly relates to bottom line revenue. With an average 40% response rate directly at the point of sale, and the cost of about a fancy cup of coffee per day to own and operate, the HappyOrNot kiosks are one of the most effective CRM devices in the industry today.” About Park View Federal Credit Union Park View Federal Credit Union is a member-owned not-for-profit financial institution offering a full range of innovative financial products and delivery channels. Founded in 1969, PVFCU has grown to over $137 million in assets and serves more than 9,200 members. For more information, visit www.pvfcu.org About HappyOrNot® HappyOrNot® helps its clients to develop their service experience and sales through continuous monitoring and reporting on customer satisfaction levels. We serve such sectors as retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, financial services, automotive, and public and governmental services. The HappyOrNot service has received several awards and recognition by major medias 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 1,000 retail and service chain organizations across 50 countries. To learn more, visit www.happy-or-not.com See 3 minute video presentation: https://www.youtube.com/watch?v=uxn6ZfrCnlg 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. September 2014 – Vol: 37 No. 9 by Karen Bankston USAlliance FCU's in-branch kiosks provide quick and instant service feedback. Sept. 19, 2014 The eye-catching kiosks in the lobbies of USAlliance Federal Credit Union branches offer members a quick and engaging way to offer feedback, and they are taking advantage of the opportunity. The HappyOrNot monitor displays a single, simple question, such as “Based on today’s experience would you recommend us to a friend?” or “Please rate our service today?” Members tap one of four buttons on a scale from smiley to frowning face. Even that limited data has helped underscore the importance of high-quality member service in every interaction and pinpointed service issues at specific times and days. For example, when member satisfaction ratings at one branch dipped at the same time on the same day two weeks in a row—with one in eight members on average declaring themselves less than fully “smiley-faced”—managers investigated and discovered that at that time, the ATM was being serviced. As a result, members visiting the branch couldn’t use the ATM and were routed to a side door to enter and exit. Sharing daily reports with branch managers, who in turn share them with their staff, has also helped improve already-positive results—97 percent of members pushing the best possible rating—to “near Six-Sigma-esque ratings,” says Kevin Randall, CCE, VP/information technology for the $909 million credit union serving 65,000 members in Boston and New York City. Randall, a CUES member, suggested installing the HappyOrNot kiosks in USAlliance FCU lobbies after seeing kiosks in use at a conference and snapping a photo with his iPhone. The credit union was the first U.S. financial institution to use the kiosks, which are manufactured in Finland to customer specifications, purchasing them through U.S. reseller DoublePort. Ed Gundrum, DoublePort co-founder/CEO, says the kiosks sell for under $500 per unit when purchased in quantities of 10 or more. USAlliance FCU rotated the kiosks through all its branches in a two-month trial this spring, experimenting to determine which questions offer the most useful information. The feedback vehicle is designed to support a strategic goal of measuring, monitoring, and improving member service, Randall says. Though the data is limited, the response rate is extremely high and available quickly via wireless transmission to a cloud reporting system. The credit union is even considering using the kiosks to gather employee feedback at in-house events. “It’s very visible and engaging. Members have gone out of their way to comment, ‘Hey thanks for asking,’” Randall says. “And it seems to cross language barriers as well.” Karen Bankston is a long-time contributor to Credit Union Management and writes about credit unions, membership growth, marketing, operations and technology. She BankNews
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. About HappyOrNot® 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. edit. |
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