For Immediate Release
Contact: Ed Gundrum, CEO
May 21, 2018
HappyOrNot’s New Touch Smiley Terminal to Provide Valuable Customer Feedback to Banks
When $250MM Huntingdon Valley Bank’s CEO, Travis J. Thompson, Esq., noticed the HappyOrNot terminals while traveling, he thought they would be an ideal way for his Bank to monitor & improve upon its service levels. Shortly thereafter, HVB became one of the first financial institutions in North America to deploy the latest version of the HappyOrNot
terminals, a 3-tier, tablet-based version called the “Touch”. The results have been immediate and rewarding to HVB.
“Soon after deploying the HappyOrNot Touch terminals we experienced an interesting reaction from our customers & employees alike. Our customers provided valuable feedback on our staffing levels, customer experience and opportunities for improvement. At the same time, the HVB Team became competitive amongst themselves with regards to who could provide the best overall service. We have really had fun with it, and we are seeing positive results in the form of customer feedback, employee engagement and new account activity.” says Chris Jacobsen, EVP/Chief Operating Officer at Huntingdon Valley Bank. “Our goal moving forward is to utilize the HappyOrNot Touch terminals to continually improve upon our customers’ experience which at the end of the day will result improved Bank performance.”
HappyOrNot’s new Touch model is a 3-tier, tablet-based terminal that invites members to rate the service they received by pressing one of four Smiley face buttons. The member can select a category and type in a detailed comment. The results are available within minutes via the HappyOrNot Reporting System and in summary form the next morning via highly graphical reports that are automatically emailed to the execs. Because the member feedback is very current member issues may be addressed while those activities are still fresh in the employee’s minds. The HappyOrNot Reporting system also provides a myriad of report generation capabilities for short and long term customer experience analysis.
The immediate success of using the HappyOrNot Touch model at HVB has demonstrated that banks of all sizes can benefit from their use. “The new HappyOrNot Touch model enables customers to submit detailed comments directly at the point of sale while providing bank executives with valuable feedback in a timely and organized manner” ” says Ed Gundrum, CEO of DoublePort LLC, a HappyOrNot reseller primarily focused upon the marketing and sale of the terminals to the financial industry throughout North America. “It’s far better to obtain customer feedback while they are still in the branch office and be able to act upon issues promptly than it is to have those customers express their concerns publically via Bankrate or Yelp!
About Huntingdon Valley Bank
HV Bancorp. Inc., a Pennsylvania corporation, is the holding company for Huntingdon Valley Bank, a community bank located in suburban Philadelphia, which has provided consumer and commercial banking services since 1871. HVB currently operates four full-service locations in Bucks, Montgomery and Philadelphia counties, Pennsylvania.
HappyOrNot® is the global leader in instant customer and employee satisfaction reporting. Our innovative feedback collecting smileys and intelligent data analytics reporting service help our clients to improve their customer experience, relationships, and employee engagement. We serve nearly 4,000 companies across 117 countries and have collected and reported on over a half billion feedbacks.
About DoublePort LLC
DoublePort LLC is a global business development company that provides US direct sales, demand-generating marketing and enterprise level partnering for companies from Canada and Europe. For more information, please visit doubleport.com.