​​www.happy-or-not.com/en/insights/customer-story/case-shoe-station/

​NEWS
For Immediate Release
Contact: Ed Gundrum, CEO
O: 978-474-0187
 
November 27, 2018
 
Members Provide Detailed Feedback at all 20 Northeast Credit Union Branch Offices.
 
Andover, MA — Northeast Credit Union recently upgraded its new HappyOrNot Touch member satisfaction terminals to all of its 20 branch locations throughout Maine and New Hampshire.  The upgrade follows 3 years of using the HappyOrNot standard terminals. 
 
The new HappyOrNot Touch model is a 3-tier, tablet-based version that enables members to enter detailed comments while at the branch office.   The terminals also provide follow-up categories to personalize the responses, such as “Wait times”, “Employee professionalism”, “Loan rates”, etc. for the member to choose from as part of the feedback process.

“The detailed feedback we are receiving from our members via the new HappyOrNot Touch models help us provide exceptional service to our members.” , says Andrea Pruna NECU’s Senior Vice President, Chief Marketing & Retail Officer.  “This is a great addition to the many points of 
feedback we are gathering on the topic.” 
 
The Touch model is polled every few minutes which makes member input available to NECU’s execs and branch managers almost immediately via the HappyOrNot’s Internet and Mobile Reporting portals.  Additionally, an NECU administrator can change the questions and categories within minutes at all 20 branch offices via the Internet.
 
Northeast Credit Union opted for HappyOrNot’s custom branding option which enabled artwork that the credit union designed to be displayed on the terminal.  “We were looking for ways to provide artwork and messaging within our branch offices, and the custom branding option was an inexpensive way to accomplish this” says Pruna.
 
The HappyOrNot terminals are supplied and supported by DoublePort, LLC, and authorized HappyOrNot partner and reseller that sells to financial institutions across North America.
   
About Northeast Credit Union
Since 1936, Northeast Credit Union (NECU) has been helping people with their financial needs and giving back to the local communities. NECU has $1.4 billion in assets and serves more than 130,000 members at 20 branches throughout New Hampshire and Maine. NECU is member-owned, operating not-for-profit, but for service, which allows the revenue generated by its services to be given back in the form of lower interest rates on loans, reduced fees, attractive earnings on savings and investments, and around-the-clock access to the latest electronic services. As part of its ‘Love Your Community Project,’ NECU is committed to celebrating and supporting the organizations and individuals who make its communities a better place to live and work.  For more information, please visit www.necu.org.
 
About HappyOrNot®
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 120 countries and have collected and reported on over a half billion feedbacks. For more information, visit happy-or-not.com.
 
About DoublePort LLC
DoublePort LLC is a global business development, reseller and integrator of hi-tech productsand solutions. The company specializes in sales of HappyOrNot products to the financial industry including banks and credit unions.   For more information, please email [email protected] or call 978-474-0187.

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For Immediate Release
​Contact: Ed Gundrum, CEO
O: 978-474-0187
E:  [email protected]

October 30, 2018
​
Credit Unions Opt for Colorful Artwork for their HappyOrNot Member Satisfaction Terminals

Andover, MA — Credit unions across North America are opting for the custom branding option that HappyOrNot is offering with their new Touch terminals, and the results are an array of innovative, colorful displays for branch visitors to enjoy.

The new 3-tier, tablet-based Touch model also provides comprehensive member feedback
capabilities. After responding to the initial question on the screen, members can choose from a list of categories selected by the credit union (i.e. Wait times, Employee professionalism, Loan rates, etc.) and then enter detailed comments.

“The new capabilities provided by the new Touch model enable us to obtain near-real time
detailed feedback from our members” says Howard Meller, CEO of GHS Federal Credit Union, headquartered in Binghamton, NY. “The colorful branding helps us promote our messaging and attracts our members to use the terminals.” GHS FCU had previously used the standard HappyOrNot terminal for 3 years prior to recently upgrading to the new Touch model.

With the Touch model member feedback is available to credit union execs and branch managers via the HappyOrNot Reporting Portal within minutes of being entered. The terminals are polled every 10 minutes via a cellular cloud service and the results are immediately reported.

“Our members really enjoy using the new HappyOrNot Touch terminals and have complimented us on the artwork displayed on them” says Craig Atkinson, CEO of Houston Highway Credit Union. “We benefited by using standard HappyOrNot Smiley terminals over the past 3 years, but our one concern was that we were occasionally unable to recall specific transactions associated with our member’s input. The new Touch model helped resolved this issue by enabling our members to type in details about their visit.”

“Nearly all credit unions and banks across North America that have purchased the HappyOrNot Touch terminals have chosen the custom branding option” says Ed Gundrum, CEO of DoublePort, LLC, an authorized partner and reseller of HappyOrNot. “It’s a very inexpensive way of adding artwork and messaging to every branch office”.

About HappyOrNot® 
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 120 countries and have collected and reported on over a half billion feedbacks. For more information, visit happy-or-not.com.

About DoublePort LLC 
DoublePort LLC is a global business development, reseller of HappyOrNot products. . The company focuses upon the financial sector (banks and credit unions) for HappyOrNot. For more information, please visit doubleport.com.

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NEWS
For Immediate Release
Contact: Ed Gundrum, CEO
O:  978-474-0187
[email protected] 

May 21, 2018
 
HappyOrNot’s New Touch Smiley Terminal to Provide Valuable Customer Feedback to Banks
 
Andover, MA   
 
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.
 
About HappyOrNot®
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.
 
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​Inside Marketing: Weighing In On Web
​2018: Vol. 41 No 1
​
Real-time member feedback drives site redesign and improved branch interactions.The ultimate test of a website is how well it meets users’ expectations, but it’s not easy to find out what members like and don’t like about your online portal. Two credit unions gathered member input via a simple pop-up feedback system to help guide their website redesign. 
$135 million Duke University Federal Credit Union used HappyOrNot Web Smileys panel to encourage members to rate selected web pages and content by clicking on a smiling, neutral or sad face and supplying additional comments if they’d like. 
“With our current website, our goal was to provide as much information as possible,” says CUES member Daniel Berry, CCE, CEO of the Durham, N.C., credit union. “What we’re learning is if it takes more than two or three clicks, members prefer to gather information in a phone call. As a result of feedback from members, our new website design will be simpler and more intuitive, with less information.”
$133 million Members Advantage Community Credit Union, Barre, Vt., used the same system to gather online feedback in advance of its website update, asking questions like: How can we improve? Do you find our rates competitive? Would you refer us to a friend or family member? Are you finding what you need on this page? 
Because members see those questions every time they sign on to a page, it’s helpful to change up the questions regularly, says Members Advantage CCU Marketing Manager Lindsay Hennekey. “We know it’s time to change the questions when member engagement goes down.” 
Comments accompanying the smiley ratings (available through DoublePort) are provided anonymously, which allows for frank feedback but rules out the possibility of following up for more information or sharing a solution for members, Berry notes.
Duke University FCU plans to launch its new website early this year and will continue to collect member input on the new design. “That feedback will help stay current with members’ needs and expectations,” he says. 
Both credit unions also use HappyOrNot kiosks in their branches. That feedback is anonymous as well but is provided so quickly that branch managers can usually drill down to specific interactions that are moved to push the frowning face. Members Advantage CCU supplements the quick reviews by placing feedback forms near the kiosks so members have the option to provide more extensive comments. Member service ratings are high, typically in the 98 percent positive range, but “we want to hear the good and the bad,” Hennekey says.
Duke University FCU positions a kiosk in front of each teller, member service representative and loan officer, “both to collect feedback and to remind employees that the most important person isn’t necessarily your supervisor but the person in front of you—the member,” Berry says.
Karen Bankston is a long-time contributor to Credit Union Management and writes about credit unions, membership growth, marketing, operations and technology. She is the proprietor of Precision Prose, Eugene, Ore.

HappyOrNot, the Finnish company behind the familiar feedback system that puts physical terminals in retail and other public locations, has raised $14.5 million in a Series A round of funding led by European VC firm and early Spotify investor Northzone, with participation from Australia’s AirTree.
This represents the company’s first outside funding.
You may have seen HappyOrNot’s quirky little terminals in the wild before. Founded out of Tampere, Finland in 2009, HappyOrNot claims around 4,000 clients globally, with 25,000 terminals spread across locations that include McDonald’s, IKEA, Microsoft, London’s Heathrow Airport, LinkedIn, and the Financial Times. It also provides back-end tools and analytics to help clients parse the data it collects.

Though its headquarters remain in Finland, HappyOrNot maintains a secondary base in Florida, with 65 employees spread across the two hubs.
Though smartphones and the internet increasingly dictate how companies elect to deliver their services — and garner feedback — there is a lot to be said for a physical infrastructure that encourages customers to leave feedback on the spot and with minimal friction.
“HappyOrNot was inspired by my own frustration at not being able to communicate with retailers about good or bad experiences, in order to ensure that employees received recognition or that businesses could improve their service,” explained HappyOrNot founder and CEO Heikki Väänänen. “It is gratifying that organizations and consumers across the world have embraced HappyOrNot, and our own endorsement as a company has come from Northzone and AirTree’s commitments to us.”
The funding will enable HappyOrNot to double down on its international expansion, with a particular focus on the U.S., U.K., Germany, and France. AirTree’s involvement also hints at a push into the Asia-Pacific region. Additionally, the company said it plans to “invest heavily” in research and development and sales and to grow its headcount to 200 people by 2020.

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​ANDOVER, MA (July 25, 2017) — Business author and management expert Ken Blanchard once stated “Feedback is the Breakfast of Champions!”, and credit unions across the US are  improving their websites and online applications by using HappyOrNot Web Panel Smileys to obtain valuable member feedback.

Duke University Federal Credit Union deployed the Web Panel Smileys over a year ago to obtain member feedback regarding its overall website, auto loan lending programs and online videos.   “Our web presence is very important to our business” says Dan Berry, CEO.  “The Smileys provide a convenient and timely way for our members to submit opinions and make suggestions.  We have addressed many of these items and as a result our online presence has improved”.

HappyOrNot Web Panel Smileys reside on individual Web Panels and ask a single question relevant to that page.    The members can vote and then elaborate by submitting specific comments.   The credit union receives its member feedback via email the following morning.
Members Advantage Community Credit Union (MACCU) in Vermont assigned five HappyOrNotWeb Panel Smileys to its web pages to obtain member feedback regarding its overall website, branch hours of operations, and interest rates on auto loans, personal loans and savings.  “Since our implementation of the Web Panel Smileys 6 months ago, we’ve received almost 800 comments from our members ranging from compliments to recommendations for improvement.” says Lindsay Hennekey, MACCU Marketing Manager. “Essentially the Web Smileys have turned our membership into a large volume test team for us.”

The Web Panel Smileys can be configured to allow a time period between displays (3 days, 1 week, etc) before the Smiley reappears for each individual member.

“Credit unions require seamless transitions across all web pages and online applications, competitive rates, and a look and feel that meets or exceeds the expectations of its members.”says Ed Gundrum of DoublePort LLC, a HappyOrNot partner that focuses upon credit unions and banks.   “HappyOrNot Web Panel Smileys help reveal technical, business nd member related issues.”
Save

About Duke University Federal Credit Union - Since 1968 Duke University Federal Credit Union (Duke Credit Union) has been committed to providing quality financial service to members of the Duke University community.  Duke Credit Union currently has $135 million in assets.

About Members Advantage Community Credit Union - Members Advantage Community Credit Union is a not-for-profit, full service financial cooperative that is owned and operated by our members. We currently serve over 15,000 members at our offices in Barre, South Burlington, Springfield, White River and Windsor. Members Advantage Community Credit Union became our name on January 1, 2006. Five credit unions have come together to make us who we are today: Central Vermont Teachers Credit Union, Windsor-Orange County Credit Union, Caswell Credit Union, Covered Bridge Credit Union and Windsor County South Credit Union.

About HappyOrNot® -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. For more information, visit: www.happy-or-not.com

About DoublePort LLC -DoublePort LLC grows SMB companies from Canada and Europe into the North American market via sales, demand generating marketing and strategic alliances.   For more information please visit www.doubleport.com.
ContactsEd Gundrum
Co-Founder, CEO
DoublePort, LLC
978-474-0187

Press

ALBANY, NY (June 1, 2017) — Hudson River Community Credit Union (HRCCU) will soon be uniquely adjusting the hours of operations at each of its five branch offices located in Corinth, Glens Falls, Cohoes, Hudson Falls and Troy, N.Y., and HappyOrNot member satisfaction terminals are providing member feedback and key metrics associated with this effort.   HRCCU’s goal is to streamline operations without inconveniencing members.
Eight months ago, HRCCU installed HappyOrNot member satisfaction terminals at each of the branch offices. Since that time, HRCCU executives and branch managers received highly graphical HappyOrNot reports every morning via email that include member feedback regarding teller line wait times, hours of operation, loan processing and staff performance. HRCCU has received 98.6% positive feedback since the terminals were introduced at the branches.
In addition to the member feedback, the HappyOrNot terminals also captured the day and time for each response, and the resulting reports were instrumental in helping HRCCU assess its optimum operating hours for each of its branch offices. The HappyOrNot terminals achieved an average 23 percent response rate — a significant sample size of overall member traffic patterns.   The resulting daily HappyOrNot reports and online reporting portal access became an easy and succinct way for executives to assess optimum operational hours.
“The HappyOrNot terminals are providing us with three key metrics” said John Marino, Director of Marketing at HRCCU. “Member feedback is helping us improve upon our service levels. The traffic patterns provide a convenient way for us to analyze and determine hours of operations at each branch, and member feedback following the change in operating hours will help assure satisfactory results.”
“Recent new additions to the HappyOrNot Reporting Portal include the ability to break out reports by any combination of specific days of the week and specific times of day” says Ed Gundrum, CEO of DoublePort LLC, HappyOrNot’s partner specializing in the financial sector.  “For example, reports can be created to show all results on Fridays, all results from 3 to 4 p.m., or all results from 3 to 4 p.m. on Fridays.”​

​About Hudson River Community Credit UnionHudson River Community Credit Union is a not-for-profit financial cooperative owned and governed by its members. Our mission is to improve the well-being of members and their families by providing quality financial services with the best overall value. Membership is open to anyone who lives, works, worships, attends school, business and/or other legal entities located in Warren, Washington, Saratoga and Rensselaer Counties, Cohoes, Watervliet and Green Island and their family members. Federally insured by NCUA. For more information visit www.hrccu.org.
​
About HappyOrNot®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. For more information, visit happy-or-not.com.

About DoublePort LLCDoublePort 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 doubleport.com.

​
​NEWS
For Immediate Release 
Contact:
Walt Laskos, CUDE
O: 508.481.6755
C: 310.871.0263

May 11, 2017 (Marlborough, Mass.) — The Cooperative Credit Union Association (CCUA) is designing a new website with all the latest bells and whistles in order to better serve its Delaware, Massachusetts, New Hampshire, and Rhode Island credit union contingency. As part of the initiative, CCUA recently implemented HappyOrNot’s “Web Panel Smileys” on several of its current web pages to enable clients to rate their satisfaction level and offer feedback that will be useful to the new website.
 
Within the first few weeks following implementation of the Smileys, several surprising areas for improvement were revealed regarding CCUA’s overall website, its careers page and its Daily CU Scan news bulletin.

​The HappyOrNot Web Panel Smileys enable users to vote on specific questions and to elaborate by submitting specific comments. Every morning, several key CCUA employees receive emails containing the previous day’s results expressed in highly graphical reports and also the user comments/suggestions. 
 
“As more and more of our credit union clients use our website to obtain information and conduct transactions, it is imperative that our association be a leader in web appearance, clarity, efficiency, and performance” said Walter Laskos, SVP, Strategic Communications at CCUA.  “The Web Panel Smileys essentially turn our entire client base into a giant volume test team for us.”   
 
The Web Panel Smileys complement HappyOrNot’s member satisfaction terminals that Cooperative Credit Union Association has used at its conferences for the past three years to measure the effectiveness of speakers, agenda and vendor exhibit areas. CCUA also uses HappyOrNot kiosks to measure the effectiveness of regional training sessions that it frequently conducts throughout the four states it serves.   
 
“The Web team for nearly all of our credit unions and CU association customers consists of one employee that serves as a web coordinator, an outside web development company that does most of the heavy lifting and one or more third-party service providers for things like mortgage rate quotes and processing,” said Ed Gundrum, CEO of DoublePort LLC, HappyOrNot’s partner specializing in the financial sector. “So you have three diverse entities converging with the goal of creating a seamless and transparent web offering for the credit union/CU association. System testing is a brief exercise and volume testing is non-existent. The HappyOrNot Web Panel Smileys enable the entire user base to participate in an ongoing review.”
 
 
About the Cooperative Credit Union Association
The Cooperative Credit Union Association, headquartered in Marlborough, Mass., promotes the interests of nearly 200 member credit unions throughout Delaware, Massachusetts, New Hampshire, and Rhode Island. CCUA is, first and foremost, an advocate for its members before Congress and state legislatures, regulatory bodies and the public. In addition, it provides an array of services, including educational programs, workshops and conferences; a daily e-briefing 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 quality products and services to its members. For more information, visit ccua.org.
 
About HappyOrNot®
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.
For more information, 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.
 
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Attachments:
HappyOrNot Smiley on Screen

     NEWS RELEASE
       FOR IMMEDIATE RELEASE
        April 25, 2017

Members Advantage Community Credit Union
www.maccu.org
​ 
Marketing Contact:
Lindsay Hennekey, Marketing Manager
Email: [email protected]
​Phone:  (802) 861-4572

Members Advantage Community Credit Union Nears-Perfect Member Satisfaction Rating.
​ 
Burlington, VT -  Achieving optimum member satisfaction at Members Advantage Community Credit Union (MACCU) is a big deal, so in February of 2017 the credit union deployed HappyOrNot Member Satisfaction terminals at four branch offices, and HappyOrNot Web Smileys on five its web pages.
 
The HappyOrNot terminals help affirm MACCU’s great in-branch service to its 16,000+ members with a near perfect 99% positive member rating for all visits. Members are utilizing the terminals at an average rate of 3,000 times per month which represents a 20 to 25% response rate.   Additionally, the terminals are creating an increased level of proactive communications between branch managers, execs and employees.   
​

Web Panel Smileys
Complimenting the in-branch terminals are five HappyOrNot Web Panel Smileys that MACCU has deployed on individual web pages in order to solicit member feedback regarding its online services.   The Smileys enable members to rate a particular item and to submit comments.   
 
The Smileys are reporting positive ratings and are generating feedback and suggestions from MACCU members.   The credit union will be utilizing this valuable feedback for its new web design that it will be implementing over the next several months.
 
“HappyOrNot’s systematic approach for both in-branch and online member surveys works very well for us” says Lindsay Hennekey, Marketing Manager at MACCU.  “Our execs, members and board of directors are all very pleased with the results”.
 
The HappyOrNot kiosks were purchased from and configured by DoublePort, LLC, an authorized HappyOrNot partner that specializes in the financial sector. 
 
About Members Advantage Community Credit Union
MACCU serves over 15,000 members with $130 million in assets. Located in Barre, South Burlington, Springfield, White River and Windsor Vermont, MACCU has 5 branches and has served the community for more than 64 years. For more information, visit www.maccu.org.
 
About HappyOrNot
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.
For more information, visit: www.happy-or-not.
 
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 about how credit unions are utilizing HappyOrNot systems to measure and improve their member satisfaction please visit www.doubleport.com/news.
 
 
 
 
 
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