Good News from Fri, 29 June, 2012:

Finnish service measures customer satisfaction at Heathrow

London’s Heathrow Airport has launched a customer satisfaction service developed by Tampere-based company HappyOrNot Ltd.

— We needed a quick and simple method to understand our passengers’ feedback on a day to day basis, explains Kevin Rendle, spokesman for the British Airport Authority, owners of Heathrow Airport.

The HappyOrNot customer satisfaction measurement units present an interchangeable question which travellers can respond to by pressing the device’s smiley buttons. The units collect feedback and record customer satisfaction levels, and can be found behind the airport’s security check points.

Established in 2009, HappyOrNot’s clients in Finland include Nokia, S Group and Kesko. The company also has numerous customers in other countries.

— The service is used in, for example, Central Europe, the UK and Sweden. It is used in restaurants, chain stores and supermarkets. Also France’s national railway company, the SNFC, is one of our customers, says HappyOrNot Ltd’s Managing Director Heikki Väänänen.

In addition to providing the measurement units, the customer satisfaction service also includes reporting the results to the organisation.

The service has received several Finnish awards and is one of the nominees in this year’s Media Evolution innovation competition in Sweden.