Company News • 16.03.2021

Touchless Feedback

The Wall Street Journal published an article about Instant Feedback ‘Smiley’ Buttons

The Wall Street Journal, after interviewing our co-founder and Executive VP of Strategic Alliances, Ville Levaniemi, published an article titled “Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic”.

The article discusses how HappyOrNot, despite the challenges which the pandemic has brought, has successfully responded to the need to ensure that its customers, and the general public, feel safe and confident when they interact with the machines; preventing Covid-19 from spreading through surfaces by developing touchless enhancements to the instant feedback terminals.

On the subject of the hesitance felt by people over touching public surfaces, Ville comments that “It’s all about the perception… We need to make sure even the most hesitant customers don’t have a reason not to communicate with the business.”

Supplier
Logo: HappyOrNot

HappyOrNot

Innere Kanalstraße 15
40476 Düsseldorf
Germany
Woman in grocery store in front of feedback touch point...
Source: HappyOrNot
“It’s all about the perception… We need to make sure even the most hesitant customers don’t have a reason not to communicate with the business.” Ville Levaniemi – Executive VP of Strategic Alliances

The article discusses how HappyOrNot and other companies have worked hard to take action when faced with this new and unforeseen challenge. HappyOrNot, for example, was the first feedback company in the world to coat its Smiley machines with antimicrobial film in order to prevent them from spreading the virus, as well as introducing a brand new offering which involved adding QR codes and URLs to the machines and signage, allowing customers to submit their feedback on a smartphone (if that was their preference), and thus completely removing the need for physical interaction. Ville explains that, while QR codes are one alternative, the additional steps required means that it adds an extra layer of friction for the customers. As a result, HappyOrNot went a step further, looking for a better, more efficient alternative to QR codes.

The article goes on to discuss our ongoing experimentation with motion sensor cameras that we are using to create a touchless version of our machines. Ville emphasized HappyOrNot’s commitment to ensure that we only release well-tested products, commenting “we have certain standards on usability and it’s really important for us that the data is accurate before we put it on the market”.

Following on from the Wall Street Journal article, Ville shares additional context:

“There isn’t an industry or business, especially relating to the travel or aviation sector, which hasn’t been affected by the pandemic and we are no different. However, over the past year, we have remained positive about the return of customers and have actively looked for solutions which would encourage and instill confidence in businesses and people who still wish to collect and give feedback, respectively.

The additional technological advances we are seeing, which have been accelerated further by the pandemic, has also allowed us to explore ‘touch-free’ expansions to our Smiley Touch touchscreen terminals, like the purely digital survey solution enabling seamless feedback for virtually any physical or digital touchpoint via QR code and/or URL. Further developments to our Smiley Touch terminals, such as gesture-based feedback and the future of providing our customers with more options to capture the maximum amount of feedback, is on the imminent horizon of HappyOrNot. Our customers will be able to collect even more in-depth data insights in the most frictionless way possible.

This is a vital step forward for us as we are fully aware that people still actively want to give feedback, especially when they are provided with safe options to do so. We have seen this with our customer, the sporting goods retailer XXL. During the pandemic, the company assumed that people would be adverse to the terminals being present, but a resounding customer demand for their return disproved this and showed that within three months, the company had already gathered over 600,000 responses; justifying their necessity.

It’s going to be a slow return to normality for a lot of industries, but we are confident that the combination of what we’ve seen from our customers, and the general public, is an indicator of the trust and confidence we have built over the past 11 years. We will continue to innovate around user safety and offer the most frictionless omnichannel solution that is possible.”

Read the full article on the Wall Street Journal here: Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic

related articles:

popular articles:

Thumbnail-Photo: Alimentation Couche-Tard to roll out smart checkout...
13.06.2022   #Tech in Retail #self-checkout systems

Alimentation Couche-Tard to roll out smart checkout

More than 7,000 stores will get new checkouts using Mashgin's AI-powered technology

Alimentation Couche-Tard Inc. announced it will deploy more than 10,000 Mashgin Touchless Checkout Systems branded as "Smart Checkout," to over 7,000 of its Circle K and Couche-Tard stores during the next three years. The AI-powered ...

Thumbnail-Photo: Automated stores: the path to the future
15.08.2022   #Tech in Retail #artificial intelligence

Automated stores: the path to the future

Intelligent checkout and shelf systems at EuroCIS 2022

At the past trade fair in Düsseldorf, Zucchetti presented intelligent checkout and shelf systems for the store of tomorrow. Even if the technology is currently still in its infancy – the theoretical possibilities are pioneering.Nico ...

Thumbnail-Photo: Pop-up eye testing kiosks by Swedish tech company ieye...
12.07.2022   #Tech in Retail #kiosk terminals

Pop-up eye testing kiosks by Swedish tech company ieye

Digitalised 5-minute eye tests with personalized recommendations

Swedish tech company, ieye is harnessing the power of Sony technology to develop the world's most digitised optics chain, refashioning the traditional optics industry with its rapidly growing network of convenient pop-up eye testing ...

Thumbnail-Photo: Practical buying, automatic selling
07.09.2022   #retail #digitization

Practical buying, automatic selling

Interview with Alexander Eissing, Managing Director of Livello GmbH, about modern vending machines and their cross-sector future

Vending machines are a familiar sight at airports, train stations, hospitals and many other facilities. But not all vending machines are the same. Many of the older models are not suitable for meeting the requirements of both retailers and customers ...

Thumbnail-Photo: Smart shopping – with intelligent shopping trolleys...
21.07.2022   #brick and mortar retail #Tech in Retail

Smart shopping – with intelligent shopping trolleys

How modern shopping trolley systems benefit retailers and customers

Smart shopping trolleys offer various advantages not only to customers but also to retailers. This was proven by the great interest in and selection of such technologies during EuroCIS 2022. With the SmartShopper, Expresso has launched its own ...

Thumbnail-Photo: The connected supermarket: shopping experience of the future?...
04.10.2022   #brick and mortar retail #retail

The connected supermarket: shopping experience of the future?

Bizerba presented a wide range of solutions for the retail trade at EuroCIS

A consistent shopping experience across all channels – no problem! Thanks to state-of-the-art devices and artificial intelligence, retailers can further strengthen customer loyalty. At EuroCIS 2022, Bizerba presented new solutions and ...

Thumbnail-Photo: Rolling into the future
31.08.2022   #brick and mortar retail #customer satisfaction

Rolling into the future

Why shopping carts can be so much more than they currently are

More and more technology is finding its way into our supermarkets. Already today, self-service checkouts, electronic shelf labels and virtual wayfinding guides are a familiar sight in many stores. But the customer experience usually doesn't ...

Thumbnail-Photo: Vending and payment – a contactless romance...
20.07.2022   #mobile payment #Tech in Retail

Vending and payment – a contactless romance

How the pandemic has changed the vending, retail and payment industries

The pandemic brought the rise of contactless solutions – not exclusively, but also for sales and payment. One of these solutions are vending machines.Since vending machines and payment go hand in hand, we grabbed both Moritz Haendel, Managing ...

Thumbnail-Photo: Fully automated stores: where its possible, when its possible, but...
22.09.2022   #brick and mortar retail #Tech in Retail

Fully automated stores: where it's possible, when it's possible, but feasible!

How do you provide the optimal fulfillment service?

On 21.9.2022 it was time once again: iXtenso and EuroShop had served a new "retail salsa" and invited to the webtalk at the virtually arranged table. Our main ingredient: the certain spiciness for the optimal customer journey, because the ...

Thumbnail-Photo: Smart & realistic virtual clothing try-on
13.09.2022   #online trading #e-commerce

Smart & realistic virtual clothing try-on

Creating a virtual fitting room with a selfie and measurements

Anthropics Technology presents Zyler – AI-powered virtual fitting technology for shoppers and retailers that allows customers to try on hundreds of outfits quickly and easily on a smartphone, desktop or in store. A selfie and a few ...

Supplier

Citizen Systems Europe GmbH
Citizen Systems Europe GmbH
Otto-Hirsch-Brücken 17
70329 Stuttgart
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
EuroShop
EuroShop
Stockumer Kirchstraße 61
40474 Düsseldorf
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
salsify
salsify
7 rue de Madrid
75008 Paris
Chili publish NV
Chili publish NV
Neue Schönhauserstraße 3-5
10178 Berlin
iXtenso - retail trends
iXtenso - retail trends
Celsiusstraße 43
53125 Bonn
SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal