You Can’t Improve What You Can’t Measure

Earlier this month, we shouted out Customer Service Appreciation Week, and recently both Senior Director of Customer Service Amy Gardea and Customer Service Specialist Shaunelle Curry shared their Pro Tips.

That’s because, as Jim has written, “Good service is the best marketing money you’ll ever spend.”

Photo Courtesy of HappyOrNot

Now, venues like Philadelphia’s Wells Fargo Center and San Francisco 49ers’ Levi’s Stadium have installed terminals made by HappyOrNot that are “equipped with buttons representing a smile, a half-smile, no smile and a frown, ranging in color from green for happy to red for not happy. … The battery-operated machines are placed at bathroom exits, next to concession stands, in parking lots and basically at any location where fans encounter customer service,” reports Noelle Riley for VenuesNow.

These terminals gather customer satisfaction data at a higher rate than was previously possible with post-event surveys.

“In our world, you can’t improve what you can’t measure,” Brad Winney, general manager and president of HappyOrNot Americas, told Riley.

The terminals are a big hit: Riley writes that Wells Fargo Center captured helpful data on the first day they used the terminals.

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