Frequently Asked Questions

HappyOrNot is a full customer feedback solution comprised of the hardware, the software, and the service. We help you increase your customer satisfaction and revenue by making operational decisions based on data. The steps are simple:

1. Collect lots of instant feedback with our Smileys
2. Learn how to improve with user-friendly Analytics
3. Make informed decisions and tackle issues based on customer feedback data, and repeat!

Read more on our solution page.

On average, our customers achieve 30% less unhappy customers in their first year of using HappyOrNot.

Why is having happy customers important? Research shows that

• 50% of customers will switch to a competitor after just one bad experience
• 86% of buyers are willing to pay more for great customer experience
• Customer-centric companies are 60% more profitable than others

By making customer-centric decisions you are increasing your customer lifetime value, as well as reducing costs by making your operations more efficient.

Our team is happy to walk you through your specific use case, don’t hesitate to contact us!

This depends on your unique use case, such as the location, footfall and length of typical visit. Our experts will help you choose the right solution for you, which could also be a combination of different Smiley products to cover your needs. We offer the widest set of seamlessly connected products to cover the full range of feedback collection points.

As a rule of thumb, we recommend Smiley Touch when it is relevant to understand not only the satisfaction level, but also the reason for it. And a combination of Smiley Touches and Smiley Digital will help you cover all touch points across channels, be they physical or digital. Smiley Terminal can be a good solution at busy sites with a lot of passers-by, or when there is a need for battery-run devices. All endpoints share the same easy-to-use insightful Analytics tool.

Currently, with the Smiley Touch, Smiley Digital, and QR code survey, the survey flow includes: the main question, an optional follow-up question, and optional open feedback.

We continue to focus on flexibility without compromising the frictionless approach. We’ll be adding richer and deeper question options to our surveys in the upcoming year. Contact us if you want to know more!

The survey question on a Smiley Terminal is visible on a question sheet holder. With Smiley Touch, Smiley Digital and a QR code survey, the question is displayed on the screen.

Yes, all Smiley products share the same easy-to-use insightful Analytics tool and it’s included in every package.

Yes, the feedback data in Analytics updates as the feedback flows in, so you can check the performance throughout the day and always be up-do-date. You can also set alerts to be notified automatically of a certain amount of negative feedback, for example.

HappyOrNot data is anonymous to make sure the person giving feedback can give their opinion freely.

HappyOrNot Smiley Touch and Smiley Digital offer the users a possibility to leave their contact details in case they would like to be contacted. This is totally voluntary for the user, so the main rule of data being anonymous applies.

Additionally, we can also connect feedback with demographic data so that you can view feedback data, highlights, pain points, etc. by different target audiences. When someone gives feedback on a Smiley Touch, it detects the age group and gender of the person giving feedback. You can then view feedback in your HappyOrNot data screened by your chosen demography.

Identification of any individual person is not possible, rather, the data is captured from a 128-dimensional vector. No photos are ever stored anywhere, nor seen by human eyes, nor is it possible to recover or restore an identifiable image from the vector. See how it works

Yes, HappyOrNot supports the widely used and recognized customer experience measurement system NPS and provides official, licensed NPS surveys on Smiley Touch and Smiley Digital. This allows customers committed to the NPS as a metric to utilize the same metric in their customer experience surveys.

HappyOrNot Happy Index is the performance score calculated as a weighted average of the 4 Smileys. It can range from 0 to 100.

No. There is a protected SIM card inside Smiley Touch, which automatically uses a mobile network to send data to HappyOrNot Analytics.

Yes. Smiley Digital can be integrated to selected commonly used platforms, such as for example email and web pages. Smiley Digital products can be placed on any page of your website, intranet, or other HTML capable applications and devices. We also have established best practice for some popular platforms, such as SharePoint. Additionally, our API allows you to share feedback gathered through Smiley Digital. Don’t hesitate to contact us for more details related to your preferred platforms.

QR codes can be generated to complement Smiley Terminal and Smiley Touch surveys (we call this Smiley Link), but they can also be standalone (Smiley Digital).

The standard survey flow is: a.) Smiley question, b.) an optional follow-up option (single choice), and c.) optional open feedback, followed by an optional re-direct to a web page of your choice.

QR codes can be generated in the Export function of the Details page for a specific location/Experience Point in Analytics.

Smiley Touch and Smiley Digital currently support 37 different language options. However, it is possible to set up a survey in other languages with character support.

HappyOrNot Analytics is currently available in 19 different language options.

Yes, sure. The easiest way to get started quickly and efficiently is to sign up for our Managed Service. With Managed Service, we will take care of setting everything up for measuring feedback, analyzing that feedback, and finding insights, as well as making sure your team knows how to make improvements to ensure a better customer experience. 

In case you would like to manage the solution yourself, we will still help you get started. You will also have the benefit of our free HappyOrNot Academy, a self-learning platform where your team can get certified as a user or an administrator.  

Read more here about how we help Educate our customers!

If a customer chooses to have HappyOrNot Managed Service, it means that we will help you to: 

• Measure feedback, i.e. to manage surveys and monitor feedback 
• Analyze the feedback with the help of extended reporting and regular reviews 

• And educate your team to identify insights and implement action plans 

Our team of experts will manage your customer experience solution for you and your team can concentrate on your core business. 

Read more about our Managed Service

Yes. Our Demographics feature allows our customers to automatically tag feedback with information about the demography. You can view feedback from a selected target group, by gender and age group. This allows you to make more informed decisions and tailor your marketing and customer service strategies according to feedback from your key customer segments. 

No. Demographics works by capturing vector data from the face and comparing that vector data to benchmarks of different demographic characters. No actual photo is ever stored anywhere – it is permanently deleted within seconds, and no personally identifiable information is stored or shared. It is impossible to recover or restore an identifiable image from the vector. The actual vector data is also not shared with anyone, only statistical data is stored on the server.

Yes. Demographics only reveals the demographic information the person giving feedback: the age, and the gender. No personally identifiable information is stored or shared. Our customers can then easily view feedback by demographic group, i.e. women between 25 and 34. See how it works

Firstly, Demographics works automatically so there is no added complexity in the user experience. Therefore, you still get the maximum amount of feedback. You can gain knowledge about your target audiences and their preferences without disturbing the visitor or customer. This then allows you to get actionable insights and focus on feedback that really matters. You can align your service and offering with the needs of your target audience, tailor your marketing and business strategies, and hence, ultimately achieve better loyalty and retention leading to more sales and revenue. 

Yes. HappyOrNot supports Single sign-on using the SAML 2.0 standard, allowing our customers to use two-factor authentication in their own security set up. Our Single sign-on allows your users and administrators to log in to HappyOrNot with the most common identity and access management tools such as Microsoft Azure AD, Okta, AWS SSO, and Google improving your security and password management as well as making it easy for the users.  

We have defined security design principles, and network security design principles in place, that define the baseline for the implementation, usage, and storing of data. Additionally, guidelines for workstation, mobile and password security define the security policies and best practice related to security. On top that that, we have instructions in place to avoid and mitigate security incidents. 

HappyOrNot terminals use GSM or IoT mobile networks. Confidentiality in included in these standards and the mobile network operators are responsible for implementing and maintaining them. Mobile network operators forward the feedback data through encrypted VPN connections to HappyOrNot.  

Neither Smiley Terminals nor Smiley Touches require any infrastructure from the clients, nor do they integrate in any way to clients’ infrastructure. HappyOrNot Smiley Digitals use encrypted HTTPS connections for all data transmission. Data is always encrypted while in transit or at rest.  

HappyOrNot servers and databases are located in Amazon Web Services (AWS) which provides its own security and privacy protocols. Access to the servers must be made through encrypted VPN.  

The production environment is separated from the staging environment using dedicated, separated AWS accounts and access rights. All disks, databases and backups are encrypted at rest. 

The data in HappyOrNot Analytics can only be accessed by the client company specific users, or by HappyOrNot users with defined roles who have been granted access to it. Access control is a combination of role-based access control and responsibility-based access control. The user’s role defines what the user can do in the system, and their responsibilities define what data they are able to access. 

Personal data is only collected if the person giving feedback voluntarily gives their contact details (email or phone number). Our customers can also choose if they include the contact details portion of the survey, and, even if they do, it is not mandatory for people to complete. 

HappyOrNot has measures for pseudonymization and encryption of personal data. Restrictions are in place in our Admin so that only named individuals can get reports with contact detail info as part of the feedback data. Also, only customer administrators can sign users up to receive contact detail notifications.  

The contact details data is available for our customers only for a limited time, where it i  stored in our system only for a limited time, for back-up purposes. After this short period, it is automatically and permanently deleted. Also, only authorized HappyOrNot system administrators using multi-factor authentication can gain access to personally identifiable data. 

We have defined processes to guarantee the integrity of data both in transit and at rest, and at the HappyOrNot server. The HappyOrNot service has been built to be fault tolerant and scalable, and high availability of critical services has been ensured by making them redundant of the rest of the architecture. We have ensured recovery of data with daily full snapshots of the databases, which are stored in the HappyOrNot virtual private cloud.  

We have 100% of infrastructure as code, which means that in an event of AWS system failures, we can recreate the needed infrastructure in a reasonable time frame. Snapshots stored on another AWS account would be used to restore every database to avoid compromising the main account.

Customers’ feedback data is stored and available to the customers for the duration of the contract period. When the contract ends, the customers’ user accounts are closed. The feedback data becomes anonymized industry benchmark data only, unless specifically requested to be removed by the customer. 

Contact details data is automatically deleted 30 days after being created. 

HappyOrNot is a SaaS solution priced per subscription. The price will depend on your set of feedback terminals. HappyOrNot offers easy scalability to fit your needs: you never pay for the volume of feedback, or the number of surveys, users, or administrators.

Read more about our pricing here.

Choose your question based on what aspect of your service you want to measure. If you have a very specific question such as “How did you find our coffee?” you will only get feedback concerning coffee – nothing about tea or other beverages, not to mention about something completely different, such as the waiting time or attitude of the staff.

Don’t worry, we have listed survey question best practices and commonly used questions in our handbook.

HappyOrNot feedback terminals are designed with ease of use in mind. It is very quick, easy, and engaging to give feedback. Feedback is given in the moment of the experience which increases the potential for getting feedback. We believe in simplicity of design that maximizes feedback volumes and our customers’ results prove this. Our customers keep on reaching unbeatable response rates.

We also provide support and learning opportunities for our customers to help them succeed. See this short video where we talk about how to successfully measure customer experiences.

Smileys products come with built-in features that filter out suspicious button presses as well as spam or unwanted feedback (such as children playing with the devices), which means you’re able to trust the data you’re getting. Statistically, misuse is rarely a major issue. In certain settings it is worth paying some additional attention to it.

With Smiley Terminal, you can set a response interval (e.g. 5 seconds) to filter out repeated button presses. The response interval determines the minimum amount of time to wait until the next button press is included in the results.

With Smiley Touch you can adjust how quickly the survey moves from screen to screen by changing the navigation speed as well as filter out spam in the feedback results.

With Smiley Digital you can select how frequently a person can respond to the same survey. There are also other measures you can consider preventing misuse like the placement of the Smileys and communicating what the Smileys are for. We’re currently testing a solution that could revolutionize the way misuse is addressed across our industry.

It is possible to set up multiple surveys that are active at different times of the day for a specific experience point, if needed. One example could be a survey that is open during breakfast, another one during lunch and so on.

This can be done in Admin > Surveys. Create as many surveys as needed and give each survey different opening hours. Make sure that the opening hours don’t overlap each other.

HappyOrNot is a full solution comprised of the hardware, the software, and the service. With us, you don’t have to solve all your problems alone, we are there to help you along the way.

Every customer gets onboarding to get started. There are also excellent self-learning opportunities, we have an extensive Help Center with trouble shooting and how-to guides, an online Handbook for best practice and tips and tricks, as well as in-app support for immediate help at your fingertips. We also offer global customer and technical support. Depending on your subscription, you might also have your own customer success manager who will make sure you get the best out of HappyOrNot.

Users benefit from the first part of the training webinar as well as the parts about Quick View and Details sections in the second part. We also offer Analytics users tailored training tutorials that automatically are shown to those who log in to Analytics for the first time. After that, the tutorials can be found from the Knowledge Bot. Users see content tailored specifically for them in the Knowledge Bot.

HappyOrNot is an established market leader for in-the-moment feedback, with over 1.5 billion feedback data points collected over time. This gives us a lot of accumulated knowledge as well as provides unmatched benchmarking and comparison data insights to our customers.

Our partner network extends our local knowledge to markets where we don’t have own presence. And our solid supply chain allows us to take care of both large international deployments as well as smaller local needs.

The ease of use ensures maximum feedback volumes and usability of the data. The scalability of the product offers you the perfect solution to fit your personalized needs.

Based on feedback from our customers, HappyOrNot can help organizations across different industries optimize their operations. One of the industries finding the most value is retail. Our retail customers have, on average, been able to reduce the number of unhappy customers by 20% during the first year.

When looking at the benefits for various roles, operational managers testify to getting the best value. The solution is focused on helping them improve the daily operations and discover blind spots as well as increase customer loyalty and upsell opportunities to gain more revenue.