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Business Insights you can do something about...

...let your customers and employees tell you what's making them UNHAPPY and what you can do to fix it.

Intelligent Data Analytics - Track your performance

Our cloud-based REPORTING SERVICE helps you easily track and manage your performance, translating your feedback into clear and actionable analytics.

QUICK VIEW

your performance at a glance

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ANALYTICS

digging deeper into your results

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Intuitive widgets help you identify your business highlights & pain-points.

 

Even better, your customers and employees tell you what's making them unhappy, letting you make data-driven improvement decisions 

Access your feedback data on the Reporting Service whenever you like, 24/7 via the web or the App (iOS/Android)

QUICK VIEW – your performance at a glance

Quick View gives you an instant overview of your key performance targets all summarised in easy-to-understand, widgets.

It helps you focus on what's important, and saves you time.

You make your data-driven improvement decisions faster and more effectively.

QUICK VIEW widgets

FILTERS

Quick View period comparison.png

Drop-down arrows to quickly and easily filter your feedback data to view exactly what you need.

 

  • EXPERIENCE POINT/GROUP: view specific branch device feedback individually or ALL devices together.

  • SURVEY QUESTION: view your current or past surveys with associated feedback data

  • TIME PERIOD: choose to view feedback from today; yesterday; this week; last week; this month; or last month

  • COMPARISON: compare feedback from this period with yesterday; last week; last month or last year to quickly see how your improvements are being received by your customers and employees.

SUMMARY

HappyOrNot Quick View Summary
  • Uses your Happy Index to compare performance with previous periods.

  • Your Happy Index is a summed-up score calculated as the weighted average of the four smileys. It is shown in the reports as a blue line and indicates how good the results are: the higher the index value, the better your performance. 

  • Shows if your Happy Index has risen (or fallen) over the period and by how much

  • Shows the total number of feedbacks received and breaks them down into the 4 smiley faces by number of responses and percentage of total.

  • Bench marks your performance against the industry average (based on over 1 million data points every day)

  • Identifies your best & worst hours over the period in question

  • Identifies your best & worst days of the week as above

TOP FOLLOW UPS - Highlights & Pain Points

Quick View Top Follow Ups .png
  • Shows what your customers/employees like (Highlights) and don't like (Pain Points) about your business.

  • Ranks all Follow Ups in order, making it easy for you to identify where changes are needed.

  • You choose the follow up icons to suit your business needs.

  • Compares performance with previous periods and whether the number has risen or fallen. In this example, 301 customers were unhappy with the Wait Time, up on the previous period by 23. Easily addressed by opening more tills or adding customer-facing staff.

  • Latest Open Feedback comments and which device they came from

  • Total number of Open Feedback comments in the period so far.

  • **Not available for Smiley Terminals unless used with Smiley Link**

RESULTS

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  • Easy to read chart showing your feedback grouped in daily columns for the period in question.

  • Format shows how your Very Happy feedbacks (dark green) are compared to your Happy (light green), Unhappy (pink) and Very Unhappy (red) feedbacks.

  • The blue line represents the changes in your daily Happy Index, the higher the better

  • The grey line is the previous period's Happy Index for comparison.

RANKING

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  • Shows which of your branches are performing well and which not so well.

  • Ranks your branch performance using the Happy Index

  • Shows which branches have improved and by how much over the period.

  • Likewise which branches have worsen over the period and by how much

  • Great for identifying the top performers and sharing best-practice throughout your branch network.

  • Great for setting branch Happy Index targets and rewarding the right teams.

HOURLY PATTERN

Hourly heat map
  • Builds a useful hourly heat map over time.

  • Identifies hot spots during the working day.

  • Shows when your customers and employees are happiest in the day.

  • Easy to cross-check against tills receipts to see if happy customers = increased sales.

WEEKLY PATTERN

Quick View Weekly Pattern.png
  • Builds a useful weekly heat map over time.

  • Identifies problem days in the working week.

  • Identifies which are the happiest and worse days for your customers and employees.

  • Identifies which days of the week you should consider making improvements to by adding new store promotions or buying in cake for your colleagues!

ANALYTICS – digging deeper into your results

Analytics shows your feedback results in interactive charts helping you to research long-term trends and pinpoint exact times and places of service decline.

The drill-down functionality and data exporting gives you full control to analyse your past and current performance results, so you can make more informed decisions for the future success of your business.

ANALYTICS widgets

FILTERS

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Top line drop-down arrows quickly filter your data to exactly what you want.

 

  • EXPERIENCE POINT/GROUP: view specific branch device feedback individually or ALL devices together.

  • SURVEY QUESTION: view your current or past surveys with associated feedback data

  • TIME PERIOD: choose to view feedback from All results; selected dates; today; yesterday; last 14 days; this week; last week; this month; last month and this year.

  • TIME PERIOD: the Selected Dates is a great option for analysing your results during promotions and work events

More Filters

Hours in question

Filter by working hours
  • Choose your starting and finishing hour for filtering data.

  • Great when you want to check feedback during specific times e.g. during an event, checking how staff are performing at certain times, how was lunch received etc.

  • Check the evening shift staff performance against the morning shift etc.

Day of the week

Day of the week
  • Choose to view feedback for particular weekdays.

  • If your heat map is showing you too many reds on a Tuesday, you can filter the data to only show you data from Tuesdays

  • Great for analysing weekday data. How do your weekend staff perform compared with weekday staff etc.

Percentages, Responses or Table of Values

Responses or Percentages
  • Choose to view data as "percentages", "number of responses" or "table of values" (see example image below)

  • Flexible data analysis.

Table of Value for feedback
  • Table of Values results example.

  • Great for tracking your results over time.

Happy Index or NPS

NPS or Happy Index
  • Choose to view your data as "Happy Index", "NPS" or "No Index".

  • Flexible data analysis to fit your company choices

  • Toggle between the indexes at will

Export

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  • Click the EXPORT button to choose different export formats for the data range you're looking at.

  • Choose what to export - your Follow Ups and Open Feedback, or your smiley button presses.

  • Choose how you want your export to look

  • Export your results for sharing internally and for Social Media

RESULTS & DISTRIBUTION

Analytics- Results
  • Stacked charts showing distribution of your smiley button presses over the period you're analysing.

  • Quickly identify trends in your customer's & employee's happiness

  • Very happy = dark green; happy = light green; unhappy = pink; very unhappy = red.

  • The blue line of your Happy Index (or NPS if you prefer) clearly shows where performance has dipped.

  • Too many reds on a Tuesday at 4pm? Time to identify what's happening in the business at 4pm on Tuesdays. Use your Follow Ups to identify why.

  • Your Happy Index target is a fixed blue line as high up the scale as possible

  • Hourly summary

  • Weekday summary

TOTAL RESULTS - at a glance pie chart

Total feedback results pie chart
  • Shows total responses received and breaks them down by colour into an easy-to-read pie chart

  • Each colour has the Number of Responses received over the period you're analysing and its Percentage of the Total.

  • Shows this period's Happy Index as a number. The higher the better and many customers use this as their CX & EX target for all of their branches.

  • Great little tool for a quick overview of what your customers and employees are feeling about your service.

COMPARISON (same survey question)

Branch Comparison chart
  • Another easy to read chart showing how your Experience Points or Branches are performing against each other.

  • Creates a league table for you to use internally during management meetings.

  • Shows the Top Performer and Bottom Performer based on their Happy Index over the period you're analysing.

  • Aim is for all Experience Points or Branches to all be above the company's Happy Index target.

  • Use Best Practices from the top performers to help the worst performers improve their service

OPEN FEEDBACK

Open feedback with spam filter
  • Shows your Open Feedback comments

  • Which Experience Point (smiley device) they used.

  • Which colour smiley button they pressed.and

  • Which Follow Up option they chose after pressing the smiley button

  • The time they made their Open Feedback comment.

  • Built-in spam filter to remove unwanted comments easily with a click of a button.

  • Spam filter has machine-learning so will improve spam identification over time.

  • Open Feedback can also be exported in CSV format anytime.

  • ** not available for Smiley Terminal unless used with Smiley Link**

PAIN POINTS - shows you why people are unhappy

Clearly shows what's making your customers & employees unhappy allowing you to make immediate improvements to service. **Not available for Smiley Terminals unless used with Smiley Link**

 

There are 2 options for viewing the results:

  • List view shows the distribution of the different follow-up options  

  • Timeline view shows the development of follow-up options during the chosen time period 

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LIST VIEW

  • Ranks your Follow Up questions in percentage order after any negative feedback.

  • Makes it easy for you to see what's causing the problem

  • The HappyOrNot system automatically calculates the significance of the Top Follow Ups and adds 1 or 2 asterisks for your attention.

  • ** = A pain point having two asterisks means that the finding is statistically significant and should be addressed first.

  • * = One asterisk means that the finding is likely to be significant, and should be addressed soon

Business pain points by time

TIMELINE VIEW

  • Shows you how individual Follow Ups vary over time compared with the overall Happy Index (the blue line)- a great way to monitor how well your improvements are working.

  • In this example, "QUEUE TIME" (the red line) is analysed over the period 2017 to 2020. The overall Happy Index is represented by the blue line

  • "QUEUE TIME" complaints were rising steadily from 2017 to peak at nearly 32% during early 2019. Management made improvements by making more tills and serving staff available.

  • "QUEUE TIME" complaints dropped to zero during 2020 and the overall Happy Index (the blue line rose as a result.

  • The improvements were data-driven and worked well. 

HIGHLIGHTS - shows you why people are happy

The opposite of pain-points and shows what's making your customers & employees happy. **Not available for Smiley Terminals unless used with Smiley Link**

 

As above, there are 2 options for viewing the results:

  • List view shows the distribution of the different follow-up options  

  • Timeline view shows the development of follow-up options during the chosen time period 

Business highlights

LIST VIEW

  • Ranks your Follow Up questions in percentage order after any positive feedback.

  • Makes it easy for you to see what's making your customers happy

  • The HappyOrNot system automatically calculates the significance of the Top Follow Ups and adds 1 or 2 asterisks for your attention.

  • ** = A Highlight having two asterisks means that the finding is statistically significant and should be addressed first.

  • * = One asterisk means that the finding is likely to be significant, and should be addressed soon

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TIMELINE VIEW

  • Shows you how individual Follow Ups vary over time compared with the overall Happy Index (the blue line)- a great way to monitor how well your improvements are working.

  • Click a point on the timeline to view a tooltip with more detailed information about the responses that had been given at that time.

  • Use the arrows in the tooltip to toggle between the different highlights.

  • Click the circles on the legend to view a specific follow-up.

REAL TIME ALERTS (premium feature)

shows a list of triggered alerts. The widget is visible if the Real-time Alerts feature is enabled and there are alerts within the viewed time period. The widget helps you to see how frequently negative or positive feedback thresholds are exceeded in the identified Location/Area.

Real Time Alerts widget
Real Time Alerts detail
  • In the widget, you can see the descriptive headline of the alert, and when and where the alert was generated.

  • Smiley Touch and Smiley Terminal have their own symbols in the widget.

  • The red exclamation mark signifies a negative open alert and the green arrow signifies a positive open alert.

  • When you click the location of the alert, the whole Analytics view is updated to show that location.

  • When you click the headline of the alert, an info page opens that gives you more information about the alert. If the alert was generated by Smiley Touch, you will see information on the pain points and highlights chosen by the respondents.

  • The widget lists also the closed alerts and shows you how long an alert was open.

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