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CX improvement pioneer HappyOrNot breaks new record with a half billion customer voices

How HappyOrNot is using the power of its 4 Smileys to make the world a happier place.

TAMPERE, FI (12 April, 2017)

With the goal to make the world a happier place, one Smiley at a time, HappyOrNot, the global leader and pioneer in instant customer and employee satisfaction reporting, has shown unstoppable growth since its founding in 2009. This week, HappyOrNot has reached a new customer experience measurement milestone by helping its clients collect over a half billion feedbacks.

Heikki Väänänen, CEO and Founder of HappyOrNot tells about the beginnings of the company with fellow Founder Ville Levaniemi:

“We knew when we started out that we wanted to be a big global success story, but how fast we’ve grown has been amazing! We went from delivering Smiley Terminals to our first clients in the back of our car, to having a global reseller network of 105 companies selling our service. It makes me very proud of the dedication and commitment of our entire team. Without them, we wouldn’t be where we are today.”

Last week, the Financial Times listed HappyOrNot in the top quartile of the FT1000 Europe’s Fastest Growing Companies. HappyOrNot has grown to hold a worldwide client base of nearly 4,000 companies in 117 countries across the globe. The most recent development was the expansion of operations in the APAC region following an impressive US market boost after opening its second office in Florida in 2014 and gaining an 823% increase in US clients since.

The substantial, yet easy to understand and utilize, feedback analytics is a key factor in helping clients to improve their business performance and benchmark themselves within their industries. According to HappyOrNot’s data, the current industry trends of customer experience satisfaction is:

  • Retail: 85.4%
  • Healthcare: 89.7%
  • Transportation: 78.0%
  • Services: 84.8%

One latest large international deal came from Aena airports in Spain. Following a tender process with several rounds and competing solutions, HappyOrNot was selected as the winning company. Over 600 Smiley Terminals are now in use across all airports in Spain.

What it is that makes HappyOrNot such an international success? Levaniemi says:

“I believe it comes down to this: no matter the company, industry, language, or demographic, our Smileys are intuitive and easy-to-use. People want to tell how they feel, but they must be able to do it quickly. Companies want data on their customers’ experiences, but they need it to be understandable and actionable. We’ve combined these needs in a simple, yet innovative, way, and that’s why it crosses borders so seamlessly.”

About HappyOrNot

HappyOrNot® is the global leader in instant customer and employee satisfaction reporting. Our innovative feedback collecting smileys and intelligent data analytics reporting service help our clients to improve their customer experience, relationships, and employee engagement. We serve nearly 4,000 companies across 117 countries and have collected and reported on over a half billion feedbacks.

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