Gaining visibility into the student experience
Buckinghamshire New University (BNU) is a UK-based university that has been transforming lives through employment-focused teaching and an inclusive community since 1891.
Before implementing HappyOrNot, BNU faced several challenges. The university experienced inconsistent escalation of issues, limited recognition for staff delivering great service, and difficulty tracking key service metrics such as peak busy times and dips in service standards. During busy periods, negative feedback could also overshadow the broader positive service being delivered.
To gain a clearer understanding of service performance, BNU introduced HappyOrNot Smiley Touch kiosks at key student-facing locations, including the Reception Area, Student Union, Gym, Library, Accommodation, IT Service Desk, and Student Hub.
Understanding service performance across campus
Using the HappyOrNot dashboard and Analytics, BNU gained a comprehensive view of service performance across the institution. The visibility provided by the platform helped teams better understand how services were performing across multiple student service locations.
The university also saw a steady flow of feedback, demonstrating that students and other service users were engaging with the process and noticing improvements in service levels.
In addition, HappyOrNot supported BNU’s partnership with the Institute of Customer Service, reinforcing the university’s focus on a culture of customer service excellence.
Improving student services with real-time feedback
Real-time feedback now provides BNU with a consistent way to listen to service users across multiple campus locations.
The university uses feedback to support service improvement efforts, helping teams respond to issues and make informed decisions about service delivery.
One unexpected outcome has been the enthusiasm shown by both staff and students. Teams have embraced the feedback system as an opportunity to improve services and create a better experience for everyone.
Turning feedback into action
Since introducing HappyOrNot, staff have been empowered by real-time feedback and use it to improve service delivery while taking greater accountability for the student experience.
Service managers use feedback to organise schedules and allocate staff more effectively. Teams are also able to identify and address issues quickly, with issues being resolved within 24 hours.
The feedback process has become part of how teams manage and improve services across campus.
About Buckinghamshire New University
Buckinghamshire New University is a UK-based university founded in 1891. The institution is known for its employment-focused courses, inclusive community, and commitment to student satisfaction.