The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience

Send us a text Tim Waterton, CRO at HappyOrNot, shares how their iconic smiley face terminals pioneered the micro-feedback approach that has collected over 2 billion pieces of customer feedback across 4,000 brands in 100+ countries. Their in-the-moment data collection method delivers higher response rates and more actionable insights than traditional surveys. • HappyOrNot started with simple four-button terminals and has evolved to include tablet kiosks, digital options, and intelligent signage • Real-time alerts notify staff when customer satisfaction drops, enabling immediate operational intervention rather than just retrospective insights • Micro-feedback approach uses emoji responses followed by maximum 1-2 follow-up questions, making it accessible and easy • Customers frequently provide positive verbatim feedback that identifies and recognizes excellent staff performance • Terminals placed at strategic points (like high-margin specialty counters) help protect revenue while improving experience • The system is designed for easy self-management with pre-configured devices that require minimal setup • AI applications include verbatim analysis, sentiment categorization, and correlation with sales, staffing and foot traffic • Future developments will enable organizations to interrogate connected data sources through conversational AI agents #theproductivityexperts Register for the 2025 Productivity Forum Find us in the Top 50 Productivity Podcasts Connect to Simon on LinkedIn Follow ReThink on LinkedIn