PTE live news: HappyOrNot’s feedback system used to gauge visitor satisfaction at PTE

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HappyOrNot’s smiley feedback management system is being used at Passenger Terminal Expo (PTE) to gauge guest satisfaction throughout the event. The simple-to-use terminals have been placed throughout the exhibition hall and conference to gather instant data feedback.

With the smiley terminals collecting real-time data, HappyOrNot will provide PTE with actionable insights into attendee experience. This data will alert staff to the location of potentially urgent issues, provide comparative breakdowns of minute-by-minute happiness, and illustrate which locations within the expo have the highest and lowest satisfaction levels.

HappyOrNot is also showcasing its reporting application on booth 8059, which enables companies that use its technology to monitor and view analytic data continuously on mobile devices. The new app is being showcased to the aviation sector for the first time at PTE.

“This new Mobile Reporting App with real-time alert notifications adds great value to our customers, as they have instant and actionable data right at their fingertips,” said Heikki Väänänen, HappyOrNot CEO and founder. “We have expanded our reporting system platform to include this critical on-the-go capability for our customers, so they are able to respond to issues and trends quickly, as well as monitor data both at their desktops and on their personal mobile devices. HappyOrNot understands businesses must be nimble and agile to succeed in the marketplace, and we are constantly creating new services that advance our clients’ efforts.”

During the Passenger Terminal Conference on Tuesday March 26, John Seely, technology projects manager at Dublin Airport, revealed how the airport uses the smiley technology. Speaking during his presentation he said, “Dublin airport is growing fast – we experienced 7% growth in 2018 and handled 31.5 million passengers travelling to 200 destinations. Back in 2013 we decided to look at how we can better understand the passenger journey to ensure we continue to provide a great passenger experience despite increasing passenger numbers. We previously used surveys. These were great but they also required a lot of time and they were based on a small number – we used to survey about 8,000 passengers a year. We decided to use the HappyOrNot smiley face terminals as they provide instant feedback and are easy for passengers to use.

“We located the terminals at check in, restrooms, security, retail and at the boarding piers. The results from these machines were immediate and the data has become a very important part of our daily operational meetings. Today, we receive more than 40,000 hits a week on the smiley terminals used in security alone. They provide us with the data on what we should be focusing on and how we can improve,” he added.

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Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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