There are four components of the HappyOrNot Analytics that need to be properly set up in order for the service to run smoothly: experience points, Smileys products, surveys, and users.
Experience points
Experience points help to organize the company's hierarchy structure and its Smiley products. Experience points can also be collected into groups, which allows you to easily group data from multiple experience points, and compare results between them.
Example hierarchy structure: Company ABC has five Smiley products, two physical Smileys products located in its London office (in lobby and exit door), and two located in its Paris office (in canteen and bathroom). In addition to this, they also have a Smiley Digital on the website.
The experience point structure can be built however you want, with as many levels as needed. Different companies will need to have different structures, depending on how their Smiley products are arranged, and how they want to view the survey results.
When you adjust default settings for an experience point or group, they will be inherited to any new surveys or experience points created under it.
For more tips on creating your experience point structure, read Plan your experience point structure.
Smileys products
It’s essential to assign the Smileys products to the correct experience points. When a Smileys product (identified by its unique serial number, or token in the case of a Smiley Digital) is assigned to an experience point, HappyOrNot Analytics will automatically use the response data received from it to generate the survey results of that experience point.
Example: the Smiley Terminal with the serial number 001 is assigned to the experience point “Lobby”. HappyOrNot Analytics will use the response data collected by the Smiley Terminal 001 to generate the survey results for the experience point "Lobby". Analytics will also combine the response data collected by the Smiley Terminal 001 and the Smiley Terminal 002 to generate the survey results for the experience point group "London office".
NOTE: the experience point structure determines how the survey results can be viewed. In example Company ABC, you can view the survey results of each Smiley Terminal because there is an experience point for each Smiley Terminal. You can view the combined survey results of Smiley Terminal 001 and Smiley Terminal 002 because there is group “London office”. You can also view the combined survey results of all 4 Smiley Terminals because there is group “Company ABC”. However, you cannot view the combined survey results of just Smiley Terminal 001 and Smiley Terminal 003 because there is no group that contains only these 2 Smiley Terminals.
Surveys
Surveys compile the response data collected by the Smileys products into reports. If there is no survey, there will be no survey results available, even if the Smileys products are active and collecting responses.
A survey has 3 main elements:
- Survey question: This is the main question on the Smiley devices, for example, “Please rate our service today” or "How friendly was our staff?". You cannot have more than one survey question in a survey but you can have multiple language versions of the same survey question in a survey.
- Time period: The date when the survey starts, and when it ends.
- Involved experience points: These experience points contain the Smileys products that have this survey's survey question during this survey’s time period.
For tips on how to choose a good survey question, read What makes a good survey question?
Users
A user account gives a person, who is identified by their email address, access to the survey results. A user can access the survey results online by logging in to Analytics, or via the email reports, which are automatically sent to their email address.
When creating a user account, you need to connect that user account to an experience point/group to define which results they can access. The user can only see the survey results of this experience point/group and any experience points/groups under it both in Analytics and via email reports.
Example: Because Bob has access to London office, he will be able to view the survey results of the group “London office” and the experience points “Lobby” and “Exit door” underneath it. However, if the Organization were to add a Paris office, he would not be able to see its results.
Ann and Mike have only access to a single experience point, so they will only see the results for that experience point.
Because Lisa has access to the top level of the organization, she will be able to see the results for any experience point added underneath it.