To get the most out of the HappyOrNot service, you need to make it a part of your daily work routine.
- Check Quick View daily. Daily monitoring is essential on the local level because it enables the frontline staff to react to issues as they occur.
- Take a closer look at the results weekly. Look for patterns and dig deeper into the reasons behind the feedback.
- Make a deeper analysis of your feedback patterns monthly. This is especially useful for project managers, store managers, and department heads, and organizations with multiple locations. It helps to further identify challenging weekdays and hours, and to spot trends and patterns that could be used to make changes in operations. Comparing the past month to the same month in previous years also allows you to consider the impact of seasonal changes, such as holiday seasons.
Weekly analysis in 10 minutes
Get a quick overview in the Summary widget.
- Was the performance index below or above target?
- Did anything happen that could explain the changes? If so, document it so that you can easily come back to your notes later and compare new findings to previous results.
- Look at the best and worst hours. Did something unusual happen at those times?
Compare the current results to the previous week in the Results widget.
- Are there differences in performance between weekly results? What could be the reason behind it? Remember that the reasons behind better-than-usual performance are also worth investigating. They provide an excellent learning opportunity, and are worth celebrating!
If you have follow-ups enabled, have a look at the Top Follow-ups widget. The small arrows and numbers in green or red next to the follow-ups show the change in how many times that follow-up has been selected, compared to the selected comparison time period. Are some follow-ups being given more frequently than usual? This can be an indication of the service level changing for better or worse in that area.
If you have multiple experience points, compare their performance in the Ranking widget.
- What are the highest and lowest-performing experience points? How has performance for different experience points changed? Which ones have improved the most?
- Investigate the low-performing experience points by clicking the experience point name. Can you spot any reasons for the change in performance?
Identify challenging weekdays and hours with the Hourly and weekly pattern widgets.
- What happened at those times?
Start investigating the possible causes of dissatisfaction.
- What could have caused the drops in performance? Are there some external issues that could have affected the service, like unusual footfall due to some nearby event? Or perhaps sick leave or other absences that could have caused unexpected delays in customer service?
- Check your open feedback to see if people have given reasons for their satisfaction. If you get a lot of open feedback, open feedback spotlight and open feedback categories can help you find patterns and pinpoint what's important.
After pinpointing a possible cause, agree on an improvement plan and a time period to test it. Set targets for the results, and follow the development of both HappyIndex and other metrics, such as sales.
Monthly analysis in 20 minutes
See how the month went in general in the Summary widget.
- Was the performance index below or above the target?
- Did anything happen that could explain the changes? If so, document it so that you can easily come back to your notes later and compare new findings to previous results.
- Look at the best and worst days. Did something unusual happen on those days?
- Have there been any changes in how much feedback you're getting? Check the latest months’ response rates: has it increased or decreased? What could have caused a change in feedback volume?
- Use the filters to compare the results to those of the same month in the previous year to take possible seasonal changes into consideration.
If you have multiple experience points, compare their performance in the Ranking widget.
- What are the highest and lowest-performing experience points? How has performance for different experience points changed? Which ones have improved the most?
- Investigate the low-performing experience points by clicking the experience point name. Can you spot any reasons for the change in performance? How about the best performing ones? Is there anything to be learned there that could also be applied to the lowest performing ones?
Identify challenging weekdays and hours in Hourly and Weekly Pattern widgets
- What happened at those times?
Have a deeper look at the results with the Results widget, and the Hourly and Day of the Week Distribution widgets. You can use the filters at the top of the page to focus on just certain weekdays or hours.
- Look for the weakest spots. Which day or days of the week have had the most issues? What was the worst day? When was the lowest feedback received? Is this below the target level? When did you get the highest number of negative responses?
- Identify patterns in hourly results. Are there differences between the hours of the day? Check the most challenging hours, and start investigating the reasons behind them.
Start investigating the reasons behind the weaker results. What could explain it? Are there some external issues that could have affected the service, like unusual footfall due to some nearby event? Are the results aligned with deliveries or lack of staff and/or resources? Find out what is going on with resources, customer flows, product selection, etc. It can also be useful to compare your monthly sales figures to the HappyOrNot results of the same month (of each year) to see if there is a correlation. Remember that good results are also worth investigating.
If you have follow-ups enabled, have a look at the Pain points and Highlights widgets, which help you find out which elements of your service are causing dissatisfaction.
- What are the most common highlights and pain points?
- In the Timeline view, see how the follow-ups people have chosen correlate with the Happy Index.
- How are specific areas evolving? Which pain points and highlights are declining, and which ones are increasing?
- Are the effects of your improvement actions reflected in customer feedback? For example, if you have decided that customer service is something that needs to be addressed, has there been a visible reduction in that option being chosen as a pain point?
- If you have follow-up significance enabled, focus on the follow-ups marked with asterisks. These are the most critical ones. Discuss them with your staff and try to come up with improvement actions to test.
If you have open feedback enabled, check the open feedback widget to see what people want to tell you.
- Are there recurring topics in open feedback? If you get a lot of open feedback, you can let open feedback spotlight and open feedback categories do this for you.
- What can you learn from the feedback?