When talking HappyOrNot into use, if you have more than one Smileys product, it's good to plan your experience point structure so that it works best for your organization.
What is an experience point?
An experience point is a feedback collection point with a Smileys product assigned to it, usually a physical location or a web page. HappyOrNot Analytics uses feedback data received from the Smileys product to generate reports for that experience point.
Experience points form the reporting structure, which determines how feedback data is organized and compiled into reports. It also allows users to have different levels of access to the data. Experience points can be collected together to form a group.
Keep the future in mind
If you are a small organization, you usually only need a two-level hierarchy for your experience points, with all experience points under one group. If you are a large organization, however, you may need a more complex structure divided into, for example, countries, locations, and individual experience points in a store.
You can create multi-level groups that contain more than one experience point.
Below you can see an example of an organizational structure: Organization ABC has 2 offices and 4 Smileys. There are two Smileys in the London office (Lobby and Exit door) and two Smileys in the Paris office (Canteen and Bathroom). In addition to this, the organization also has a Smiley Digital on its website. In this structure, the Smileys are assigned to experience points Lobby, Exit door, Canteen, and Bathroom. Each Smileys product has a unique serial number (physical device) or token (Smiley Digital).
We recommend you consider any possible future needs when planning your structure because it will be easier to expand your surveys if the original setup is done well.
For example, if you only collect feedback at the London office first but might add the Paris office later, it's best to create a group for the experience points in the London office instead of having the Lobby and Exit door experience points for the London office directly under your main organization .
Who can see what?
When planning the structure, think carefully about who should be able to access each experience point or group. For example, if you have Smileys measuring both customer experience and employee experience, you should create separate groups for them. That way, it's easy to give relevant personnel access to either only customer experience data, only employee experience data, or both.
Naming experience points
By giving your experience points clear and understandable names, you make it easier to see where your feedback is coming from.
A good name is something like City_Location_Experience point (for example, London_CityCentre_MainDoor). Your company can also have a specific naming convention, using, for example, a store ID.
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London_Exit Describes the actual locations of the experience points. Allows scalability in the future if needed, making it possible to add other similar locations without confusion. |
Exit2 Can be confused with other experience points by people who are not aware of the original naming logic. |