HARRISONBURG, Va.—With plans to make some staffing and minor physical space changes at several of its locations, Park View Federal Credit Union has purchased HappyOrNot customer satisfaction kiosks that, beginning in January 2015, began measuring members’ reactions to the changes as they were made throughout the first quarter of 2015.
The credit union said the results revealed continually improving member satisfaction levels as a result of both the branch changes and the use of the HappyOrNot kiosks. The most recent results credit union wide found that responses were 99% positive.
HappyOrNot kiosks record member satisfaction at the point of service with a single question to which members respond by pushing one of four buttons (green smiley face, light green semi-smiley face, light red semi-frown, or red frown). Responses are recorded along with the date and time and uploaded wirelessly each day. Reports are generated to measure overall customer satisfaction levels and to help isolate specific days/times of dissatisfaction.
“We noticed that we were getting less positive responses during lunch times at one of our branches, which led the branch manager to make scheduling adjustments to allow for more coverage during those times,” says Lisa Lehman, PVFCU marketing manager. “This resulted in a distinct improvement in member satisfaction at that branch. Most interesting is that we noticed that members had more grace when things weren’t going as well. We attribute this in part to members appreciating our message that we care about their feedback that the presence of the HappyOrNot kiosks provide. Even on days when service was slower due to increased foot traffic, the kiosk responses were positive.”
The credit union reported that one member posted a photo of one of the units on Instagram and said, “What a great way to get immediate customer feedback! Great job Park View Federal Credit Union.”
The credit union obtained the machines from DoublePort, an authorized reseller and systems integrator.