NEWPORT NEWS, Va.—Another CU is turning to smiley faces to gauge member satisfaction.
The $2-billion Langley FCU installed HappyOrNot kiosks in each of its 18 branch locations in February to determine how well members like the CU’s service and to spot trends. Langley said it will make service adjustments based on findings.
“We survey our membership annually, but that gives us results only once a year,” Langley Branch Services Analyst Amy Stoll stated in a release.
Park View Federal Credit Union in Harrisonburg, Va., began using the technology in January.
AHappyOrNot 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.