Enhancing guest experience is a priority for the Greater Columbus Convention Center (GCCC) and installing the HappyOrNot service has helped the facility improve and retain high levels of guest satisfaction. With just a touch of a button, attendees instantly rate their experience in restrooms by selecting one of four Smileys depicted on HappyOrNot terminals.
Comparing the first to the last full month of collecting data, GCCC has increased its Happiness Index Score from 68 to 81, an impressive 13-point difference. The score is based on feedback from 570,000 data-points from HappyOrNot Smiley Terminals located in 50 restrooms inside the 1.8- million-square-foot convention center. “Even though most of the data collected has been positive, we are still gathering measurable and actionable feedback,” explained Assistant General Manager Ryan Thorpe for the SMG-managed facility. “The data collected has allowed us to resolve service issues while customers are still on the premises.”
The GCCC is a modern landmark amid the downtown landscape of the city. Hundreds of conferences and conventions are held there each year bringing with them millions of attendees. Next, GCCC will be tailoring HappyOrNot services to measure feedback related to hosted conferences, events and conventions. The facility’s $140-million-dollar expansion and renovation was revealed in 2017, accompanied by the introduction of a variety of progressive guest amenities, including HappyOrNot kiosks.
HappyOrNot was founded by Heikki Väänäen and Ville Levaniemi. The company has more than 4,000 clients in 117 countries. Clients include Microsoft, McDonald’s, London’s Heathrow Airport, LinkedIn, IKEA and Levi’s Stadium, the home of the San Francisco 49ers. HappyOrNot is considered the global leader in instant customer and employee satisfaction reporting. HappyOrNot assists companies in improving customer experience, relationships and engagement across all business sectors.