Simple customer feedback idea seen at Heathrow Airport from Happy or Not
As many London Calling readers know, I travel internationally a LOT for business as I spread the message about social business for IBM where I am a Global Partner.
As I live in West London, my nearest airport is Heathrow so I am there on a regular basis.
I have been a frequent visitor since 2005, and have maintained a love-hate relationship with this place.
Sometimes though something catches my eye and I think to myself how clever the folks at Heathrow are.
On my most recent trip to Geneva, I noticed one of these survey points both just past security (airside) at Terminal 1, and the same past immigration in the arrivals hall.
I think these may have originally had a paper form attached (note the pen and the slot to post responses), but this has been replaced by 4 buttons with different shades of happy/sad faces. The devices are provided by Happy-or-Not.
What a completely amazingly simple idea! If they are smart they would also time-stamp the responses so they would know if people were reacting to some sort of holdup at security or immigration.
Sometimes the simplest ideas make the most sense, and this actually encouraged me to hit the happy button on the way out and the way back in.
There is NO way I would have stood there and filled in a form. The buttons are so simple you can literally tap them as you keep walking.
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Simple customer feedback idea seen at Heathrow Airport http://t.co/tJ2hxEuy5e
London Calling » Simple customer feedback idea seen at Heathrow Airport http://t.co/1zZGJmxWOa
RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL
RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL
saw this on Friday,love it MT”@AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback http://t.co/cKv00hir4J“
RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL
RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL
RT @andrewgrill Nice work @HeathrowAirport brilliantly simple idea spotted at LHR to solicit feedback from passengers http://t.co/tIWlBkBlRc
#Customerservice RT @AndrewGrill: Nice work @heathrowairport brilliantly simple idea spotted at LHR.. http://t.co/Y8V8SmJxor”
Great example of an effective ‘decision interface’ (fast & easy perception via faces + low behavioural costs). Chapter 4 in ‘Decoded. The Science Behind Why We Buy’ is all about this.
http://www.amazon.co.uk/Decoded-The-Science-Behind-Why/dp/1118345606
🙂 RT @AndrewGrill: Nice work @heathrowairport brilliantly simple idea at LHR to solicit feedback from passengers http://t.co/bm5gNGx1mV
That’s a very ‘natural interface’! RT @AndrewGrill: brilliantly simple idea spotted at LHR to solicit feedback http://t.co/k0s9hHRwPV
Yes, simple interface with low involvement = I push and feel happy!
@AndrewGrill @heathrowairport brilliantly simple idea spotted at LHR to solicit feedback from passengers http://t.co/uvsRZlT2Eh – Excellent!
Marketers take note. We don’t like feedback forms on paper.
http://t.co/MtEVXOdvjK
http://t.co/HCUOJzNb99 #genius
RT @andrewgrill: Nice work @HeathrowAirport brilliantly simple way to get feedback from passengers http://t.co/Gqo1Hg42V8
Great example of how making things easy for people gets results – customer satisfaction check at Heathrow: http://t.co/p1YIA3oe3B #simple
Simple customer feedback idea seen at Heathrow Airport | London Calling – social business http://t.co/ge3D8VFZPE
Not bad idea??@t2manager
Nice work heathrow brilliantly simple idea spotted at LHR http://t.co/arbAgZD6XV
Simple customer feedback idea seen at Heathrow Airport | London Calling – social business http://t.co/AG71u2RvrM
Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/5p2RPV7DmF
Brilliant !“@marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/rmpcYLD2tQ”
@chrismoerdyk: Brilliant !“@marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/WVJyNM2ssE
Simple and efficient! RT @marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/T0tO9Xhrct
Brilliant! #bizitalk
“@marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/uobxWE6CT8”
Simple customer feedback idea seen at Heathrow Airport http://t.co/7Ps8fPXr3F
Saw this blog post from @andrewgill on a feedback machine at Heathrow and thought of you all heading through #BCBF13 http://t.co/7FYYZYIOpo
Like! “@chrismoerdyk: Brilliant !“@marketingwizdom: Simple, excellent, customer feedback idea at Heathrow Airport http://t.co/qGiCfjFyXN”“
Simple customer feedback idea seen at Heathrow Airport http://t.co/E4gzYpZEiQ
RT @andrewgrill: Nice work @HeathrowAirport brilliantly simple idea spotted LHR to solicit feedback from passengers http://t.co/iZb6OdobXj
Simple customer feedback idea seen at Heathrow Airport http://t.co/pZqiKemkXc
Argos have something similar on their pick up counters – but they ask about 5 questions, and have a scale of one to five, with a lot more writing on it! This is an ingenious and very simple idea!!
Many Asian airports had for years RT @AndrewGrill @heathrowairport simple idea at LHR to solicit [assenger feedback http://t.co/WBGzjdXwEn
Simple customer feedback idea seen at Heathrow Airport | London Calling|social business http://t.co/QHkyWiMNGb <<Agreed, I used them as well
Simple customer feedback idea seen at Heathrow Airport http://t.co/fgPdeVo2V0
Spotted by @AndrewGrill – Satisfaction feedback machines at Heathrow http://t.co/1nq31yS1FJ Bet the ‘sad face’ button wears out first
Guys, could you please provide more details about this machines, I would like to setup something similar in our office and looking for the vendors/companies who could do it for us.
These machines are provided by http://www.happy-or-not.com
I found a cool simple feedback terminal while at Heathrow Airport security. And so, I pressed the far left button. http://t.co/RhRceUjfbJ
Simple customer feedback solution #noonelikesaform http://t.co/9kruFsPh2z
I thought the same thing // “@AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/c4FOFJFXuP”
Simple customer feedback idea seen at Heathrow Airport http://t.co/wrkHkoxlGr
RT @AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/pyWKUtiX1a
@starsandrobots @obra they have these or something similar in London Heathrow too! http://t.co/ZRvAdOgtWn
#klantfeedback idee. Simple customer feedback idea seen at Heathrow Airport – London Calling social business: http://t.co/0z00NPL7GV
Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/InY4gBZs7f
RT @AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/InY4gBZs7f
RT @AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/InY4gBZs7f
RT @AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/CcdnfbOP4i
RT @AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/otURT3szsP
RT @AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/otURT3szsP
@David_Shindler @LinkedIn Thanks for your excellent comment – I’ve responded & wanted to share http://t.co/GlhOqehSu9 to illustrate my point