HappyOrNot

Last updated

HappyOrNot Ltd.
IndustryCustomer experience
Founded2009
FounderHeikki Väänänen
Ville Levaniemi
Headquarters
Tampere [1]
,
Finland
Key people
Stewart Roberts (Chairman), Miika Mäkitalo (CEO) [2]
Productscustomer satisfaction measurement terminals
Website happy-or-not.com
A "Smiley Touch" touchscreen terminal by HappyOrNot HappyOrNot Smiley Touch feedback kiosk.jpg
A "Smiley Touch" touchscreen terminal by HappyOrNot
A "Smiley Terminal" button terminal by HappyOrNot HappyOrNotButtons.jpg
A "Smiley Terminal" button terminal by HappyOrNot

HappyOrNot Ltd. is a Finnish company that makes feedback terminals for measuring customer satisfaction. The terminals consist of four smiley-faced buttons that customers are invited to press to indicate whether they are very happy, happy, unhappy or very unhappy with the service they were provided. This information is used by companies to find points where they provide suboptimal service and to improve it. [3]

Contents

History

The company was founded by Heikki Väänänen and Ville Levaniemi in 2009. [4] As of October 2017, it had 65 employees and 4,000 clients using 25,000 terminals in locations such as airports, shops and hospitals. [5] Among the first big international customers were Heathrow Airport in 2012 which was a breakthrough contract for the company as it made the terminals visible to international business leaders, and the stadium of San Francisco 49ers that used terminals to find and solve service problems in real time, like bathrooms running out of paper towels. [3]

In September 2019, HappyOrNot raised 25 million US dollars in growth financing led by Verdane, to expand its product offering and international reach. [6]

By 2025, the company expanded beyond its original four-button terminals to include additional digital and tablet-based feedback touchpoints which have collected and analyzed over two billion customer feedback responses. It also introduced AI-powered open feedback features through its proprietary model, to summarize free-text comments, group themes, and surface patterns. [7]

Products

In 2019, the terminals uploaded data normally once a day (via the mobile phone network). [8]

HappyOrNot makes products for feedback measurement. Their first product called Smiley Terminal contains four buttons with emoji-based faces. The company also makes digital and tablet-based feedback touchpoints, which help customers collect real-time information about, for example, wait times, quality of products, or services. [7] A Smiley Touch touchscreen terminal can ask several survey questions, allow users to write free-format comments, or scan QR codes. With its camera, it can also capture anonymous information on age and sex. [9]

References

  1. ↑ Kauppalehti. "HappyOrNot Oy". Kauppalehti (in Finnish). Retrieved 20 December 2021.
  2. ↑ "HappyOrNot Oy - Päättäjät | Suomen Asiakastieto Oy". www.asiakastieto.fi. Retrieved 22 December 2021.
  3. 1 2 Owen, David (29 January 2018). "Customer Satisfaction at the Push of a Button". The New Yorker. Retrieved 1 February 2018.
  4. ↑ "How rude service inspired a multi-million euro firm". 30 June 2019. Retrieved 20 January 2026.
  5. ↑ Field, Matthew (12 October 2017). "Smiley customer feedback startup HappyOrNot secures £11m funding round". The Telegraph. Retrieved 1 February 2018.
  6. ↑ Lunden, Ingrid (19 September 2019). "HappyOrNot raises $25M for its customer satisfaction terminals for stores and other locations". TechCrunch. Retrieved 3 February 2026.
  7. 1 2 "How HappyorNot went from four buttons to over 2 billion customer feedback data points". Tech.eu. 2 May 2025. Retrieved 3 February 2026.
  8. ↑ "How a customer satisfaction company plans to adapt for IoT". Stacey on IoT | Internet of Things news and analysis. 22 April 2019. Retrieved 24 April 2019.
  9. ↑ Deighton, Katie (8 March 2021). "Instant Feedback 'Smiley' Buttons Go Touchless in Pandemic". Wall Street Journal. ISSN   0099-9660 . Retrieved 3 February 2026.
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