Travel Retailer Paradies Lagardère is deploying 100 HappyOrNot Smiley Terminals after successful trials in two South Florida airports.
HappyOrNot, a European-based service solutions company, partnered with Paradies Lagardère to bring the kiosks to the Palm Beach (PBI) and Ft. Lauderdale-Hollywood International (FLL) airports for a trial run.
Using the terminals, passengers were able to rate their experiences in Paradies Lagardère retail outlets using four buttons with faces depicting varied emotions (very happy, happy, sad, very sad). Team members within the outlet were able to view these reviews in real time and attempt to mediate customer issues.
“We had a short, but significant weather event that caused many flight delays in the gates near one of our stores,” described Paul Draeger, regional vice president, operations, Paradies Lagardère. “The delays resulted in traffic two and a half times higher than normal for that store. While our store team was working hard to help customers, the HappyOrNot real-time alerts helped leadership quickly recognize an opportunity, and take immediate steps to deploy additional staff from other stores to improve the customer experience and capture sales.”
With the success of the HappyOrNot Smiley Terminals, 100 more will be coming to select airports in the near future.