Lakeland Credit Union Introduces HappyOrNot button to overwhelming satisfaction
Within the first month of introducing a simple, yet fun member feedback tool in each branch, Lakeland Credit Union is proving members are very satisfied with advice and service they receive in-branch. In addition, employee performance is measured with every ‘tap’ of the HappyOrNot buttons and feedback is shared with the teams on a daily basis.
“Our members LOVE IT!” says Noella Williams, Manager, Member Services. It has created great conversations in our service teams and with the members. I am very pleased with this feedback tool and the fun it has generated, all while giving us information to optimize our operations.”
LCU’s branch managers also appreciate how the HappyOrNot kiosks have helped optimize employee performance. “Our Advisors hear about the results from the prior day every morning and this helps them focus on their daily service interactions.” says Rama Alluri, AVP, Cold Lake Region. “We always strive to provide the best service but the kiosk makes us really focus on making every interaction great. If there is an upset member we try to turn that around while the member is here. I feel the HappyOrNot kiosks will continue to drive the team towards world class service each and every interaction to ensure our member satisfaction ratings remain high.”
“This is one more outlet for our member –owners to share their experience with us and to know that we value their opinions and strive for the best advice and service in the Lakeland.” Ronda Morin, VP, Member Services. In our last mailed survey, our members rated their satisfaction on our service and advice at 93%. We are aiming for 100% with this, interactive and fun device in the branches.”
HappyOrNot helps its clients to develop their service experience and sales through continuous monitoring and reporting on customer and employee satisfaction levels. We serve such sectors as retail, traveling and transportation, outsourcing services, healthcare and wellbeing, financial services, automotive, and public and governmental services. Our service is currently being used by over 2000 organizations across 70 countries. HappyOrNot Americas Inc. is based in West Palm Beach, FL. To learn more, visit www.happy-or-not.com.