as described in this very readable article by David Owen:
Customer Satisfaction at the Push of a Button – HappyOrNot terminals look simple, but the information they gather is revelatory. New Yorker, 2 February 2018, pages 26-29
Points of interest covered by the article include:
- What is so good about them
- Why they work so well
- Can people “game” the data that is collected
- The value of immediacy of data collection
- How value is added to data points by information about location and time
- Example of real life large scale applications
- What is the worse thing that could happen
Other articles on the same subject:
- The smiley feedback buttons at airports do actually work – and they are changing the way we travel
- The HappyOrNot website
Rick Davies comment: I like the design of the simple experiment described in the first para of this article. Because the locations of the petrol stations were different, and thus not comparable, the managers swapped the “treatment” given to each station i.e the staff they thought were making a difference to the performance of these stations.
