The team here at Customerwise is delighted to announce that we’ve signed an exclusive partnership deal with HappyOrNot.

HappyOrNot is the original pioneer of instant customer feedback terminals, offering businesses a range of real-time, intuitive, customer feedback solutions.

This partnership enables Customerwise to provide our clients with a uniquely powerful solution: combining the benefits of high-volume, in-moment customer feedback along with in-depth, targeted feedback through Mystery Shopping.

Both companies (HappyOrNot and Customerwise) are innovators and market leaders, providing customers with solutions that are more feature-rich and flexible than their competitors. Both companies are continually enhancing their services to provide more value to clients.

HappyOrNot’s solutions go beyond single-question physical Smiley feedback terminals. Other options include more advanced kiosks with follow-up questions and open text feedback, and highly affordable options to further boost feedback using digital technologies such as emails, websites, and QR codes. These enable real customer feedback to be gleaned, cost effectively, from any number of physical locations, or even relating to a large number of products lines, departments, or functional areas.

HappyOrNot’s advanced reporting and analytics platform allows clients to easily analyse their feedback and draw out powerful and actionable insights, including trends and patterns (for example over very long or short time periods).

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An unbeatable combination for our clients

We believe that this combined solution of

(1) affordable, high-volume, in-moment feedback, together with

(2) the detailed in-depth feedback that is available through Mystery Shopping

is unbeatable in any situation where customers interact with physical locations.

We see this combined approach as offering huge benefits for clients across many industries, including retail, hospitality and leisure, property, and healthcare, among others.

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FCA Compliance

We see particularly powerful applications in compliance settings and, especially, compliance with Financial Conduct Authority rules relating to the sale of consumer credit.

This is an area where regulation is becoming increasingly intense. Under the FCA’s Consumer Duty, firms have a responsibility to arrange (and document) their own effective oversight of their operations to ensure compliance.

Customerwise already helps many clients to monitor FCA compliance through tailored Mystery Shopping programmes. However, a combined approach that includes high volume, in-moment feedback from real customers will provide a uniquely robust programme of oversight.

Real customer feedback (for example to measure “customer understanding”) can now be effectively sought from every prospective customer as part of sales processes, to provide a reliable, birds-eye view of key aspects of FCA compliance.

Mystery Shopping remains a uniquely powerful tool for examining the details of conversations, and entire enquiry processes. It can now be used in a more targeted and effective way, to even greater effect, by drawing on the power of in-moment feedback from real customers.

We believe that this combined approach is truly a game changer for FCA compliance oversight.

Clients benefit from powerful reporting analytics tools from both feedback sources, which can be combined.

We look forward to discussing the benefits of in-moment feedback solutions with current and future clients and look forward to using these solutions to help them reduce risk, and ultimately complete more effectively.

To find out more, book a call with Tamsin Palmer, our Managing Director.