Chartwells Higher Education is utilizing HappyOrNot tools and services to access and analyze immediate, continuous feedback, improving college students’ meals and lives.
In this video you’ll find a firsthand account of the HappyOrNot solution’s effectiveness within the field of higher education. HappyOrNot has earned a reputation as the global leader in instant customer and employee satisfaction reporting. And here, Courtney Hill, the Director of Marketing for Chartwells Higher Education, offers her own thoughts on HappyOrNot’s benefits for the college experience.
Hill services five schools in Texas for Chartwells, a large-scale food service provider for universities and colleges. She’s found that HappyOrNot kiosks allow Chartwells, a member of Compass Group USA, to boost its efforts at collecting and analyzing student feedback.
“We’ve found that the HappyOrNot Smiley Terminals™ enables students to submit continuous, fact-driven data,” says Hill. “Chartwells can then learn from students what they’re actually enjoying and how it can change, by the hour and throughout the day.” This also helps Chartwells to identify opportunities for improvement.
One thing that has really stood out is the HappyOrNot team. At first, Chartwells didn’t know how the data collection would work, or what they could do with it. But HappyOrNot helped them to break it down, generating the kinds of reports they needed to analyze their business even further.
HappyOrNot has also prompted the company to come up with other industry-related questions. For example, students’ feedback may not be as positive during certain times of the day. But Chartwells professionals can analyze the daily data collected and make adjustments. Then, they analyze it again to determine if it was successful.
“The idea that HappyOrNot is providing us with a tool to gain continuous customer feedback is really wonderful,” Hill replied. “But they also ask us in the field for our feedback on their product and their tool. So, they’re looking to improve themselves, as well.”
Indeed, HappyOrNot’s responsiveness to their customers is greatly appreciated within the customer service industry. Hill feels that receiving great service makes it easier to give great service. This is vital for a company responsible for providing meals to college students. And with the HappyOrNot kiosk, they’ve accomplished this goal.