Imagine being able to capture customers satisfaction and demographics without having them fill in a tedious survey.
HappyOrNot Demographics has delivered this capability utilising new capabilities in their Smiley Touch kiosks which uses AI technology to unlock valuable customer demographic information and combined it with in moment feedback. This extra layer of insights to customer feedback means that businesses can correlate customer satisfaction levels with Age and Gender and make targeted operational changes.
“We know that when it comes to customer loyalty, all it takes is one good or bad experience. Yet, providing a personalized service can be challenging when you have customers ranging from 16 to 80. Adding demographics data will allow businesses to better understand their target markets through the feedback provided by their customers.” said Miika Mäkitalo, CEO of HappyOrNot, “Our priority has always been to make customer feedback more digestible, and this latest version will go a long way in providing another layer of context for businesses.”
What customers say about the new technology
One of the Nordics’ largest sporting goods retailer XXL, and long-term HappyOrNot customer, explains the value of this innovation for retailers and businesses alike:
“By combining demographic data with customer satisfaction data, retailers can create a more detailed and nuanced picture of their customers and use this information to make informed business decisions.” says Kenneth G. Sørensen, Operations and Business Development Manager at XXL Sports & Outdoor. “For example, a retailer might use this data to identify specific customer segments that are particularly satisfied or dissatisfied with their products or services, and tailor their marketing and customer service strategies accordingly. This can help retailers improve customer loyalty and retention, and ultimately drive sales and revenue.”
How does it work
When a person gives feedback on a Smiley Touch, the built-in camera detects a person present, and the AI-powered facial analysis software estimates the age group and gender.
The demographic analysis works by mapping facial features into 128 data points to form a vector, which the AI uses to interpret the Demographic information. Unlike facial recognition tools, HappyOrNot’s kiosks do not identify the individual, instead its only purpose is to analyse the vector, which is specifically designed to hide the respondent’s identity.
The feedback data is viewable in reports that can be screened to show feedback from target audiences you wish to analyse. The analytics will allow organisations to understand customer satisfaction levels for the various demographic groups of their customers.
Want to learn more about adding demographic data to your customer feedback? Read here