Sponsored Blog Post

While priorities have changed for organisations during the Covid 19 pandemic, consumer experience will again be at the forefront of organisations focus. But what does the future of consumer experience measurement look like in healthcare and aged care?

Firstly, it will be about choice, allowing consumers to provide feedback in a way that works for them. What works for them will be easy, frictionless and in an environment which they are comfortable. Allowing consumers to interact at points of experience, use their own devices, or utilise carers devices to provide feedback.

HappyOrNot, the provider of the award-winning Smiley Terminals, has recently introduced their Smiley Digital solution, the easiest way to engage with consumers online, in a touchless way. Smiley Digital solutions allow consumers to provide electronic feedback with their own device but still with the simple but powerful 4 Smiley Faces of HappyOrNot. HappyOrNot can now boast the broadest product capabilities to support your patient experience feedback monitoring. Our physical Smiley Devices are still the best way to collect the maximum amount of feedback because they require the least amount of effort by consumers. Some of the changes we have made recently include providing Anti-bacterial screen covers, along with providing our Smiley Link to allow consumers to provide digital feedback at the devices.

Key Use Cases for digital consumer experience measurement

Engage with Employees – HappyOrNot provides a simple ‘pulse’ survey on employee engagement. By utilising the Smiley devices for employees physically in the office and our Digital Smileys for remote workers you can reach everybody 24/7/365. With the ability to provide anonymous feedback employees can provide honest, regular, real time feedback. Smiley Digital can be integrated with existing intranets or as a standalone solution.

Measuring home care patients experience – Home healthcare workers providing mobile services to patients would be able to receive feedback either directly on the employees device after the service has finished or alternatively the consumer can give feedback on their own device. Feedback can be related to the person delivering the service and the time and day the feedback is given.

After experience feedback – While we believe capturing in the moment feedback provides the most factual data there may be times when this is not possible. Sending an SMS or email immediately after the service or as part of a transaction or providing a link in an email footer after a support resolution.

Facilities management – While our Smiley devices provide great options for bathrooms, changing rooms etc, with the Smiley Digital solution users can provide feedback in a touchless way with their own device. QR codes can be added to the back of bathroom doors and placed in prominent places for users to see and provide simple quick feedback. So while our world has changed the requirement to measure consumer experience in healthcare will be top of minds again soon.

Push My Button www.push-my-button.com are the resellers of HappyOrNot in Australia, New Zealand and the Pacific Islands. Contact Derek Lamb at derek.lamb@push-my-button.com or 02 8091 4356