Case Study: Technopolis achieves improved lunch customer satisfaction with HappyOrNot

How Technopolis Continually Builds a Better Lunch Experience

Technopolis, a managed‑services workspace operator with 17 campuses serving 1,600 companies and 50,000 employees, needed a reliable way to manage and continually improve the quality of its outsourced catering and lunch dining experience. To capture real‑time customer feedback it partnered with HappyOrNot and deployed HappyOrNot Smiley Terminals in every lunch catering area to ask customers “Please rate our service today.”

HappyOrNot’s terminals feed satisfaction data into Technopolis’s quality process — local restaurant teams monitor results, regular quality reviews are conducted, and customer interaction reports are shared with end customers. As a result, Technopolis made customer satisfaction a KPI in 2010, adopted HappyOrNot as a standard part of its restaurant concept in 2011, and expanded the solution to reception services by 2014; the vendor’s system helped ensure required quality standards, motivated operators to exceed targets and gain rewards, and gave customers a simple, transparent feedback channel.

Technopolis

Laura Krusius

Head of Frontline Services