Case Study: University of Colorado Hospital achieves 90%+ patient experience scores with HappyOrNot Smiley Terminals

How UCHealth Used Actionable Data to Improve the Patient Experience

The University of Colorado Hospital faced a gap in timely, large-scale patient experience data beyond traditional HCAHPS surveys, especially at critical touchpoints like valet. They partnered with HappyOrNot and deployed Smiley Terminals to capture immediate, point-of-service feedback and cost-effectively measure patient satisfaction.

HappyOrNot installed Smiley Terminals at all three valet sites, collecting feedback from over 1,200 moved-car experiences each day and delivering real-time, actionable data. Using HappyOrNot’s insights, managers analyze trends daily, adjust staffing and vendor allocation, and have driven the patient “happy index” to an all‑time high — meeting their goal of sustaining very high monthly patient experience scores.

University of Colorado Hospital

Jake Mentele

Support Services Manager