Case Study: Hannam Fertility Centre achieves 90th‑percentile patient satisfaction and increased referrals with HappyOrNot Smiley Terminal

Proven Track Record of High Patient Satisfaction Helps Sell Fertility Services

Hannam Fertility Centre, a Toronto-based IVF and fertility clinic, needed a reliable way to measure and improve patient experience to drive referrals and demonstrate service quality. To capture real-time sentiment and influence staff behavior, Hannam implemented HappyOrNot’s Smiley Terminal solution in March 2017.

HappyOrNot’s Smiley Terminals collect over 1,500 patient feedback responses monthly and give hourly insights that let Hannam quickly identify issues, coach staff, and verify corrective actions. As a result, employee awareness and service consistency improved, patient satisfaction scores sit in the 90th percentile, and Hannam publicly shares HappyOrNot reports on social media to reinforce transparency and gain a competitive edge.

Hannam Fertility Centre

Colleen Taylor

Vice President of Operations