ABOITIZ POWER EMBRACES HAPPYORNOT FEEDBACK LOOP

Listed Aboitiz Power is embracing the HappyOrNot digital feedback loop to ensure that it can immediately address the concerns of its customers and thereby immediately roll out the needed inputs to exceed clients’ satisfaction.

An initial 11 terminals will be positioned across AboitizPower’s three energy partners’ extremely busy business centers, with Visayan Electric and Davao Light deploying five each, and Cotabato Light utilizing one terminal.

Also, AboitizPower is set to deploy HappyOrNot’s Smiley Digital™ product across its online distribution channels, including their mobile app, email, social media, and other communication tools to complement the terminals.

Through HappyOrNot’s terminals, AboitizPower’s providers will be able to streamline and bolster its feedback collection processes, with 24/7 access to online quick view summaries and instant performance breakdowns.

Removing the reliance on manual measuring and face-to-face feedback interviews, HappyOrNot terminals offer an interactive solution that will help AboitizPower achieve its long-term CX goals and meticulously track customer satisfaction levels.

Through this partnership, AboitizPower is taking a significant step towards future-proofing its services by implementing a range of holistic customer feedback solutions.

Anton Perdices, Chief Operating Officer of AboitizPower said that the feedback loop allowed the company to make changes in deployment in line with findings from the feedback loop of HappyOrNot. “It has really allowed us to analyze trends, in particular, the days and specific hours that redistributing staff will achieve the best results in customer satisfaction.”

“We have long been searching for a better and more efficient solution to capture customer feedback data, and upon discovering HappyOrNot’s smiley-faced terminals, we were immediately keen to utilize their technology,” Reynold Felix, VP for Customer Services at AboitizPower, said as he bared that the feedback loop allowed the company to immediately implement changes to ensure customer satisfaction.

“Being an archipelago, the Philippines does not have the best internet infrastructure, however, it does have a world-class GSM network,” added Gerry Urbina, Managing Director of G.U.L.F. Trading Wireless Solutions.

“This feature puts HappyOrNot at a distinct advantage over its competitors as data is guaranteed to be transmitted instantly, enabling the AboitizPower team to make adjustments based on real-time data."

“One of the key reasons that Aboitiz Power choose HappyOrNot was the simplicity and ease of giving feedback, followed by the meaningful data reports that they can act on instantly when they spot issues,” Piyush Mehta, Regional Sales Director of APJ at HappyOrNot said.

“This supports their key objective to continually improve their business and deliver the highest levels of customer service.”

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