Malta’s Leading Bank Taps HappyOrNot

APS Bank, one of the oldest banks in Malta and a leading provider of the island nation’s financial services, recently tapped HappyOrNot for its Customer Experience Program initiative.

Photo Insert: HappyOrNot is now widely used across the financial and banking industries to solicit customer feedback on their real-time banking experiences.

HappyOrnot now provides the Bank with real-time insight into customers’ satisfaction levels through a simple press on a Smiley feedback kiosk.

HappyOrNot Smiley Touch™ terminals are now positioned across the bank’s branch network, following a successful pilot at its Swatar and Valletta branches. Extensive customer feedback data is now collected, analyzed, and automatically shared with both the bank’s Voice of the Customer and Retail Banking units.

“Our customers’ voices are now being collected and analyzed to help us improve customer experience, drive growth and increase efficiency. The initial feedback received has been exceptional, and we shall continue monitoring this initiative closely,” said Scott Lee Holloway, Voice of the Customer Manager at APS Bank.

HappyOrNot is now widely used across the financial and banking industries to solicit customer feedback on their real-time banking experiences.

The feedback provided by customers via HappyOrNot are helping many financial institutions better understand the degree of happiness felt by their clients and identify areas in which they might improve.

This can include enhancing the quality of the company's services, procedures, and facilities, as well as providing employees with better training.

Through HappyOrNot, banks can ensure they are meeting customer expectations and providing the best possible experience through a better understanding of “pain” or “friction points” that are causing wane in customer satisfaction levels.

HappyOrNot was founded in Finland in 2009 and has since expanded globally. The company offers a customer feedback ensemble that includes push-button and touch-screen kiosks, as well as mobile and digital solutions that enable customers to rate their experience with smiley faces, key highlights, and open feedback.

Recently, it launched a feedback terminal that also provides subscribers with demographic data through an inbuilt AI-powered Facial Analysis feature.

HappyOrNot is now also used in a variety of other industries such as retail, hospitality, healthcare, and transportation. The mission of the company is to help businesses improve their customer experience and increase customer loyalty.

All feedback responses are collected and analyzed in real time, allowing businesses to gain both valuable and actionable insights into their current customer satisfaction levels. AboitizPower, Manila Doctors Hospital, Lexus Manila, Maxicare, and Watson's Philippines are now among some of its local clients.

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