Simple customer feedback idea seen at Heathrow Airport

As many London Calling readers know, I travel intentionally a LOT for business as I spread the message about social business for IBM where I am a Global Partner.

As I live in West London, my nearest airport is Heathrow so I am there on a regular basis.

I have been a frequent visitor since 2005, and have maintained a love-hate relationship with this place.

Sometimes though something catches my eye and I think to myself how clever the folks at Heathrow are.

On my most recent trip to Geneva, I noticed one of these survey points both just past security (airside) at Terminal 1, and the same past immigration in the arrivals hall.

heathrow-feedback

I think these may have originally had a paper form attached (note the pen and the slot to post responses), but this has been replaced by 4 buttons with different shades of happy/sad faces.  The devices are provided by Happy-or-Not.

happy-or-not

What a completely amazingly simple idea! If they are smart they would also time-stamp the responses so they would know if people were reacting to some sort of holdup at security or immigration.

Sometimes the simplest ideas make the most sense, and this actually encouraged me to hit the happy button on the way out and the way back in.

There is NO way I would have stood there and filled in a form.  The buttons are so simple you can literally tap them as you keep walking.

Smart idea Heathrow – now can you get the Iris system back up and running….

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About 

Based in London, Andrew is an internationally renowned thought leader in the field of social business and social media networks. Andrew is a Global Partner with IBM, with a focus on Social Business.



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  • http://twitter.com/marketingblogs/status/305803649081294848/ @marketingblogs

    Simple customer feedback idea seen at Heathrow Airport http://t.co/tJ2hxEuy5e

  • http://twitter.com/Convers8tion/status/305804727025803264/ @Convers8tion

    London Calling » Simple customer feedback idea seen at Heathrow Airport http://t.co/1zZGJmxWOa

  • http://twitter.com/jangles/status/305808202061185025/ @jangles

    RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL

  • http://twitter.com/GuruViewTV/status/305808800764538880/ @GuruViewTV

    RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL

  • http://twitter.com/MiniComms/status/305812225396977664/ @MiniComms

    saw this on Friday,love it MT”@AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback http://t.co/cKv00hir4J

  • http://twitter.com/herdmeister/status/305943464070225920/ @herdmeister

    RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL

  • http://twitter.com/tomgooday/status/305946909477052416/ @tomgooday

    RT @AndrewGrill: brilliantly simple idea spotted at @heathrowairport to solicit feedback from those leaving and arriving at LHR http://t.co/otURT3aYkL

  • http://twitter.com/clodagh_walsh/status/305955910956769281/ @clodagh_walsh

    RT @andrewgrill Nice work @HeathrowAirport brilliantly simple idea spotted at LHR to solicit feedback from passengers http://t.co/tIWlBkBlRc

  • http://twitter.com/Propertyshe/status/305956157871226880/ @Propertyshe

    #Customerservice RT @AndrewGrill: Nice work @heathrowairport brilliantly simple idea spotted at LHR.. http://t.co/Y8V8SmJxor”

  • Phil Barden

    Great example of an effective ‘decision interface’ (fast & easy perception via faces + low behavioural costs). Chapter 4 in ‘Decoded. The Science Behind Why We Buy’ is all about this.

    http://www.amazon.co.uk/Decoded-The-Science-Behind-Why/dp/1118345606

  • http://twitter.com/BernieJMitchell/status/305966680469803008/ @BernieJMitchell

    :-) RT @AndrewGrill: Nice work @heathrowairport brilliantly simple idea at LHR to solicit feedback from passengers http://t.co/bm5gNGx1mV

  • http://twitter.com/timmcdunn/status/305968029177626624/ @timmcdunn

    That’s a very ‘natural interface’! RT @AndrewGrill: brilliantly simple idea spotted at LHR to solicit feedback http://t.co/k0s9hHRwPV

  • http://londoncalling.co/ Andrew Grill

    Yes, simple interface with low involvement = I push and feel happy!

  • http://twitter.com/Calinoz/status/305974506428694528/ @Calinoz

    @AndrewGrill @heathrowairport brilliantly simple idea spotted at LHR to solicit feedback from passengers http://t.co/uvsRZlT2Eh – Excellent!

  • http://twitter.com/morphincuba/status/305974599043129344/ @morphincuba

    Marketers take note. We don’t like feedback forms on paper.

    http://t.co/MtEVXOdvjK

  • http://twitter.com/DAndersonWalker/status/305987831216607232/ @DAndersonWalker
  • http://twitter.com/WordMediaCo/status/305989355078549504/ @WordMediaCo

    RT @andrewgrill: Nice work @HeathrowAirport brilliantly simple way to get feedback from passengers http://t.co/Gqo1Hg42V8

  • http://twitter.com/afia_team/status/305993656895148032/ @afia_team

    Great example of how making things easy for people gets results – customer satisfaction check at Heathrow: http://t.co/p1YIA3oe3B #simple

  • http://twitter.com/WordMediaCo/status/306001862178521088/ @WordMediaCo

    Simple customer feedback idea seen at Heathrow Airport | London Calling – social business http://t.co/ge3D8VFZPE

  • http://twitter.com/ronfitz7/status/306026245320224768/ @ronfitz7

    Not bad idea??@t2manager
    Nice work heathrow brilliantly simple idea spotted at LHR http://t.co/arbAgZD6XV

  • http://twitter.com/PacificLtd/status/306047162238783488/ @PacificLtd

    Simple customer feedback idea seen at Heathrow Airport | London Calling – social business http://t.co/AG71u2RvrM

  • http://twitter.com/marketingwizdom/status/306050430419476480/ @marketingwizdom

    Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/5p2RPV7DmF

  • http://twitter.com/chrismoerdyk/status/306051772823244800/ @chrismoerdyk

    Brilliant !“@marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/rmpcYLD2tQ”

  • http://twitter.com/3rdEFX/status/306052276924063744/ @3rdEFX

    @chrismoerdyk: Brilliant !“@marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/WVJyNM2ssE

  • http://twitter.com/TrustYou/status/306052982393434114/ @TrustYou

    Simple and efficient! RT @marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/T0tO9Xhrct

  • http://twitter.com/Cre8ive_IT/status/306057443853602817/ @Cre8ive_IT

    Brilliant! #bizitalk
    “@marketingwizdom: Simple, but excellent, customer feedback idea seen at Heathrow Airport http://t.co/uobxWE6CT8”

  • http://twitter.com/kammxls/status/306058870239920129/ @kammxls

    Simple customer feedback idea seen at Heathrow Airport http://t.co/7Ps8fPXr3F

  • http://twitter.com/thebfv/status/306067703666470912/ @thebfv

    Saw this blog post from @andrewgill on a feedback machine at Heathrow and thought of you all heading through #BCBF13 http://t.co/7FYYZYIOpo

  • http://twitter.com/msqbrown/status/306070953559994368/ @msqbrown

    Like! “@chrismoerdyk: Brilliant !“@marketingwizdom: Simple, excellent, customer feedback idea at Heathrow Airport http://t.co/qGiCfjFyXN”

  • http://twitter.com/Lorenz_Gerber/status/306082618997362688/ @Lorenz_Gerber

    Simple customer feedback idea seen at Heathrow Airport http://t.co/E4gzYpZEiQ

  • http://twitter.com/what2wearhols/status/306083673164361729/ @what2wearhols

    RT @andrewgrill: Nice work @HeathrowAirport brilliantly simple idea spotted LHR to solicit feedback from passengers http://t.co/iZb6OdobXj

  • http://twitter.com/jeninerees/status/306087911558901761/ @jeninerees

    Simple customer feedback idea seen at Heathrow Airport http://t.co/pZqiKemkXc

  • ContentCustomer Elliot Sawers

    Argos have something similar on their pick up counters – but they ask about 5 questions, and have a scale of one to five, with a lot more writing on it! This is an ingenious and very simple idea!!

  • http://twitter.com/tomiahonen/status/306373058871050240/ @tomiahonen

    Many Asian airports had for years RT @AndrewGrill @heathrowairport simple idea at LHR to solicit [assenger feedback http://t.co/WBGzjdXwEn

  • http://twitter.com/JaffaBrown/status/306427660488290304/ @JaffaBrown

    Simple customer feedback idea seen at Heathrow Airport | London Calling|social business http://t.co/QHkyWiMNGb <<Agreed, I used them as well

  • http://twitter.com/Dina_Holland/status/306502264275738624/ @Dina_Holland

    Simple customer feedback idea seen at Heathrow Airport http://t.co/fgPdeVo2V0

  • http://twitter.com/dancall/status/307446261739581440/ @dancall

    Spotted by @AndrewGrill – Satisfaction feedback machines at Heathrow http://t.co/1nq31yS1FJ Bet the ‘sad face’ button wears out first

  • Pingback: Travelers on the escalator at the new terminal at Heathrow Airport Five Poster Photography by Eightfish, 18×24 | WWW.MINFOWIZ.COM

  • aijaz ur rehman quraishi

    Guys, could you please provide more details about this machines, I would like to setup something similar in our office and looking for the vendors/companies who could do it for us.

  • http://londoncalling.co/ Andrew Grill

    These machines are provided by http://www.happy-or-not.com

  • http://twitter.com/robertgaal/status/385411376505974784/ @robertgaal

    I found a cool simple feedback terminal while at Heathrow Airport security. And so, I pressed the far left button. http://t.co/RhRceUjfbJ

  • http://twitter.com/KeganFisher/status/385426203609296896/ @KeganFisher

    Simple customer feedback solution #noonelikesaform http://t.co/9kruFsPh2z

  • http://twitter.com/rickmurray/status/422947754907037696/ @rickmurray

    I thought the same thing // “@AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/c4FOFJFXuP”

  • http://twitter.com/ketangajjar/status/422948160600698880/ @ketangajjar

    Simple customer feedback idea seen at Heathrow Airport http://t.co/wrkHkoxlGr

  • http://twitter.com/MichelFloyd/status/422964743100694528/ @MichelFloyd

    RT @AndrewGrill: Rewind: Simple customer feedback idea seen at Heathrow Airport http://t.co/pyWKUtiX1a