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Tokyo Narita deploys new customer feedback technology


Customer feedback provider, HappyOrNot, has installed its smiley push button machines at Tokyo’s Narita International Airport ahead of the city hosting the Summer Olympics.

Using HappyOrNot’s Smiley Terminal push-button type terminals, Narita International Airport (NRT) will collect substantial amounts of customer feedback, enabling it to monitor their passenger’s security experience at 23 checkpoints across the airport.

According to HappyorNot, wth this in-moment, actionable customer experience feedback data, NRT’s management and staff will be able to identify, and immediately rectify issues that are affecting passenger satisfaction, and make improvements based on data, rather than unscientific hunches.

Narita’s general manager for customer service development and planning, Yoshie Suzuki, said: “After a year-long test period, we have chosen HappyOrNot as a partner for the next step of our customer feedback collection system.

“We installed Smiley Terminals at the security checkpoints in all three terminals. While ensuring stringent security and safety measures, we are committed to providing high-quality service to passengers.

“We believe the service level at security checkpoints directly contributes to the overall travel experience. Thus, we decided to introduce a tool to measure and assess the service level quantitatively. HappyOrNot offers extensive reporting functionality with an easy-to-use admin user interface.

“The Smiley Terminal satisfies our safety requirements, and installation of a Local Area Network is not necessary.”


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