Well, here’s something new.
Bulldogs Aim For Smiling Faces At Foley Field<
Georgia Sports Communications/For Immediate Release March 21, 2018
ATHENS—–Fans at Foley Field will be able to provide instant feedback to the University of Georgia Athletic Association through the innovative HappyOrNot ™ terminals now in place at the stadium.
Starting with the Georgia-South Carolina series on Friday, March 23, fans will be able to communicate their level of satisfaction with restrooms and concessions at Foley Field with the push of a button. HappyOrNot terminals, which feature feedback smileys, have been installed. The Bulldogs have plans to add these terminals to additional venues for the upcoming season.
“This is the first step at analyzing and improving our customer experience at our athletic venues,” said Josh Brooks, Georgia’s Executive Associate Athletic Director. “We are able to get instant feedback from multiple locations throughout the stadium. We want our fans to have a positive experience when they come out to support the Bulldogs. One of our goals for Georgia Athletics is to have the best customer service in all of sports. In order to get there, we must analyze everything we do.”
Georgia is the first NCAA school to implement this system at an athletic facility. HappyOrNot was founded by Heikki Väänäen and Ville Levaniemi, and the company has more than 4,000 clients in 117 countries. Its clients include Microsoft, McDonald’s, London’s Heathrow Airport, LinkedIn, the British National Health Service (NHS), IKEA and Levi’s Stadium, the home of the San Francisco 49ers. HappyOrNot is considered the global leader in instant customer and employee satisfaction reporting. Companies are able to improve their customer experience, relationships and fan engagement using the data collected from the terminals.
Brooks added that the terminals offer a quick and easy way for fans to provide feedback without having to take time to send an email or complete a long survey. Also, Georgia will have the ability to pinpoint responses to specific locations as well as compare reviews of restrooms and concessions throughout a venue.# #——————–Christopher LakosUGA Sports Communications
They’re trying to care; I’ll give ’em credit for at least that much. But this is a long way from an actual fix. Sure, they’ll have more data and perhaps it will be specific enough to identify certain real problems. The issue then becomes, so what? Where does Butts-Mehre go from there if it’s sincere about aspiring to provide the best customer service in all of sports?
Look, if you’re not going to take the flood the place with trained personnel to improve service approach that marks successful venues like Disney or The Masters (hey, I’m not the one who brought up the best customer service in all of sports thing), then using automation to make your customer service more efficient makes some sense. Of course, the devil’s in the details. Receiving an alert from a fancy machine is one thing and fixing the problem is entirely another. Sending a couple more untrained high school kids and/or their parents in to fix a concessions bottleneck that’s the result of the same kind of folks being overwhelmed by the crowd sounds more like slapping a band-aid on a boo-boo than an actual solution.
They’ve got a long road ahead of them, in other words. This is just step one.
(h/t Marc Weiszer)