Technopolis Plc is a listed real estate company that specializes in leasing space and providing services. Its core business idea is to combine business support services with modern, flexible, multi-user business environments.

Technopolis Plc. has recently opened new campuses in Norway and Lithuania, and is progressively expanding their operations in Finland, Estonia, and Russia.

Technopolis uses HappyOrNot in managing the quality of their purchased outsourced food services. The lunch catering spots of each Technopolis campus is equipped with the HappyOrNot service. With HappyOrNot´s continuous satisfaction score, the service providers (restaurant operators) and Technopolis (as a purchaser) are actively working in close cooperation to ensure continual improvement of the lunch dining experience for their customers and visitors.

An ongoing quality improvement process is comprised of the following:

  • Continual satisfaction monitoring and review by local restaurant management and staff
  • Regular quality reviews between Technopolis regional management and service providers
  • Ongoing reward program where the satisfaction level and trend has an impact on the operator’s rent and commissions
  • Regular customer interaction reports (disclosing the results to end-customers regularly by using HappyOrNot end-customer interaction tools)

Laura Krusius, Head of Frontline Services, Technopolis Plc., comments:

“We have been using HappyOrNot since 2009, and implemented it as a KPI in our operations in 2010. Today, HappyOrNot is a standard part of our restaurant concept. It is a win-win for all involved – we can ensure the quality required by quality standards, our operators have a state-of-the art tool and motivator to help them exceed their targets and gain rewards, and our lunch customers have a convenient way to give feedback and see the results via the customer interaction reports.”

HappyOrNot Ltd. HappyOrNot® helps its clients in such sectors as retail, services, hospitality, healthcare, transportation, lifestyle and fitness, and public service to develop their service experience and sales through continuous monitoring and reporting on customer satisfaction levels. HappyOrNot has received recognition via several awards and acknowledgements, including the Nordic Retail Awards 2011 and Daily Finance Top 4 in 2013. HappyOrNot is currently being used by over 300 retail and service chain organizations across 30 countries, including such companies as Dixon’s Retail, Sodexo, Country Fair, HEB Grocery Company, Heathrow Airport, Finnair, Carrefour, SNCF, GE Healthcare, Ochsner Health System and several other international and global industry leaders. HappyOrNot opened its office in the USA in 2013.