2018-004 CS SurveyDate: January 5, 2018 Report No. 2018-004
INFORMAL STAFF REPORT
TO MAYOR AND CITY COUNCIL
SUBJECT:
Monitoring of customer service satisfaction levels in the City Hall East Customer Service and
Municipal Court lobbies.
BACKGROUND:
Currently the City of Denton Customer Service department is developing an automated response
survey that would enable customers to provide immediate feedback on the level of service they
received when calling in over the phone. A similar program does not yet exist for the lobbies.
DISCUSSION:
Several options have been explored to determine the best method of capturing customer service
levels in our lobbies. Based upon this research, staff believes that a simple product known as a
“Smiley Terminal” could be an effective solution and will be proceeding with a trial of this
product.
The smiley terminal is basically a kiosk that can be placed in high traffic areas to solicit feedback
from customers regarding their experience. These kiosks are obtained from a vendor known as
HappyOrNot Services Ltd. and appears to offer an ideal solution based upon ease of use and
simplicity of design. HappyOrNot Services offers a two month trial of the product at a cost of
$295/kiosk before committing to any kind of long term contract. Benefits of the kiosks include
the following:
The Kiosks are extremely user friendly (requiring <1 second for the user to respond)
Are battery powered so they can be placed anywhere
Provide instantaneous access to “real time” data via the web
Data can be analyzed by hour, day, month and year
CONCLUSION:
Based upon our initial assessment, staff will obtain two of HappyOrNot’s kiosks (one that would
be placed in the Customer Service lobby and another by Municipal Courts) to be used on a two
month trial basis. This should provide sufficient time to evaluate the product and determine if a
long term contract is warranted.
STAFF CONTACT:
Tiffany Thomson, Customer Service Manager
(940)349-7401
Tiffany.Thomson@cityofdenton.com