© & ® Happyornot Ltd. 2009-2013. All Rights reserved. Patent pending. . All other trademarks...

© & ® Happyornot Ltd. 2009-2013. All Rights reserved. Patent pending. www.happy-or-not.com. All other trademarks belong to their respective owners.

IN TRANSPORT

Version dated: 3.5.2013

Confidential

CONTENT:

• Aviation

• Heathrow airport

• Finnair (airline)

• HappyOrNot Ground Transportation

• SNCF (railways company)

• VR (railways company)

• Other transportation companies using HappyOrNot

• Comfort and Facilities – Toilets

• HappyOrNot in terminal food services

• Special Cases

• HappyOrNot in Bus

• Planned trial: HappyOrNot in Train


AVIATION

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We needed a quick and simple method to understand our passengers' feedback on a day-to-day basis, allowing us to understand their perception of the security process, and build a clear picture over time of changing trends in passenger feedback.Comments from Heathrow, Head of Operative Systems, Kevin RendleCASE – SUCCESSFUL LAUNCH IN JUNE – WELCOMING OLYMPICS VISITORS!

IMMEDIATE RESULTS: Without any prompting, airport security staff have been encouraging passengers to use the units, which demonstrates to passengers the importance of their feedback

OLYMPICS SUCCESS:Olympics created a largest peak ever in Heathrow airport – the challenge: to maintain customer satisfaction!

NEAR FUTURE EXPECTATIONS – INTEGRATION TO OPERATIONS:The service will become an integral part of measuring passenger feedback and the results will be integrated into BAA´s management system, which is reviewed on a daily basis by the terminal team

Improving Customer Service and service imageof Airport operations

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Finnair, the leading Northern European aviation enterprise, uses HappyOrNot to monitor, improve, and ensure customer satisfaction in their main operative segment: fluency of Check-in service. Included is continuous monitoring of traveller satisfaction in the award-winning Finnair/OneWorld lounges and transfer desks, and monitoring of employee satisfaction in staff lounges. Finnair contracted with HappyOrNot in spring 2012, and uses HON via a long-term contract

CASE – SUCCESSFUL FIRST QUARTER – MONITORING CONTINUES:

• Target: to improve and ensure customer satisfaction of Check-in service, with key focus during the peak seasons

• Results: Visible improvement achieved! Even during the peak season, Finnair managed to improve customer experience and satisfaction.

Improving and ensuring customer satisfaction at

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Facts and Figures

• IMPROVED results in 3 full months of use:• June

• 24% dissatisfied• 55% very satisfied

• July (holiday peak)• 19% dissatisfied• 61% very satisfied

• August (holiday peak)• 19% dissatisfied• 62% very satisfied

Successful improvement! Dissatisfaction decreased and satisfaction increased significantly, even during the peak season! During the autumn, the target is set to decrease the dissatisfaction below 10%

In addition to long-term improvement, Finnair has been able to pinpoint and identify several areas for improvement regarding resourcing and coaching.

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GROUND TRANSPORTATION

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SNCF is France's national state-owned railway company, operating the country's national rail services, including the TGV – France's high-speed rail network. The SNCF employs more than 180,000 people in 120 countries across the globe

• Thousands of feedbacks per measurement point per week!

• Results: Staff and managament have been very happy with the reporting, and a clear improvement in satisfaction has already been seen

Railway Station Service Experience Measuring and Improvement

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Railway Station Service Experience Measuring and Improvement – results can be seen in weeks!

Waiting times satisfaction

Significant results already within in the first weeks:

Percentage of very satisfied customers increased by 8 percentage points!

Satisfaction with Customer Service

Significant results already within the first weeks:

Percentage of very satisfied customers increased by 12 percentage points!

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VR Group is a customer-oriented and environmentally responsible Finnish railways transport company, operating approx. 12 million customer journeys annually. VR uses HappyOrNot service to monitor and improve the personal service experiences.How do you rate personal service today?

CASE – SUCCESSFUL 12 MONTHS – MONITORING CONTINUES:

• Original Target: to significantly improve the overall personal service and service image of the organization during a 12-month period

• HappyOrNot installed at several points of experiences in approx. 20 main stations

• Results: Outstanding improvement!

• Future plans – HON at all stations? (2013) -> HON to trains? (Q3-Q4/2013)

Improving personal customer service and service image in the Ticket Offices Nationwide

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Facts and Figures – Corporate Level

Corporate results (Personal service image in ticket offices: How do you rate our personal service today?)• Improvement in 18 full months of use

Successful improvement! Dissatisfaction decreased and satisfaction increased significantly, even during the peak season! Besides improving the corporate trend, VR has been able to improve the service performance and service image of several of their largest stations, including Helsinki, the capital station.

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Significant ongoing improvement in customer service satisfaction


OTHER TRANSPORTATION ORGANIZATIONS USING HAPPYORNOT®SERVICE FOR ONGOING CUSTOMER SATISFACTION AND SERVICE IMAGE IMPROVEMENT

Airport in The UK

Finland, Bus Stations and Terminals

Matkahuolto is a private service and marketing company specialising in bus and coach services. Its core business consists of Travel and Parcel Services. Matkahuolto's services are available via 2,000 service outlets, 60 of which are company-owned

AVIATIONGROUND TRANSPORTATION

Airport in Estonia (by )

Airport in The UK

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Norway major Airports (by )

Dublin Airport, Ireland


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Comfort and facilities - Toilets

Toilet facilities are important part of the customer/traveller experience. That is why several organizations are getting ready to deploy HappyOrNot® service for continuous cleanliness satisfaction monitoring

Heathrow Airport and Sweden´s leading exhibition center, Stockholmsmässan, are already deploying HappyOrNot service for this purpose

The leading Dutch cleaning services company CSU also uses HappyOrNot to ensure that employees and visitors of their client organizations can use clean toilet and washroom facilities

”You can’t manage what you don’t measure”


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SSP owns, operates, and franchises food, beverage, and other concessions at airports and other transportation stations

HappyOrNot is used at multiple outlets (in the airports located in the UK, Denmark, Sweden, Netherlands, and Norway.

HappyOrNot in terminal food services


SPECIAL CASES

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© & ® Happyornot Ltd. 2009-2013. All Rights reserved. Patent pending. www.happy-or-not.com. All other trademarks belong to their respective owners. Confidential

NEW ENHANCEMENT• Bus transfer satisfaction (HON meter installed in the Bus!)

HappyOrNot in Bus


ALLEGRO trains (Helsinki – St.Petersburg)

TRIALHappyOrNot devices in train cars, with pictured aluminium bar for safely attaching the device

ROLL-OUTIf Trial experiences are positive, we propose equipping all Allegros with HappyOrNot devices featuring the legless install

Pricing and detailed installation procedure to be agreed upon later

How do you rate this journey?

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PLANNED TRIAL: HappyOrNot in Train

© & ® Happyornot Ltd. 2009-2013. All Rights reserved. Patent pending. . All other trademarks...

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