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Volume 26 No. 3
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New Kiosks At Wells Fargo Center Let Fans Rate Restrooms, Concessions

Information from these machines can show trends, such as popular concession stands
Photo: HAPPYORNOT

The Wells Fargo Center has "installed 75 'HappyOrNot' machines to allow fans to rate restrooms, retail locations and concession stands," according to Christian Hetrick of the PHILADELPHIA INQUIRER. The machines have just four buttons -- "ranging from dark green and very smiley to bright red and really frowny -- and collect volumes of anonymous data." The information from these machines can "show trends, such as popular concession stands or a day of the week when customer satisfaction consistently drops off." The Wells Fargo Center is the "first NBA/NHL arena in the country to install the machines," as part of a multiyear, $250M renovation project. Finland-based HappyOrNot claims the machines "collect responses" from 20% or more of "foot traffic at a given location," compared with 2% for the traditional survey. Comcast Spectacor Senior Manager of Guest Experience Mandy Bauer said that the "instant feedback on smart phones" has helped Wells Fargo Center "address issues as they occur since it started using the devices" during a concert in September. During a recent Flyers game, staff "got an alert on a men's bathroom" because 30% of the responses were "negative in a 15-minute time frame" (PHILADELPHIA INQUIRER, 9/29).