Experience points are the fundamental building blocks for collecting feedback with HappyOrNot and form the structure of the organization’s Smileys products. They determine how the feedback is reported and which users have access to the data. The experience point structure can be built however you want, with as many levels as needed.
When starting with the service, plan carefully how you want to set up the structure to work best for your organization. A small organization may only need a two-level hierarchy, whereas a larger one may need a more complex structure divided into, for example, countries, locations and individual experience points in a store, for example. We recommend taking into consideration possible future needs as well since it is easier to expand your surveys when original set-up is done well.
Each experience point has a Smileys product with a unique serial number assigned to it. You can also create multi-level groups that contain more than one experience points. HappyOrNot Reporting service use the feedback data received from that Smiley to generate the survey results of that specific experience point. In HappyOrNot Reporting all data is then visible and can be viewed combined to get an overview as well as dig into an individual experience point level.
See below an example
For example, if in the image above you only had London office at first but might add Paris office later, it’s best to preemptively create a group for experience points in the London office instead of having Lobby and Exit door directly under Organization ABC.
Naming experience points
How you name your experience points is very important. Clear and understandable names make it easier to see where your feedback is coming from. It also guarantees that the serial numbers of the Smileys will match the feedback data in your reports. A good name is something like City_Location_Experience point (for example, London_CityCentre_MainDoor). Your company can also have a specific naming convention, containing, for example, a store ID.
Who can see what?
When planning the structure, also think carefully about who should be able to access each experience point or group. For example, if you have Smileys measuring both employee experience and customer experience, you should create separate groups for them instead of having both under the same group. This way it is easy to give relevant personnel access only to employee experience or customer experience data.
Note that a user cannot have access to two separate groups or experience points unless they are given access to a higher branch combining them. For example, in the image below, one person would not be able to see the feedback for both the Lobby and Exit door without having access to the London office.
For more information about the different elements in the Reporting service, read the article “Reporting service and its Main Components” in our Customer Community (sign in with your Reporting service credentials).