No more “happy” buttons at First Wing security?
Oct 5, 2019, 7:49 am
#16
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They have several of these at a client of mine, together with a weekly loaded question, out in the open on the floor so everyone could see who the trouble makers are. Pointless.
Furthermore they had an “anonymous” suggestions box placed right outside the HR office with two CCTV cameras pointing to it. Knowing the officious and toxic nature of that particular HR dept, I doubt there were many takers.
Furthermore they had an “anonymous” suggestions box placed right outside the HR office with two CCTV cameras pointing to it. Knowing the officious and toxic nature of that particular HR dept, I doubt there were many takers.
But back on topic. These type of tools obviously work better when, 1) they are not going to be used to retaliate against the user, 2) when the numbers become statistically relevant or immediate feedback is valuable. It seems that at airports this is the case in the grand scheme of things.
Oct 5, 2019, 8:42 am
#18
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Oct 5, 2019, 9:52 am
#20
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I’ve been happy to hit the green smiling face a lot in the First Wing this year, rarely an issue encountered.
T
Oct 5, 2019, 10:14 am
#21
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Oct 5, 2019, 10:21 am
#22
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Oct 5, 2019, 10:32 am
#23
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Oct 5, 2019, 11:36 am
#24
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If they’ve improved no downside IMO to hitting the green smiley, and hopefully the red frown when things go wrong mean it’s picked up. Don’t think we’ll retreat 1 second less in the Flounge each time!
Oct 6, 2019, 1:48 pm
#25
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The data from the HorN machines (as they are colloquially called) are very much analysed and compared against multiple criteria. Yes, staff do sometimes hit them as they pass through but no-one really has the time to spend doing multiple hits so there's minimal skewing and there's some statistical jiggery-pokery that smooths that out.
The most notable report I've seen was the before/after comparisons of Immigration following the expansion of eGate useage by additional countries.
The funniest I saw was on Friday afternoon going through T5 and the angry button was missing from one of the devices after security. I wonder if that was to dissaude people from selecting it, or was someone so angry they wanted to keep the button?
EDIT: forgot to say. in answer to the OP, the devices do have to be brought in for battery recharge/replacement, cleaning etc every now and then, so it's either temporary or someone has decided we no longer need to monitor the first wing
The most notable report I've seen was the before/after comparisons of Immigration following the expansion of eGate useage by additional countries.
The funniest I saw was on Friday afternoon going through T5 and the angry button was missing from one of the devices after security. I wonder if that was to dissaude people from selecting it, or was someone so angry they wanted to keep the button?
EDIT: forgot to say. in answer to the OP, the devices do have to be brought in for battery recharge/replacement, cleaning etc every now and then, so it's either temporary or someone has decided we no longer need to monitor the first wing
Oct 6, 2019, 11:12 pm
#26
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Could have done with a big red button this morning! At least both lanes open but queues past the BP check and staff who seemed to lack any sense of urgency! That combined with pods not working again isn’t covering Heathrow in glory this morning
Oct 7, 2019, 12:01 am
#27
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You can't buy something, stay in a hotel, phone a customer helpline or even use a public washroom these days without being asked to rate your experience, whether on the spot or by follow-up email. I've given up engaging with such requests.