Know What's Happening Across Your Network

Discover how Push My Button helps airports, rail operators, and bus networks capture real-time passenger feedback across every touchpoint — from terminal check-in and security to onboard services, stations, and interchanges — and turn it into smarter operational decisions.

The Challenge Facing Transport Operators

Your passengers know exactly what’s wrong with their journey. The problem is they’re not telling you.

Running an airport, a rail network, or a bus operation means managing thousands of anonymous passengers every day — people you can’t email, can’t survey after the fact, and can’t follow up with later. Whether the issue is a dirty bathroom in an airport terminal, an overcrowded platform at a city rail interchange, or unreliable service information on a bus network, the signal rarely reaches your operations team in time to act.

Transport is unique among service environments because the customer relationship is almost entirely anonymous. There’s no guest profile, no loyalty account, no booking record for the vast majority of passengers moving through your network. The only window to capture their experience is while they’re still in it.

Most transport operators rely on feedback methods that simply don’t provide the full, real-time picture. Here’s why traditional approaches fall short:

• Anonymous passengers, no contact data: Most passengers pass through without any registered profile. Post-trip surveys are impossible to target, and response rates reflect it. The only opportunity to capture genuine experience data is at the point of the experience itself.
• Rear-view mirror data: Annual passenger satisfaction reports, third-party benchmarking studies, and post-trip app ratings all describe what happened months ago. By the time the data is reviewed, the issue has already repeated itself thousands of times.
• Only the loudest voices: Complaint systems and online reviews capture extreme experiences. The quietly frustrated passenger — the one who found a dirty bathroom, a confusing interchange, or a poor check-in experience — simply moves on and never surfaces in your data.
• No zone or touchpoint visibility: A generic satisfaction score doesn’t tell you whether the problem was check-in staffing, bathroom cleanliness, platform safety, retail service quality, or onboard experience. Without touchpoint-level data, operations teams can’t prioritise.

Without real-time, in-the-moment feedback, transport operators are left reacting to problems rather than preventing them.

One solution for a complete picture of the passenger journey

Smiley Terminals — The High-Volume Pulse at Your Busiest Checkpoint

The HappyOrNot Smiley Terminal is a standalone, battery-powered kiosk designed for maximum throughput in high-traffic environments. No phone required. No account. Just four smiley faces and one press — the most frictionless feedback format available.

In airport environments, the Smiley Terminal is the tool of choice for fast-moving passenger streams: the exit from security screening, the end of check-in queues, the post-customs walkway, or bathrooms. Passengers are moving quickly, and the physical button format captures feedback in under one second without breaking their stride.

For rail, bus and ferry operators, the Smiley Terminal’s versatility makes it equally well-suited to busy station concourses, ticket office exits, ferry terminals, and bus depots.

Smiley Touch - capture the why

The HappyOrNot Smiley Touch is a permanent, dedicated kiosk that captures large volumes of feedback tied to a specific, experience point — a bathroom block, a business lounge, a ticket office, help area. One press of a smiley face. No phone needed.

What sets it apart is the optional follow-up question: after rating, passengers can select what drove their experience — for a bathroom, cleanliness, supplies, or maintenance; for a lounge, seating, food quality, or temperature. That context turns a satisfaction score into an operational signal your team can act on immediately.

Coupled with real time alerts this can drive operational efficiency, reducing costs and improving passenger experience.

Smiley Sign — Capture Feedback at Every Touchpoint, as Passengers Move Through

The HappyOrNot Smiley Sign is NFC-enabled intelligent signage that lets passengers tap their own phone or scan a QR code to give feedback — no app, no account, done in under three seconds. Its strength in transport is reach: the Smiley Sign can go anywhere a poster can go, making it the natural tool for environments where a physical kiosk isn’t practical.

In airports, it excels across retail and food and beverage precincts. Chicago O’Hare deployed 1,800 Smiley Signs across 94 brands in their retail and hospitality areas — each brand getting its own satisfaction data while the airport sees a consolidated view across the entire concession precinct. It’s a model that scales to any airport with a significant F&B or retail footprint, with no additional infrastructure required beyond the sign itself.

For trains, ferries, and buses, the poster format is as simple as deployment gets. Print it, affix it to a carriage wall, seat-back, or terminal pillar, and any passenger with a smartphone can rate their experience. No power. No network. No installation. Particularly effective on longer journeys where passengers have time to engage — train carriages, ferry lounges, and coach seating areas all work well.

Flexible Deployment: Using Smiley kiosks and Smiley Sign Together

The Smiley Kiosks and Smiley Sign serve different roles. The Kiosks are your permanent, high-volume station at specific experience points — bathrooms, lounges, security exits — building data over time with contextual follow-up questions (touch). The Sign is your lightweight layer across retail, hospitality, and anywhere a poster fits — reaching the experiences too distributed for a dedicated kiosk.

Here’s how they work together across a typical departure:

6:45am — A passenger exits the bathroom. The Smiley Touch has captured 47 ratings since 5:00am. Their red face triggers an alert.

→ Cleaning is dispatched before the 7:00am peak.

7:10am — They press the Smiley Terminal at the security gate exit.

→ One of your lowest-scoring touchpoints gets another data point, tracked against the Monday morning trend.

8:30am — Airside, they tap the Smiley Sign at a café counter.

→ The café gets its own score. The airport sees the aggregated view across all F&B outlets.

9:15am — A Smiley Sign poster near gate seating gets a quick tap.

→ Gate area experience captured — no kiosk, no staff involvement needed.

The same layered approach works on trains, ferries, and buses — Touch at key facility exits, Sign posters in carriages and lounges — with all data flowing into one reporting portal in real time.

All Your Feedback in One Reporting Portal

No matter how many products, terminals, stations, or routes you deploy across, all feedback flows into the same HappyOrNot reporting portal in real time. View results by experience point, by hour, by day, by location — and benchmark performance across your whole operation from a single dashboard.

• Real-time alerts when negative feedback spikes at any touchpoint across any site
• Hourly trend data to optimise cleaning rosters, staffing schedules, and service deployment
• Experience-point benchmarking against Australasian and global transport averages
• Daily, weekly, and monthly reports automatically distributed to your team
• Mobile app access for terminal managers, station supervisors, and operations leads
• Unlimited user access — no per-seat licensing

Measurable Operational Benefits for Transport Teams

1. Fix cleaning and service issues in the same shift, not the same quarter

Real-time alerts mean your operations team knows about a bathroom issue, a retail service failure, or a station facility problem while there’s still time — and staff — to fix it. Whether it’s an airport terminal, a train station concourse, or a bus interchange, negative spikes at specific touchpoints are flagged immediately so corrective action happens before the problem compounds into formal complaints or social media posts.

4. Benchmark consistently across terminals, stations, and shifts

For operators managing multiple sites — whether that’s airport terminals, train stations, or bus depots — a single dashboard shows how every experience point is performing side by side, in real time. Managers can identify whether a dip in satisfaction is network-wide, site-specific, or tied to a particular shift or contractor before it affects passenger perception scores or regulatory reporting.

2. Turn anonymous passenger feedback into operational intelligence

Transport is unique in that it serves passengers without any prior relationship or contact data — and this is true whether you’re running an international airport, a metropolitan rail network, or a regional bus route. HappyOrNot is purpose-built for exactly this environment — capturing high volumes of in-the-moment feedback from anonymous passengers without requiring an account, an app, or any personal information.

5. Demonstrate commitment to passenger experience

Visible feedback kiosks and NFC signs signal to passengers that their experience matters — not just in an annual survey, but every single day. Whether in an airport terminal or at a suburban bus interchange, that signal builds trust and encourages the kind of engagement that turns passive travellers into advocates for your service.

3. Give retail and concession partners the data they need

Airport retail managers and F&B operators have their own performance targets — and their own need for feedback data. Deploying Smiley Signs across concession areas gives each brand visibility into their own satisfaction scores while giving airport operations a consolidated view across the whole retail precinct. Chicago O’Hare’s deployment across 94 brands is a strong example of this model at scale. The same approach works in rail station precincts and bus terminal retail areas.

A sample of our Transport Clients

“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 with a voluntary process, and building a clear picture over time of changing trends in passenger feedback.”

Kevin Rendle, Head of Operative Systems, Heathrow BAA

How Much Does All Of This Cost, I Hear You Asking?

Ready to Stop Guessing and Start Knowing?

Push My Button has been helping airports, rail operators, bus networks, and passenger-facing transport organisations across Australia, New Zealand, and the Pacific capture real-time feedback for over ten years. We understand the unique challenges of serving anonymous, high-volume passenger flows — and we know how to translate that data into operational results across every mode of transport.

Whether you manage a regional airport, a major international terminal, a metropolitan rail network, a bus franchise, or a ferry service, we have a deployment that fits your environment, your stakeholders, and your scale.