1. HappyOrNot ® Makes Customer Satisfaction an easy Key-Performance Indicator 1.Introduction 2.HappyOrNot in 5 minutes 3.Avis Sweden trial overview 4.How to improve? 5.Next Step: Roll-Out 3.6.2014 Erno Syvälahti Sales Director, Partner HappyOrNot Ltd

2. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved Customers - Fortune 500 companies & industry leaders: Retail, Healthcare, Hospitality, Services, Transportation

3. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved HappyOrNot Ltd Awards: HappyOrNot was one of the coolest Things We Saw at NRF’s Retail's BIG Show ” HappyOrNot listed in Top Start-up list by one of the Nordics' biggest Finance publication, Talouselämä in January 2014 COMPANY CONFIDENTIAL Est. 2009, Finland Offices in Finland and US Service available in 39 countries Over 500 customers + 100 000 000 feedbacks collected Key industry segments: Retail, Healthcare, Transportation, ServicesRetailHealthcare TransportationServices

4. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved No wires Uses 2G/3G GSM–network, and features an internal power source Your customer won't be tripped up by wires, and the devices can be placed freely No Install Very easy to deploy Highly durable Designed to withstand large input volumes Batteries last +2 years COMPANY CONFIDENTIAL Metering Devices Totally Wireless – patent pending

5. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved Easy Reporting 2. Web dashboard 1. E-Mails COMPANY CONFIDENTIAL Automatic, role-specific emails distributed to the entire organization: Unit Reports Area Reports Management Reports Big Picture for both Units and Management Results comparison Export views for Powerpoint or Excel 3. HappyOrNot API Third Reporting option for large companies for integrating the HappyOrNot ® results to other services that report indexes like for example Sales Data, Conversion rate, Basket size and Footfall.

6. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved Avis Norway ”Hvor fornøyd er du med vår kundeservice i dag?” 10 units (1 device / store) COMPANY CONFIDENTIAL Created 5th of June 2014

7. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved What Is It? Green = 100 light green = 66 light red = 33 Red = 0 The numbers are added together and divided by the count. Typical HappyOrNot –index averages: 60-70 – High-volume Retail sector, often gas station chains, Airport Security Checks 70-84 – Majority of our customers 85-90 – Best of Retail sector +90 – Only few companies can get these kind of scores long term. Often Private Healthcare Elite or top-tier Retail chains. HappyOrNot index COMPANY CONFIDENTIAL

8. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved Top Level COMPANY CONFIDENTIAL Overall results & Unit comparison Good Index Overall it looks good. Company index of 87 is on par what we’ve seen in the Nordics from this industry. However over 800 Customers have given red so it’s important to see when and where this is happening to improve. Three ”class” of locations so far Vigra, Vika and Bergen are getting excellent results, all are over 90. Then there’s big ”middle class” that are considerably weaker. Out of these 10 locations Flesland is clearly the weakest so far.

9. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved COMPANY CONFIDENTIAL What makes the difference? Vika vs. Gardermoen vs. Flesland Let’s take a deeper look on next pages by comparing Vika (”Best Class), Gardemoen (”Middle Class”) and Flesland (”Weakest”).

10. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved Average Day all feedbacks so far VikaGardermoen Very stable, good! 9.00 – 9.59 has been the only weaker hour. Flesland 20.00 – 20.59 is the weakest but in general a bit more fluctuation than in Vika. Flesland has strong fluctuation. Some very good hours but a lot of weaker hours. 12.00 – 12.59 and 14.00 – 14.59 been the most challenging so far.

11. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved Average Week all feedbacks so far VikaGardermoen Saturdays have been the only weak point in Vika. Flesland Thursdays are weakest in Gardemoen. This is interesting as Friday is by far the busiest (biggest amount of feedback) while Wednesdays are relatively quiet. Thursdays and also slightly saturdays as well are on the red side.

12. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved COMPANY CONFIDENTIAL How to improve? HappyOrNot ® to all key locations Daily + Weekly + monthly email reports to site managers Weekly + Monthly Email reports to rest of staff Management: Weekly + monthly reports Exposure and Conversation => Better Results

13. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved Next Step: Roll-Out Long-term customer satisfaction improvement 1.Customer Satisfaction becomes a daily, measurable Key Performance Indicator 2.Motivates your employees 3.Good service improves customer loyalty and sales COMPANY CONFIDENTIAL

14. © & ® Happyornot Ltd. All Rights reserved. Patent pending. Other trademarks belong to their respective owners. All rights reserved THE WORLDWIDE SOLUTION FOR CONTINUOUS CUSTOMER SATISFACTION IMPROVEMENT COMPANY CONFIDENTIAL