Smiley Feedback Ltd
HappyOrNot in Retail
Keep your customers coming back for more
Learn when, where and why your customers are unhappy.
Improve your operations and increase revenue.
Why Customer Experience matters
It’s critical to measure customer satisfaction.
50% of customers will switch to a competitor after just one bad experience.
The competition is no longer about price or product
Customer Experience is now the NUMBER ONE differentiator between brands
Reduce unhappy customers by 20%* in the first year
Approachable, anonymous and easy-to-use, our Smileys are designed to get maximum feedback in all physical and digital experience points.
Our retail customers have been able to
Identify and improve pain points such as waiting times, product availability and customer service
Manage incidents as they occur
Engage staff with measurable goals and drive healthy competition between teams
Empower leadership to make data-driven decisions about customer experience
*an average based on historical data from our retail clients
How you can monetize retail CX insights
60%
Customer-centric companies are 60% more profitable than others
Deloitte, 2016
86%
of buyers are willing to pay more for great customer experience
PWC, 2018
49%
of buyers have made impulse purchases after a a great experience
Segment, 2017
Do you know if you're delivering a great customer experience (CX)?
High-volume data
500,000 feedback responses collected and reported daily
Trusted CX solution
Used by 1,000 retail industry leaders, worldwide
Proven results
Customer dissatisfaction decreases 19% in just 12 months
We help you achieve your key CX metrics
Our service delivers you structured, easy-to-understand retail CX data that will help you connect your ongoing service performance to actionable insights.
1. Measure customer satisfaction at all in-store customer touch-points
2. Identify pain-points.
3. Make immediate changes to improve
4. Test your improvement initiatives in real-time to verify the actions are working.
Leverage data into actionable insights
The reason most retail data analytics solutions fail is because they’re too complex.
Companies only analyse 10% of the data they collect.
39% say they have too much data and not enough analysis
13% say they have the data but their tools can’t make sense of it.
With our simple reporting Interface, the HappyOrNot solution eliminates this confusion.
Our actionable insights let you make improvements immediately. Continuously measuring the effect on the business in real-time and fine-tuning until you reach your CX goals.
Track your performance via real-time trending data. The blue Happy Index line pinpoints the exact time and place of CX decline so that you can investigate causes in order to take action immediately.
Real-time CX tracking
Get full performance visibility for each location you manage. Drill-down to identify trends and best-practice for each location. This helps you test and verify actions taken to improve any low performers.
Location-based comparisons
See the status of your key performance results at a glance. We summarise all of your important details so you can focus on the red flags.
CX performance snapshot
45 million customer responses from 18-20% of the total footfall
“Today, it’s not only important for us to measure the sales we have in the stores, but it’s also very important to measure how the customers feel about us.”
Morten Schwartzmann, Nordic Productivity Manager
Hourly CX data uncovers the most obvious things that need to be corrected
What we received from the HappyOrNot Smiley Terminals is that we’re now able to collect meaningful, significant customer responses that we can take action on.”
Rhett Majoria, Majoria Drugs co-owner and Chief Pharmacist
Easiness and low commitment enables valuable information from customers without disruption
“HappyOrNot really suits our customer base. There’s a lot of digital solutions out there at the moment, but at the current way that people shop with us and the current way they want feedback, this works for us really well.”
Julie Tyler, Customer Experience Manager
