Retail
Learn when, where and why your customers are unhappy, optimize your operations and increase revenue.
“We have a live screen in the back office of each store, so we can see all the responses and any comments as they happen, It gives you ideas about what you can do better and opens your eyes to anything that needs addressing. Previously we had a mystery shopper but this is much better – because it’s live, all day every day, so you can respond to customer suggestions and tackle any problems as soon as they happen.”
Karun Sharma, Cash Converters Store Manager
A collection of our amazing clients
We work with Customers across Australia and New Zealand
Insights
Reduce unhappy customers by 30%* 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
Measuring across channels
As an omnichannel retailer being able to measure your customers experience across all the channels that you work in is essential. Having the consistent method of measurement allows for comparison across services internally but also familiarity of the customers.
Collecting frictionless feedback at your physical stores using our Smiley kiosks provides more real time in moment feedback than other methods. Offering feedback not tied to a transaction allows noncustomers to also provide feedback which is often excluded. Having feedback by hour by day enables store and regional managers to better focus their time on the times and days that matter.
Retails services delivered off premise include deliveries, in home consultations, or a service technician. Customers can either provide feedback using the technician’s device or their own device.
Retail websites are ever so important to convey both brand image and experience. Does your website deliver on these expectations, was it easy to use, was the order process simple, was it easy to book a service for example?
Utilise the Smiley Digitals to collect feedback at different experience points on your website in the moment when your customers are browsing.
When you receive a customer enquiry, respond to a service request or email out the order details, do you measure the experience.
With HappyOrNot you can measure all experiences with one simple set of Smiley Faces imbedded into your email templates.
Utilising the Insights
With all of the insights that are possible to be captured across the different interaction points, how are other Retail customers using this information to make positive change:
KPI
Track your stores Customer Satisfaction KPI, to drive healthy competition between stores and services.
Service
HappyOrNot enables the teams that deliver customer service to understand the impact that it has on the Customer.
Resources
HappyOrNot enables teams to better allocate time and resources at the right time of day
Managers
HappyOrNot enables managers to focus their time on the locations that most need their support. Change the pattern and visit stores when HappyOrNot data tells you to.
Community
HappyOrNot demonstrates to Customers that feedback is important not just once a year but all of the time, and through it they see positive change