“Without HappyOrNot, it would be impossible for me to ensure we have the right service in our stores”
Elkjøp store managers see customer happiness as their ultimate responsibility. They use HappyOrNot to collect customer feedback and get a temperature check of their stores.
“HappyOrNot helps me focus on what’s really important: customer satisfaction. I’m very performance-oriented and without HappyOrNot, it would be impossible for me to ensure we have the right service in our stores. When I ask my employees, they will almost always say there’s no problem with customer satisfaction. But HappyOrNot tells me whether we’re doing as good as we think we are. It helps me adjust the way we do things so we can be even better,” says Peter Bjerregaard, Store Manager at Elgiganten Gentofte in Denmark.
Prioritizing the customer experience
Elkjøp store managers are no longer satisfied with high sales alone, but now make customer satisfaction a priority. For example, before Peter became a store manager at Elgiganten Gentofte, the store saw themselves as the best in Denmark because they had the highest revenue.
Peter helped shift the overall attitude to focus on customer satisfaction. He explains, “The store was satisfied with selling the most, but it’s very important to remember that our customers can choose another place to buy their goods if they like. We have to be humble and treat them as our guests. If we treat our customers badly, it would be so easy for them to drive five kilometres further and buy from another store. We’d be empowering our competition.”