Setting New Standards for Customer Experience
JACK & JONES launched the HappyOrNot service to all 25 store locations across Finland to get meaningful real-time Customer Experience data that they could act on. Their key goal was to reach their sales targets without compromise to their customer service level.
Satisfied customers are happy to return, so making sure buyers and non-buyers alike leave the store with a smile on their face is a top priority. With the Customer Experience data insights, JACK & JONES aims to understand the correlation between sales, footfall and Customer Experience, and to turn visitors into buyers by delivering an exceptional in-store experience.
“We used to use other methods such as exit surveys and mystery shopping, but the amount of data was simply too small to back up our decision-making. With HappyOrNot, we get a high participation rate and Customer Experience data that matters,” says Mika Puolimatka, JACK & JONES Retail Operations Manager.