The ease of giving feedback encouraged wider use of the service
The strongly growing Juvenes implemented HappyOrNot in all of its locations in 2019. The real-time Analytics helps its various locations develop individually as they receive feedback directly from the specific location’s customers. Measuring customer experience helps Juvenes see what customers like and what they do not like. Real-time customer satisfaction data is a direct indication of customer expectations and enables Juvenes to individualize and improve its services according to customer wishes in terms of, for example, the functionality, waiting times and menu of the location.
“I believe that our industry is constantly moving further from the traditional model where it is the customer who adapts to a concept. The concepts, milieus, and clienteles of our various restaurants differ from each other. This is visible in the diversity of the food and services offered at the various restaurants, but also in the ability to create and develop the customer experience individually for each location,”, says CEO Päivi Jousmäki.
“We want to stay one step ahead and engage our customers in the development of our services. For example, as we plan new locations, we familiarize ourselves with the background material, ask, listen and come up with concepts together with our partners. The use of real-time customer experience data in proactive development makes it possible to provide services that suit our customers’ needs and wishes,” Päivi explains.