Juvenes develops more individual services with HappyOrNot

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.

“The amount of feedback has increased severalfold with HappyOrNot”

Juvenes uses HappyOrNot’s tablet-based Smiley Touch™. The speed, ease, and clarity of giving feedback bring about a large number of responses. The real-time feedback and advanced and open feedback options of the Smiley Touch provide valuable additional information on the reasons behind the feedback.

“HappyOrNot makes the customer experience visible for our personnel and our customers. Our entire personnel can view the customer experience results for their location and all the other locations as well. Openness and transparency are key in developing operations and sharing best practices. Sharing the results also highlights the fact that the improvement of customer experience is teamwork. Business intelligence at Juvenes increases significantly as we see the results and understand and become aware of the versatile ways that our entire organization can utilize Analytics in our daily work,” Päivi Jousmäki explains and continues:

“When it’s easy and fun to give feedback, customers want to do it. The amount of feedback has increased severalfold since we implemented HappyOrNot. We have also already noticed that customers are eager to give open feedback with HappyOrNot’s devices. With HappyOrNot, we know how our customers are doing — all day, every day, in all our locations. Real-time customer experience data helps us understand the direction we are headed to.”

Most of Juvenes’ locations utilize the possibility to share customer satisfaction results with the customers. Transparency is promoted by sharing the survey results on information screens with HappyOrNot’s Live Sharing function. In locations with no information screens, the up-to-date results are posted on bulletin boards.

“At Juvenes, the customer is always truly at the center of our operations. I believe that our “Customer-oriented strategy” is our competitive edge now and in the future. This means that we create, come up with concepts and tailor our service solutions according to the customers in each location,” explains CEO Päivi Jousmäki from Juvenes.

Strong collaboration ensures a smooth implementation

HappyOrNot and Juvenes carried out the implementation in strong collaboration from beginning to end. With the help of the collaboration, it was possible to ensure that Juvenes can utilize the full potential of the service.

“The implementation of HappyOrNot was truly significant for the entire organization. We made no compromises in the execution. We wanted to ensure that the entire organization is covered by Analytics immediately as the customer experience data gathered by HappyOrNot Reporting service supports the achievement of the entire organization’s goals,”, says Päivi Jousmäki.

“The same easy-to-understand Analytics can be used daily by the customer service personnel and restaurant managers in our locations as well as all kitchen employees, supervisors and other members of the organization. We can react to certain observations immediately and use Analytics to help us with short and long-term development. Our customers share their experiences with HappyOrNot’s Smiley Touch, and at Juvenes, we can use Analytics to maintain and develop our operations and successes,”, says Jousmäki.

Engaging all employees is the basis of success

From the beginning, the goal of the implementation was to ensure that both Juvenes’ restaurant managers, as well as the employees working with the customer interface, know how to use the HappyOrNot Reporting service and adapt the service they provide according to the data.

Engagement: Restaurant managers’ role in utilizing the HappyOrNot Reporting service is significant as it’s their task to forward the data to their team and engage them to use the service and be customer experience-oriented in the best possible manner. Engaging employees is easy as the entire Juvenes personnel feels satisfied with the ease and versatility of the HappyOrNot feedback products and Reporting service.

Close communication: The personnel’s competence and ability to understand the relationship between Analytics and daily operations has been enforced through close communication after the implementation. Customer Success Manager Kristiina Ilkka and Training Manager Sanna Kulmala from HappyOrNot keep actively in touch with employees in the various locations to find out how the implementation is going and where support is needed. Communication will continue even in the future to ensure the utilization of Analytics in all locations. HappyOrNot’s Customer Service Managers share information on the best ways to use the Analytics data in practice. They also track how Juvenes’ employees use the service and what their further training needs are.

Clear action plan and benchmarks: Juvenes and HappyOrNot planned the phases of the implementation and employee engagement as well as the employee materials together. The training focused specifically on the utilization of the Analytics data in practice. Juvenes also linked customer experience to the goals of the teams and employees.

“The use of the feedback products is easy. The Reporting service is also very intuitive and clear. However, we want our customers to be able to utilize the valuable data and Analytics to the fullest extent possible. This is why we train and offer concrete tips on how data becomes actions and how each employee group can utilize Analytics in their own work,” explains Training Manager Sanna Kulmala from HappyOrNot.

“We organized a training for Juvenes employees where we explored the benefits of the service as well as the improvement measures made based on it. We also looked for solutions to unsolved challenges together. The training and visits to the various locations enable us to share best practices with the other locations and deepen our understanding of the analysis of the results and improvement of the customer experience,”, Sanna Kulmala continues.

Focus on customer experience has become an established part of the daily operations in just a few months

Based on just the first months, it’s possible to see that Juvenes employees have made customer experience a part of their daily work in all levels of the organization. Improving customer experience concretely has been adopted in the corporate culture and daily work, which is manifested in, for example, that the organization has already agreed on concrete practices for how the service is used and how to act if, for example, customer satisfaction decreases in a location. Employee engagement is also visible in how interested the employees are in the results. For example, the cooks want to know the results and contents of open feedback from the day before to be able to utilize them as they plan their menus.

“It has been wonderful to see how eager our employees have been to adopt HappyOrNot. The continuous and real-time tracking of customer experience is interesting to everyone. It’s easy and clear to track customer satisfaction on a general level in Analytics and, if necessary, to dig deeper in certain areas. I use the mobile app to track the overall satisfaction, open feedback and Analytics from our various locations, no matter where I am. We have already made some interesting insights with the help of Analytics,” CEO Päivi Jousmäki notes.