
Prior to their launch of the HappyOrNot service, Majoria Drugs employed the comments card method to collect customer feedback on their service performance, yet this proved ineffective as it required many labor hours to assess and produced a very low number of responses.
In April 2016, Majoria Drugs deployed the HappyOrNot service in both locations to measure the quality of customer service. Not only did they achieve higher response volumes and customer engagement, but the presence of the Smiley Terminals made staff more aware of their interaction with customers, helping to ensure continued satisfaction, but also showed customers that they cared about their experience while visiting the pharmacies.