JACK & JONES’s Customer Experience Success
JACK & JONES dramatically improved customer satisfaction, gaining 35% more satisfied customers in just 6 months. They collected over 230,000 customer feedback responses from JACK & JONES stores around Finland.
HappyOrNot has helped JACK & JONES to:
Motivate staff and identify training needs
Increase sales and conversion rates
Plan and optimize daily in-store routines
Optimize resources and staff availability
Customer Feedback Analytics Help in Optimizing Customer Experience
Through the customer feedback analytics, JACK & JONES Store Managers and Area Managers have been able to identify a connection between positive customer feedback and boosts in conversion rates. Now, they can also identify certain patterns in customer satisfaction levels and the reasons behind the feedback with the HappyOrNot Smiley Touch.
“We saw that we were getting more red Smileys on some weekday evenings and Saturdays between noon and 5pm. I rescheduled our work shifts and breaks, and quickly noticed the amount of red Smileys decreasing. This type of concrete actions are motivational for us as Store Managers, and they enable us to show exact data on how we have optimized resources without compromising on customer satisfaction,” explains Store Manager Tanja Sormunen.
Real-time Insights Reveal How Employee Satisfaction Affects Customer Satisfaction
JACK & JONES quickly discovered the correlation between customer satisfaction and employee satisfaction.
By asking employees how their work day was and by asking customers how they felt about the service they received, JACK & JONES is able to identify trends, compare results between locations, and even inspect Customer Experience and employee satisfaction at the workshift level to know whether improvements are needed. They can then take concrete corrective actions and test how improvements in employee satisfaction affect customer satisfaction.
“Customer Experience analytics and reports have become a daily motivation and leadership tool for us. Our staff’s professionalism and their attitude are visible results of this. Real-time Customer Experience data has made it clear to everyone in our team that every single everyday action matters, even the smallest ones,” tells a JACK & JONES store manager.
About JACK & JONES
JACK & JONES is one of Europe’s leading menswear producers with more than 1,000 stores in 38 countries. JACK & JONES clothes are also sold by thousands of wholesale partners all over the world.
JACK & JONES is part of BESTSELLER, a large international fashion company. BESTSELLER brands and products are available online, in about 2,700 branded chain stores, 15,000 multi-brand and in-department stores around the world. BESTSELLER has more than 17,000 dedicated employees all over the globe.