Nordic sporting good retailer XXL has rolled out new customer feedback technology

XXL will use HappyOrNot to collect critical customer feedback within its stores and online, during the COVID-19 pandemic and beyond, and use the data to make lasting business improvements.  

It will be using HappyOrNot’s Smiley Touch touchscreen terminal in each of its 63 stores in Norway and Sweden to collect in-moment, actionable customer experience feedback. The real-time insights will alert staff to potentially urgent issues, provide minute-by-minute happiness breakdowns, and illustrate highest and lowest satisfaction levels.  

In addition, XXL will be utilising HappyOrNot’s newly bolstered suite of Smiley Digital products to measure customer experience across 20 different points within its online services.  

Customer satisfaction

HappyOrNot’s terminals will provide XXL management with over approximately 3 million impressions per year, equating to over 95 times more feedback collected by mystery shoppers.  

Results of customer attitudes are accessible 24/7via an online dashboard, app, and email reports. These provide autonomy to store and senior management and give an overview of customer satisfaction and employee performance, which can be used to pinpoint areas that require improvement and also serve as motivation and reward for jobs well done. 

André Sørensen, MD at XXL Norway, said: “By investing in customer engagement we will be equipped to fulfill their changing needs and expectations. The fact is that listening to customers and ensuring their concerns and feedback is carefully considered and acted upon is going to be crucial for retailers.”