When you have had the HappyOrNot service for a while, it’s time to start looking at what you’re doing right and what could be improved.
Find out the best and worst performing units
Start with just looking at the colors – where do you have most red and what is an average performance? Focus first on constantly underperforming units. Getting them on a par with the average performers is a good first step on the way to a great customer experience!
Is there a clear pattern?
Are the results consistent at all times, or do they fluctuate weekly or hourly? Finding the most challenging weekdays and hours will lead you to the problem – and eventually, the solution.
Dig in and investigate
Share and discuss the results with your team. How are things in the store or at the cashiers when satisfaction drops? Are there some external issues that could affect the service, like unusual footfall due to some nearby event? What is the workload for your employees in underperforming shifts? Are the results aligned with deliveries or lack of staff and/or resources? Find out what is going on regarding resources, customer flows, selection, etc. If you have a Smiley Touch with open feedback enabled, look at the responses – maybe your customers can tell you what’s working and what’s not.
You don’t need to bring up all the issues at once. Start with one or two major ones to get the ball rolling!
Tip! To learn more about how to analyze your results and use them to improve your customer/employee experience, go to “Webinars” and watch the recording of our 20-minute webinar “Using feedback to improve experiences”.