“The insights we’ve gained from HappyOrNot have helped us improve our focus on our customers and their needs. We now respond faster to their feedback, ensuring our service always improves.”
Jeff Muscat – Operations Manager, Jono & Johno
Understanding customer frustrations and bridging gaps
Despite their dedication to customer service, Jono & Johno needed help getting clear customer feedback. Without a formal feedback system, it was difficult for them to understand what customers were truly experiencing and where improvements were needed, leaving customers feeling unheard.
They also faced challenges managing customer wait times, particularly during peak hours at their physical stores. This led to inconsistent customer experiences, particularly in differentiating online vs. in-store shoppers’ needs, impacting overall customer satisfaction.
“We can look at it and think we can see what’s not working, but we’re not the customer shopping in our shop each day,” explained Jeff Muscat.
A simple solution that delivered big results
Jono & Johno turned to HappyOrNot for a real-time feedback solution that would help them directly collect customer feedback across their in-store and online channels to understand their pain points, and highlights, down to the hour.
“We can catch instant feedback from customers and then jump on it and respond to any issues,” tells Jeff.
In their physical stores, Jono and Johno deployed the Smiley Touch touchscreen kiosks to gauge customer satisfaction on two key service factors: shop experience, and customer service. The instant feedback kiosks not only capture the instant sentiment of their customers but also enable more in-depth insights on performance areas such as wait time, staff knowledge, product availability.
For their online store, they integrated the Smiley Digital, by embedding feedback surveys at the end of the purchase process with a thank-you message, as well as adding feedback options to the confirmation email to gather insights from customers who might not have provided feedback during the purchase. In addition, they utilize the Smiley Digital for Email to capture feedback on their customer service process, pre and post sales.
With weekly feedback reports shared during team meetings, employee engagement has also improved, as staff can directly see the impact of their efforts on customer satisfaction.
About Jono & Johno
Jono & Johno is an Australian chainsaw equipment retailer with an online store and two physical showrooms. It operates with a small team of employees and provides high-quality tools and equipment to a diverse clientele, including farmers and DIY enthusiasts. Customer satisfaction is vital for Jono & Johno, as they aim to maintain their loyal customer base and stand out in the competitive retail market by providing excellent customer experience. Visit the Jono & Johno website for more information.