Case Study: ISS achieves a 20% increase in customer satisfaction and reduced catering costs with HappyOrNot

Creating the Ultimate Dining Experience with Real-time Customer Feedback at ISS

ISS, a global facility services company, needed to improve guest satisfaction for its catering services and gain real-time insight into dining experiences. To address this, ISS deployed HappyOrNot’s Smiley Terminal solution at its Finland sites in 2014 to measure daily customer feedback and make guest satisfaction their primary KPI.

Using HappyOrNot’s Smiley Terminal for real-time feedback, ISS adjusted menus (removing mains scoring under 60%), validated supplier quality, and tied results into daily and monthly performance reviews. The HappyOrNot solution drove a 20% increase in customer satisfaction within six months, raised response rates from about 50% to over 60% daily, reduced raw material costs, and boosted staff motivation and service quality.

ISS

Sami Eriksson

Head Chef