Case Study: Elkjøp achieves 52% fewer unhappy customers and record sales with HappyOrNot

Elkjøp Leading Consumer Electronics Industry with Excellent Customer Service

ELKJØP, the Nordic consumer electronics leader with ~400 stores, faced a strategic challenge: move beyond sales metrics to understand how customers actually felt about shopping with them. To measure and improve customer experience (CX) they piloted and then rolled out HappyOrNot’s Smiley Touch/Smiley Terminal solution across their locations starting in 2013.

HappyOrNot deployed 500+ Smiley devices, providing daily reports and real‑time alerts that helped ELKJØP spot service issues, replicate best practices, guide training, and optimize staffing. The program collected over 56 million responses (about 900,000/month), coincided with a 52% reduction in unhappy customers across stores from 2013–2018, and supported stronger business results (group sales up 9% to €39 billion in 2017), with improved conversion rates and customer loyalty.

ELKJØP

Morten Schwartzmann

Nordic Productivity Manager