Case Study: Good 2 Go Stores achieves 30% fewer dissatisfied customers and higher satisfaction with HappyOrNot

Good 2 Go Stores applying customer feedback to offer more clean, friendly, and fun experiences

Good 2 Go Stores, a western U.S. convenience chain focused on being clean, friendly and fun, needed authentic, real-time customer feedback across its 60+ locations to drive operational improvements and support rapid growth—especially during the pandemic. To capture easy, anonymous input from thousands of daily visitors, Good 2 Go Stores deployed HappyOrNot’s Smiley Terminal customer feedback platform and partnered with HappyOrNot to design short, actionable surveys.

HappyOrNot’s Smiley Terminals and notification alerts gave store leaders instant insight into performance and allowed targeted, test-and-learn improvements. In the first six months Good 2 Go Stores recorded more than 250,000 interactions (averaging ~60,000/month since December 2020), overall satisfaction rose from 91% to 94%, nearly 30% fewer dissatisfied customers, improved cleanliness scores, and a measurable uptick in sales — all while enabling faster managerial response to issues flagged by customers.

Good 2 Go Stores

Geoff Given

Chief Operating Officer