Case Study: Connolly SPAR achieves a 96 Happy Index and real-time issue resolution with HappyOrNot Smiley Terminals

How Connolly SPAR uses customer feedback to be ahead of the competition

Connolly SPAR, operating three stores in Wiltshire, UK, needed a better way to measure and improve the in‑store customer experience to stay relevant in a competitive market. They turned to HappyOrNot and its Smiley Terminal solution after realizing they had no efficient process to collect real‑time customer feedback.

HappyOrNot installed Smiley Terminals at store exits and provided a reporting dashboard and real‑time alerts, driving ~1,500 responses per week and a Happy Index score of 96 (vs. industry standard 87), putting Connolly SPAR in the top 10% of their sector. The feedback allowed immediate fixes (for example, a broken fridge), smarter staffing and training, greater employee motivation, and helped retain 27% of new shoppers during the first 2020 lockdown—clear, measurable business impact delivered by HappyOrNot.

Connolly SPAR

Susan Connolly

Sales Director