Case Study: Gigantti (Elkjøp) boosts online conversions and uncovers customer insights with HappyOrNot Smiley Digital

How Elkjøp is perfecting their web store customer experience with real-time user feedback

Gigantti, the Finnish arm of consumer electronics retailer Elkjøp, needed real‑time insight into its webstore and chat interactions to uncover why customers abandoned baskets and to create a seamless omnichannel experience. To capture the online customer voice and close experience gaps, Gigantti deployed HappyOrNot’s Smiley Digital solution, building on its long‑standing use of HappyOrNot terminals in stores.

HappyOrNot’s Smiley Digital collected up to 80% response rates and roughly 800–1,000 feedback responses per weekday per country (and over 45,300 responses across the Nordics during 2019 Black Friday), feeding Power BI dashboards for fast action. The real‑time feedback exposed payment, delivery and search/add‑on issues, led to practical fixes like added filters and categories, increased conversion and sales, boosted team motivation, and helped Gigantti achieve a Nordic average Happy Index of 84 — outcomes driven by HappyOrNot data.

Gigantti

Tommi Kortman

eCommerce Manager