Case Study: JACK & JONES achieves 36% more satisfied customers in 6 months with HappyOrNot

How JACK & JONES gained 35% more satisfied customers in 6 months

JACK & JONES, a leading European menswear retailer, needed to hit sales targets without compromising in-store service and wanted more actionable, real-time customer feedback than traditional exit surveys. To address this challenge, JACK & JONES partnered with HappyOrNot and deployed the HappyOrNot service (Smiley Touch real-time Customer Experience insights) across its stores in Finland.

HappyOrNot’s real-time feedback and analytics gave store and area managers daily CX data to identify pain points, optimize staffing and training, and link satisfaction to conversion. JACK & JONES collected over 230,000 responses and achieved a 36% increase in satisfied customers within six months, along with higher conversion rates and more motivated staff—demonstrating clear, measurable impact from HappyOrNot’s solution.

JACK & JONES

Mika Puolimatka

Retail Operations Manager