Case Study: XXL achieves 94% omnichannel customer satisfaction with HappyOrNot

How retailer XXL achieves high omnichannel customer satisfaction scores

XXL, the fast‑growing Norway‑based apparel and sporting goods retailer, needed a statistically significant way to measure omnichannel customer experience because prior methods (like mystery shopping) only captured isolated moments. Since early 2020 XXL partnered with HappyOrNot, deploying Smiley Touch and Smiley Digital to collect consistent feedback across retail stores, e‑commerce and HQ and to embed a #customerfirst culture.

HappyOrNot’s real‑time feedback solution delivered over 2 million responses in six months (40% from digital channels), including an 800,000‑response online pop‑up (97% satisfaction) and a 94% overall satisfaction score during the busy season; it also exposed a store risking €84,000 in annual losses and enabled targeted training, product/website fixes and measurable omnichannel improvements. By using HappyOrNot, XXL can identify issues quickly, take data‑driven actions, and align in‑store and online customer experience efforts.

XXL

Kenneth G. Sørensen

Operations and Business Development Manager