Case Study: Johnstone Supply achieves 25% reduction in dissatisfied customers with HappyOrNot

Johnstone Supply elevates the B2B customer experience in HVACR wholesale industry

Johnstone Supply, a North American wholesale distributor serving the HVACR industry across 400 locally owned stores, needed more timely and reliable customer feedback than the delayed phone surveys they’d been using. To solve this, they partnered with HappyOrNot and deployed Smiley Touch kiosks (with plans to expand Smiley Digital) so customers could respond immediately after in-store experiences.

HappyOrNot’s Smiley Touch solution and easy-to-read reporting let Johnstone Supply act on real-time feedback through store-level coaching and a monthly Customer Experience Improvement Project, leading to a 25% reduction in dissatisfied customers and an unhappy-rate of 3.8% versus the industry average of 9.1% (over 50% fewer). The program also improved service during peak months, boosted employee engagement, and is expanding into Smiley Digital as the partnership with HappyOrNot grows.

Johnstone Supply

Kevin Dier

Vice President of Business Development