Case Study: Jono & Johno boosts customer satisfaction by 10% with HappyOrNot

Jono & Johno boosts customer satisfaction by 10% with real-time feedback solution

Jono & Johno, an Australian retail chainsaw equipment business with both online and physical stores, needed a better way to understand customer frustrations and reduce inconsistent experiences. Using HappyOrNot’s real-time feedback solution, they sought clearer insights into service issues such as wait times, product availability, and the needs of online versus in-store shoppers.

HappyOrNot implemented Smiley Touch kiosks in stores and Smiley Digital feedback surveys online and by email, giving Jono & Johno immediate, actionable customer feedback. As a result, the retailer now collects more than 600 feedback responses each month, improved wait times through staffing adjustments, optimized product availability, and boosted customer satisfaction by 10%, while also increasing employee engagement through weekly feedback reports.

Jono & Johno

Jeff Muscat

Operations Manager