Case Study: Juvenes Oy achieves real-time customer insight and service individualization with HappyOrNot

Juvenes develops more individual services with HappyOrNot

Juvenes Oy, a Finnish restaurant and hospitality company, needed a way to understand and individualize customer experience across dozens of diverse locations and make CX part of everyday operations. To solve this, Juvenes partnered with HappyOrNot and deployed Smiley Touch™ devices together with HappyOrNot’s Reporting and Analytics services to capture simple, real-time feedback from customers at scale.

HappyOrNot implemented Smiley Touch across all locations in 2019, trained staff and provided ongoing Customer Success support so the entire organization could use the Reporting service and Live Sharing. The result: feedback volumes “increased severalfold,” customer satisfaction became a key operational KPI, teams can react immediately to location-specific issues (e.g., waiting times, menu choices) and transparency and employee engagement improved through shared, real-time Analytics from HappyOrNot.

Juvenes Oy

Päivi Jousmäki

Chief Executive Officer