Case Study: Lidl Finland boosts customer satisfaction with HappyOrNot

Lidl Finland collects 13 million insights in one year, driving customer satisfaction to new heights

Lidl Finland, the nationwide grocery chain with more than 200 stores, wanted to strengthen customer satisfaction and better understand shopper needs across its stores. To do that, it looked for a simple, scalable way to collect feedback in real time and turn it into actionable insights.

HappyOrNot implemented Smiley Terminals across Lidl Finland’s stores, supported by QR codes for open-ended feedback and analytics that integrated with other customer feedback channels. With HappyOrNot, Lidl Finland collected over 13 million feedback responses in its first year, increased its Happy Index from 88 to 90, reduced customer dissatisfaction by 17%, and boosted feedback volume by 38% in six months.

Lidl Finland

Rosa Kurjenmäki

Junior Consultant – Sales