Case Study: Rocket boosts customer satisfaction and loyalty with HappyOrNot

Rocket® stores: fueling satisfaction, service, and loyalty across the west coast with HappyOrNot

Rocket® Stores, the West Coast’s largest privately held gas station and convenience store chain, wanted a better way to understand and improve the in-store experience across its locations. To do that, Rocket partnered with HappyOrNot and began using Smiley Touch and Smiley Terminal feedback kiosks to capture real-time customer sentiment on service, cleanliness, restrooms, speed, pricing, and product selection.

With HappyOrNot, Rocket collected over 1 million customer feedback responses and rolled the solution out across 462 locations, installing 916 kiosks in total. The insights helped Rocket improve operations and customer satisfaction, resulting in a 4-point increase in Happy Index and measurable sales and revenue lift at sites with Happy Index scores above 90, confirming the value of HappyOrNot’s platform.

Rocket

Bill Mullen

President of Retail