Case Study: San Francisco 49ers achieves real-time issue resolution and 95%+ season-ticket retention with HappyOrNot

San Francisco 49ers Leading with Real-Time Fan Feedback

The San Francisco 49ers needed a faster, scalable way to monitor and improve fan experience at Levi’s Stadium across concessions, restrooms, parking and security. Previously reliant on slow, end‑of‑season surveys, the team turned to HappyOrNot and its Smiley Terminals to capture real‑time customer sentiment during events.

HappyOrNot deployed 120 Smiley Terminals integrated with the 49ers’ SAP‑backed Executive Huddle and Real‑Time Alerts, enabling staff to fix issues in as little as 5 minutes and collect over 220,000 responses in a season (a seven‑fold increase). The HappyOrNot solution drove measurable gains: a 5% year‑on‑year increase in positive feedback, over 95% season‑ticket holder retention and a churn rate 9% below the sector average.

San Francisco 49ers

Moon Javaid

Chief Strategy Officer