Case Study: Shoe Station, Inc. boosts customer satisfaction and safety during the pandemic with HappyOrNot Smiley Touch

Shoe Station on Managing CX in the Next Normal

Shoe Station, Inc., one of America’s largest independent shoe retailers with 21 stores and 500 employees, faced the challenge of maintaining and measuring customer experience as shopping behavior shifted during the pandemic. To better understand safety concerns, changing in‑store behavior and preferences for online or click‑and‑collect options, Shoe Station trialed and then adopted HappyOrNot’s Smiley Touch solution to capture real‑time customer feedback.

HappyOrNot deployed Smiley Touch terminals (with antimicrobial screen protectors) across all 21 locations after an initial eight‑store trial, and the feedback drove actions from stricter hygiene protocols to inventory and communications changes. The result: response rates held steady, the company’s Happy Index rose from 86 pre‑pandemic to 89, and Shoe Station used HappyOrNot insights to quickly correct issues, reassure customers, and promote its safety measures.

Shoe Station, Inc.

Randy Lambert

Director of Stores