Case Study: Nectar Cannabis boosts customer satisfaction and cuts dissatisfied customers 67% with HappyOrNot

The Correlation Between Customer Feedback Scores and Sales at Nectar Cannabis

Nectar Cannabis, a 25-location Oregon retailer, needed a way to capture real-time shopper sentiment to identify operational pain points—scheduling, store layout, staff performance and pandemic-related safety—after paper surveys produced too few responses. They partnered with HappyOrNot and deployed the Smiley Terminal solution to get immediate, actionable customer feedback.

HappyOrNot’s Smiley Terminals enabled Nectar Cannabis to rework staffing schedules, redesign showroom layouts, launch a Gold Leaf staff recognition program and introduce curbside pickup, all driven by live customer data. The results include a 67% decrease in dissatisfied customers, a 2% lift in customer satisfaction during the pandemic, 14% higher positive feedback than the industry average, and over 4,000 additional responses since the recognition program—changes Nectar says had a direct positive impact on their bottom line.

Nectar Cannabis

Joe Ruhoff

Director of Retail Operations