Case Study: XXL increases online customer satisfaction by 30% with HappyOrNot

XXL increases online customer satisfaction by 30% with HappyOrNot insights

XXL, the Nordic sports and outdoor retailer, needed a better way to capture and act on digital customer feedback across its online journey. To improve customer satisfaction and identify friction points in checkout, customer service, and delivery, XXL used HappyOrNot’s Smiley Digital solution to gather insights from customers at key touchpoints.

With HappyOrNot, XXL collected 1.5 million feedback responses in 12 months and used the data to validate improvement initiatives, including adding a mobile payment method at checkout. This led to a 30% increase in customer satisfaction, fewer unhappy customers, and better internal alignment through the Happy Index, which XXL uses as a KPI across markets.

XXL

Leif Paulsen

Customer Service Specialist