ELKJØP: Scandinavia's Largest Electronics Retailer
High Feedback Volume and Trusted Results To date, Elkjop has collected over 45 million customer feedbacks, an average of 650,000 each month, in all locations. Each morning, Elkjøp managers discuss the feedback results by reviewing the reports to see the satisfaction hourly trends against how many customers and employees were in store. This helps Elkjop to easily adapting to the number of available staff and availability of products to make sure our customers leave their stores satisfied. Elkjøp also uses the results at the corporate level to see if there are any special periods in which unhappy feedback is higher in a certain area, in order to immediately start investigating into the cause for the unhappy feedback, and make the needed fix. Following a successful trial in the Summer of 2012, in May 2013 the HappyOrNot service was launched in most Elkjøp and Elkjøp concern stores with the aim was to strengthen their industry leadership in terms of customer service, pricing and quality, so when Elkjop was searching for the right fit for their organization, HappyOrNot stood out as the best service that would provide them with means to achieve these goals.
