C-store chain Rocket to deploy HappyOrNot kiosks chainwide
Rocket is looking to improve customer satisfaction based on real-time feedback.
The privately held gas station and convenience store chain is rolling out HappyOrNot customer feedback kiosks across all its 462 stores, which are located throughout California, Oregon, Washington and Colorado. The deployment follows a pilot program that started in April 2021 in 10 Rocket sites. The real-time actionable feedback collected from the Smiley Touch and Smiley Terminal kiosks led to an expanded rollout to 40 locations in April 2022.
As part of the rollout, a HappyOrNot Smiley Touch kiosk will be installed at each store exit and a Smiley Wall terminal in every restroom. The real-time feedback data will help Rocket track and measure key service and loyalty metrics: customer service, speed of service, cleanliness, pricing, restrooms and product selection.
“We recognize HappyOrNot as a brand differentiator and understand that this is a part of our natural progression as we continue to focus on understanding factors that impact loyalty and customer satisfaction at our stores,” stated Bill Mullen, president of retail, Rocket. “We are really excited about our partnership with HappyOrNot and our company-wide roll out because it keeps our goal of delivering efficient and superior customer experiences in sharp focus. We are confident that this venture will pay off in many ways for our brand.”
The data-driven approach empowers Rocket to take quick action in areas that need improvement, according to a HappyOrNot press release. Also, the retailer will be able to validate the results as seen through higher customer satisfaction scores and sales uplift.
"This expansion speaks volumes about our shared commitment to enhancing customer experiences and driving operational excellence across Rocket's entire fleet of stores,” said Michael Bradford, head of operations, Americas, HappyOrNot. “Together, we look forward to continuing to deliver unparalleled insights and solutions that empower Rocket to better understand and serve their customers while maximizing efficiency and satisfaction.”
Founded in 2009, HappyOrNot serves 4,000 brands across 135 countries and has collected and reported on over 1.5 billion feedback responses. Headquartered in Finland, the company also has offices in the U.S. and around the globe.