13 Million
feedback responses collected
in the first year
2-point
increase in the Happy Index
from 88 to 90
17%
decrease in customer
dissatisfaction
38%
increase in feedback volume in six months, up to 1.3M/month
Driving customer-centric innovation at Lidl Finland
Lidl Finland, part of the global Lidl supermarket chain, operates over 200 stores nationwide. Known for its focus on value, quality, and customer satisfaction, Lidl’s mission is to provide customers with a seamless and enjoyable shopping experience.
Customer satisfaction has always been at the heart of Lidl Finland’s operations. By combining innovation and feedback, Lidl continuously seeks to meet the evolving expectations of its customers and maintain its competitive edge.
“Collecting and utilizing customer feedback is critical for us. It helps us understand what customers value and guides us in developing practices to meet their needs better,” told Rosa.
Revolutionizing feedback collection with HappyOrNot
In 2024, Lidl Finland implemented HappyOrNot across all its stores, installing 1-2 Smiley Terminals in each of their 200 locations nationwide. Additional terminals are added whenever new stores open, ensuring comprehensive coverage. These devices, combined with QR codes for open-ended feedback, provided Lidl with a simple and effective solution to gather insights.
The feedback system integrates with Lidl’s existing channels, including Google reviews and post-service surveys, to form a comprehensive Customer Satisfaction Score. Regional managers use HappyOrNot’s analytics to pinpoint the best times for store visits, while rotating Smiley Touch terminals in selected stores offer deeper insights for targeted improvements.
“The ease of use of HappyOrNot terminals makes it simple for our customers to provide feedback. This, combined with seamless reporting, enables us to act quickly on trends and recurring themes.” said Rosa.
Transforming customer experience through data-driven insights
HappyOrNot’s solution has significantly enhanced Lidl Finland’s ability to improve the customer experience. Within the first year, Lidl collected over 13 million feedback responses, averaging 1.3 million responses per month, uncovering actionable insights that drove meaningful change. The Happy Index increased from 88 to 90, reflecting improved customer satisfaction.
Store-specific improvements were implemented using both Smiley Touch and Smiley Terminal devices, while real-time feedback allowed for better staffing decisions during peak times. Positive customer comments are shared with frontline staff via break room info screens, boosting morale and reinforcing the value of their work.
“With HappyOrNot, we’ve been able to make impactful changes that enhance the shopping experience, improve customer satisfaction, and create a better working environment for our teams,” shared Rosa.
About Lidl Finland
Lidl Finland is a leading supermarket chain with over 200 stores nationwide. As part of the global Lidl network, it has earned a reputation for providing high-quality products at affordable prices. With customer satisfaction at the core of its mission, Lidl Finland continuously seeks innovative ways to enhance the shopping experience and meet customers’ needs. Visit Lidl Finland for more information.