Technology

Rocket convenience chain teams with HappyOrNot to fuel customer satisfaction

Photo: Adobe Stock

May 20, 2024

Rocket, the largest privately-held convenience store and gas station chain on the West Coast, has deployed HappyOrNot's feedback management solutions in all 462 locations across California, Oregon, Washington and Colorado.

The technology is aimed at elevating customer service as well as customer loyalty, according to a press release.

The effort began with a pilot program in 10 locations in the spring of 2021 and actionable feedback led to the expanded rollout to 40 locations in 2022.

"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. We are really excited about our partnership with HappyOrNot and our company-wide rollout 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," Bill Mullen, president of retail at Rocket, said in the release.

The tech features a HappyOrNot Smiley Touch at each store exit and Smiley Wall 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.

Rocket is then able to take quick action in areas that need improvement. Also, they can validate the results as seen through higher customer satisfaction scores and sales uplift, reinforcing their position as a leader in the convenience store sector.