Response Rate of Traditional Retail Surveys

Meaning over 90% of shopper opinions go unheard.

Of customer issues in retail go unresolved because feedback arrives too late to act on.

Shoppers who have a poor in-store experience will not return — and most won't tell you why.

Frictionless kiosks, digital smileys, and NFC signs mean customers can share their experience in seconds. Higher participation = more representative data from your actual shoppers, not just the vocal minority.

Feedback captured at the point of experience is far more accurate than feedback gathered hours or days later. Know what's happening on the floor right now.

Results filtered by hour, day, department, and location so you can pinpoint exactly where to focus. Stop guessing — start acting on data.

Use feedback trends to align staffing with peak times, identify underperforming departments, improve checkout experiences, and increase customer lifetime value.

Boosted customer satisfaction by 10% using real-time kiosk feedback to identify service bottlenecks.

Consistent CX measurement across multiple regional retail sites driving service improvement.

Consistent customer experience measurement across the New Zealand store network.

Turn Every Shopper Touchpoint Into a Growth Opportunity

Discover how Push My Button helps Australian retailers collect real-time customer feedback across every channel — at the exit, in every department, and online — so you can act fast, reduce churn, and keep customers coming back.

The Challenge Facing Retail Businesses Today

Retail has never been more competitive. Customers have more choices than ever — online alternatives, specialty stores, and global brands competing for every dollar. Whether you run a supermarket, fashion store, electronics retailer, or convenience chain, the common thread is this: if you don’t know how your customers are feeling right now, you’re already behind. Most retailers rely on feedback methods that simply don’t tell the full story:

Low survey response rates: Email surveys and feedback forms are ignored by the vast majority of shoppers. If only your most frustrated customers respond, your data is skewed.
Delayed insights: By the time post-visit surveys come back and are reviewed, the problem has already cost you sales — or customers.
Blind spots across departments: You know your overall NPS, but do you know which department, shift, or store location is dragging it down?
Missing the silent majority: Traditional feedback only captures the vocal extremes. Most shoppers simply walk out and never return.

Without real-time, location-specific feedback, retail teams are reacting to problems long after the damage is done.

How HappyOrNot Solves the Retail Feedback Problem

HappyOrNot gives retailers a frictionless, omnichannel feedback system that captures what your customers are actually experiencing — in the moment, across every touchpoint. With over 10 years of experience across Australia, New Zealand, and the Pacific, Push My Button has helped retailers of all sizes move from guessing to knowing.

Get More Feedback

Real-Time, In-the-Moment

Actionable Insights

Optimise Operations

One Solution. Every Channel. All Your Locations.

Capture the Overall Store Experience

Place a Smiley Touch or Smiley Terminal kiosk at your store exit to capture a pulse of the overall visit. As shoppers leave, one tap of a button captures their sentiment — no friction, no forms, no waiting.

Why it works for retail:

Captures feedback from all shoppers, not just those who complain
Understand satisfaction trends by hour and by day so you can match staffing to demand
Identify patterns — if Friday afternoons consistently score lower, you know where to focus
Follow-up questions can identify why — checkout wait times, product availability, staff helpfulness
Real-time alerts notify managers when satisfaction drops below a threshold

Deployment options:

Stand — Branded floor-standing kiosk, perfect for exit points or service counters
Wall — Space-saving wall-mounted option for narrower exits
Table — Compact tabletop unit ideal for service desks or customer service areas
Rail — Easy-clip installation for high-traffic environments

Zone-by-Zone Insights Across Your Entire Store

Not all feedback is about the overall store experience. Smiley Sign — our intelligent signage with built-in NFC chip and QR code — lets shoppers give feedback specific to where they are and what they experienced. Customers simply tap their phone or scan the code.

Perfect for retail zoning:

Changing rooms — Are they clean, well-lit, and stocked? Know instantly.
Specific departments (Electronics, Menswear, Homewares, Produce) — Pinpoint which areas are letting shoppers down
Service counters — Returns, click-and-collect, deli, pharmacy — rate each individually
Toilets and amenities — Maintain hygiene standards with real-time cleanliness feedback
Car parks or entry points — First impressions matter; capture them

Key benefits:

Affordable to deploy at scale — stickers, posters, and signs
Zone-based reporting keeps feedback meaningful and location-specific
Captures the why — follow-up questions and open comment options
No IT infrastructure required
Managed centrally through the reporting portal

Extend Feedback to the Digital Experience

Today’s retail journey doesn’t start — or end — in store. Smiley Digital embeds the familiar four-smiley rating experience directly into your website and email communications, so you can measure satisfaction across every digital interaction.

Use it for:

Website pages — How easy was the booking experience? Did they find what they needed? Did the click-and-collect page work smoothly?
Transactional emails — Add a Smiley to your order confirmation, shipping update, or post-purchase email
Email signatures — Ongoing pulse on how your customer-facing team is performing with every email sent
Post-visit follow-up — Digital smileys in an email sent shortly after a store visit add a layer of detail

Benefits:

Same analytics dashboard as your in-store feedback — compare digital vs in-store sentiment side by side
Real-time, continuous feedback
Branding enabled — customise to match your retail brand
Multi-language support
Route negative feedback to a support page; route positive feedback to a review platform

Insights You Can Actually Use

All feedback from your kiosks, Smiley Signs, and digital channels flows into one centralised HappyOrNot reporting dashboard — accessible by your team on desktop, tablet, or the HappyOrNot mobile app.

Features:

Quick View — At-a-glance performance dashboard showing satisfaction trends in real time across all locations
Analytics — Filter results by date, day, time, location, and department. Drill into the data to find root causes
Performance Reports — Automated daily, weekly, and monthly reports sent directly to your inbox and your managers’ inboxes
Incident Alerts — Push notifications to mobile when satisfaction drops below a set threshold — act immediately, not tomorrow
Benchmarking — Compare store vs store, department vs department, and week vs week
Export — Download results to PDF, Excel, or PowerPoint for leadership presentations
HappyOrNot AI – Open feedback summaries, trend analysis and prompts

The Retail Benefits of HappyOrNot

Reduce Customer Churn

Know when and where the experience is falling short — before shoppers walk out for the last time. Address issues in real time to protect customer loyalty and lifetime value.

Optimise Staffing and Operations

Hourly and daily satisfaction data reveals exactly when you need more staff, where service bottlenecks form, and how to schedule smarter — reducing cost while improving the experience.

Increase Revenue Per Visit

When shoppers have a better experience, they stay longer, buy more, and come back. Feedback data helps you create the conditions for upsell, impulse buying, and repeat business.

Empower Your Team

Share results in team meetings and daily briefings. When staff can see the impact of their work, engagement and accountability improve — and so does the customer experience.

Compare Across All Locations

Benchmark satisfaction scores across every store, every department, and every channel. Identify your best performers and replicate what works everywhere.

Act Before It’s Too Late

Real-time alerts mean managers are notified the moment satisfaction dips — not at the end of the week. Resolve issues while the customer is still in the building.