Elevating CX: Prutasan ni Adan

In the bustling streets of Cebu City, amidst the vibrant tapestry of commerce and culture, Prutasan ni Adan stands as a testament to entrepreneurial prowess.

Prutasan ni Adan's innovative approach to customer feedback is setting a new standard in the specialty grocery industry. | Photos: Prutasan ni Adan

This specialty grocery store, the brainchild of Mr. Bobby Adan, has risen to prominence as the fastest-growing establishment of its kind in the region. But what sets this venture apart, you may wonder?

The answer lies in their commitment to enhancing the Customer Experience (CX), achieved through an innovative partnership with HappyOrNot, the world's leading Customer Feedback solution.

"Why did Prutasan ni Adan choose HappyOrNot as their partner to improve customer experience?" we asked Bobby Adan, the CEO and Owner.

His response was both insightful and revealing, "It can provide valuable insights and improve our services. Additionally, HappyOrNot's user-friendly interface and efficient data analytics allow us to quickly analyze customer feedback and make informed decisions. By partnering with HappyOrNot, we aim to enhance customer satisfaction and drive greater success for our business."

The significance of measuring customer feedback cannot be overstated.

According to Mr. Adan, "Measuring customer feedback is important because it provides valuable insights into customer satisfaction, preferences, and expectations. It helps identify areas for improvement, allows for informed decision-making, and ultimately leads to better products and services that meet customer needs."

Before embracing HappyOrNot, Prutasan ni Adan did not have formal systems in place to gather feedback, relying primarily on verbal comments and social media ratings. Now, with the rollout of HappyOrNot's feedback collecting Smileys, they have established a structured approach to capturing customer sentiments.

Setting feedback goals/targets has become an essential part of the process, aligning their efforts with the data gathered through the Smileys. In the words of Mr. Adan, "This will help provide direction and measure the success of the feedback collection process."

The long-term customer experience goals are clear: "My long-term goal is to enhance the customer experience by addressing all feedback and ensuring that all issues are resolved and do not recur," asserts Mr. Adan.

The Smileys themselves are strategically positioned at the store's entrance and right after the cashier, ensuring that they capture customer sentiment at key touchpoints.

The responsibility for overseeing feedback data and insights lies with Mr. Adan himself, who diligently collects and promptly shares this information with the operations manager and supervisors through their group chat.

When asked about the staff's response to the HappyOrNot Smileys, Mr. Adan disclosed their protocol, "We kindly remind our staff to encourage customers to provide us with their valuable feedback. This feedback will assist us in understanding their desires and requirements, enabling us to enhance our store offerings accordingly."

In conclusion, the HappyOrNot Smiley Terminals have empowered Prutasan ni Adan to address customer concerns proactively and enhance the overall experience.

They actively encourage customers to provide feedback and utilize the HappyOrNot reports to gauge the performance of their staff, ensuring that they continue to excel in assisting their valued clients.

As Mr. Adan shared, "By installing HappyOrNot Smiley Terminals in our store, we have the confidence to address any issues our walk-in customers may have."

Prutasan ni Adan's journey with HappyOrNot is not just about enhancing the customer experience; it's a testament to their unwavering commitment to customer satisfaction and the pursuit of excellence. It's a story of a brand that listens, learns, and evolves, as they continue to flourish in the dynamic world of specialty grocery retail.

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