Firstly, thank you to all that opted-in to the customer surveys, (which was almost everyone) - we literally couldn’t conduct this research without your backing.
It’s now been 7 days since the first automated emails to customer segments went out, we have had 874 completed responses so far which is beyond expectations. 🎉
| 1 | Repeat loyalists | Anyone with 12+ orders who is not a mono-product shopper |
|---|---|---|
| 2 | Mono-product shoppers | 10+ orders with 1 product per order |
| 3 | Lapsed customers | Placed at least 1 order in last 90 days, but whose most recent order was more than 30 days ago |
| 4 | First time shopper | Sent after 1 order has been placed |
| 5 | Card added but no orders | Account set-up completed but 0 orders placed |
| 6 | Signed up but no card | Account set-up started but not completed |
Notes
The first batch of emails that went out included a ‘last 30 days’ window, ensuring that we captured the largest but relevant response possible.
From day 2, the system checks for new customers qualifying for each segment on a daily basis.
Conditions were added to ensure customers could receive a maximum of 1 email in any 3 month period and to ensure they only ever receive 1 email per segment (if they qualify for more than 1 over time).
<aside> <img src="/icons/help-alternate_lightgray.svg" alt="/icons/help-alternate_lightgray.svg" width="40px" />
Thank you for being a regular shopper with us. We would love to know how we can make your life easier and gather some feedback on your experience shopping online with us.
Thinking of the website shopping experience, how would you rate the following, from 0 - 5 , with 0 being the lowest and 5 being the highest:
If the score was 3 or lower (out of 5) for any of the above we then asked for written detail, “That’s a little lower than we’re aiming for, could you tell us why?”
We then asked;
We finished by giving the option for the customer to leave their email address, should they be willing or keen to be contacted about their feedback.
</aside>