Michael Saba
Founder
LinkedIn Profile
Spotlight on
ALT. Fragrances
Find out how ALT. Fragrances turn customer feedback into loyalty, referrals, and repeat purchases with an NPS Survey.
Meet ALT. Fragrances
ALT. Fragrances is on a mission to reinvent the fragrance industry. By creating high-quality alternatives to expensive luxury perfumes, they make iconic scents accessible to everyone — without the inflated price tag. Clean, sustainable, and cruelty-free, every fragrance is crafted with transparency and responsibility at its core.
Their direct-to-consumer model eliminates the traditional ‘brand tax’, letting customers discover premium scents without compromise.
The Challenge
As a fast-growing brand built around customer experience and loyalty, ALT. Fragrances wanted a better way to understand how customers felt about their new fragrance purchases.
Beyond simply knowing if customers liked a scent, they were looking for a way to identify their most loyal fans — the people most likely to refer friends, join their rewards programme, and purchase again.
At the same time, they wanted to catch any unhappy customers early, giving them a chance to resolve issues before they turn into lost sales.
The Solution
ALT. Fragrances turned to Grapevine Surveys to run an on-site Net Promoter Score (NPS) survey — asking customers how likely they were to recommend their new fragrance to a friend.
By integrating this survey with their email platform, Klaviyo, they were able to automatically collect feedback after every purchase and turn customer sentiment into actionable marketing.
NPS surveys have become a really important part of how we stay connected with our customers. Grapevine gives us an easy way to check in on how people are feeling after they’ve tried a new fragrance — and most importantly, it helps us turn that feedback into action. Whether that’s rewarding our biggest fans or fixing issues for unhappy customers, it’s a win-win for our brand.
What data are you collecting?
We use Grapevine Surveys to run an on-site NPS survey on a dedicated landing page. After a customer places an order, we send them an email with a link to the survey so we can gather feedback on their experience with their new fragrance.
Net Promoter Score Survey (NPS)
Understanding which customers are the promoters and could potentially join the refferal programme
Where are you pushing the data?
After a customer places an order, ALT. Fragrances sends an automated email from Klaviyo with a link to their NPS survey. The customer’s response — whether they’re a promoter, passive, or detractor — is then synced back into their Klaviyo profile.
From there, customers are added to different segments based on their NPS score. Promoters receive follow-up emails highlighting their loyalty and referral programme, encouraging them to share ALT. Fragrances with friends and earn rewards.
Detractors, on the other hand, receive more personalised outreach aimed at resolving their concerns and improving their experience.
"Really great app for a very reasonable price compared to everything else available on the market! Helps us monitor NPS scores of customers very easily and use the data to improve our overall customer experience. The customer service has also been superb and very easy to deal with offering a true "White Glove" service for our account!"
How are you using the data?
By combining Grapevine Surveys with Klaviyo, ALT. Fragrances has built a powerful feedback loop — using customer sentiment to drive smarter marketing and create better experiences.
Promoters are nurtured into brand advocates. Detractors are given personal attention to turn negative experiences into positive ones. And all of it happens automatically, thanks to their integrated tech stack.
For ALT. Fragrances, NPS isn’t just a score — it’s a key part of how they build lasting customer relationships.
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