Clément Gavault
Founder
LinkedIn Profile
Spotlight on
Flakon. Paris
Find out how Flakon use post-purchase surveys to unlock customer insights, refine their marketing, and shape the future of their wine business.
Meet Flakon. Paris
Flakon is redefining the wine experience. Founded by Clément Gavault, a solo-founder with a passion for wine discovery, Flakon was born from a simple idea: wine should be fun, accessible, and beautifully presented. Each Flakon box features hand-picked wines from independent French producers, reimagined in sleek 100ml glass tubes — perfect for gifting, discovering new favourites, or elevating everyday moments. Their focus is on quality, creativity, and making the world of wine feel less intimidating and more inspiring.
The Challenge
As Flakon continued to grow, they realised they were missing a full picture of who their customers really were — and why they were buying. They didn’t have enough insight into the differences between new and returning customers, what motivated people to buy, how long they took to decide, or what channels were truly working. It was a huge information gap that made it harder to confidently scale their marketing or tailor their messaging. To keep expanding, they needed to understand their customers on a deeper level — from first click to final pour.
The Solution
The solution was simple: just ask. Flakon started using Grapevine Surveys to run two tailored post-purchase surveys — one for new customers and one for returning ones. Each survey was designed to uncover a different piece of the puzzle, helping them close the gaps in their understanding and build a richer, more detailed view of who was buying, why, and how.
As we started to become a more established brand, we knew we couldn’t just rely on intuition anymore. We needed real insight to improve everything — from our messaging and website performance to our product experience and future roadmap. Grapevine Surveys has helped us get a much clearer understanding of who our customers are, what matters to them, and where we should focus next. That kind of visibility has shaped everything from our ad strategy to new product ideas.
What data are you collecting?
We use Grapevine Surveys to run two post-purchase surveys — one for new customers and one for returning. Each one is carefully designed to help us learn more about our audience, improve the customer journey, and make smarter decisions across the business. From understanding attribution and buying motivations to spotting product opportunities, the insight we get helps us refine everything we do.
Attribution
Identifying which marketing channels are driving purchases and how customers first discovered Flakon.
CRO (Conversion Rate Optimisation)
Understanding if there was anything on the site that caused hesitation before purchasing.
Demographic
Capturing age brackets to get a clearer picture of who their audience really is.
Buying Motivation
Learning what triggered a customer to place their first order — or return for another.
Product & service improvements
Asking customers if they’d join a referral programme or what would improve their experience, helping guide new initiatives.
Where are you pushing the data?
We use Grapevine’s Shopify Flow trigger to automatically send every survey response into a master Google Sheet. That sheet acts as our central database, and from there we use pivot tables to break down the answers by question — comparing new vs. returning customers and tracking how things change over time. It’s become a key part of how we measure performance and spot opportunities to improve.
As featured by Shopify
Grapevine Surveys 🤝 Flakon
Shopify Apps team recognised the great partnership between Grapevine Surveys and Flakon and decided to feature us. Find out how Flakon uses Shopify apps to power and scale their wine business.
How are you analysing the data?
We’ve built a live dashboard in Google Sheets that pulls in key stats and visualises responses for each survey question. It gives us clear, headline insights at a glance — perfect for dropping straight into our monthly marketing reports. It means the data stays front and centre, helping us have smarter conversations and make ongoing improvements across every part of the business.
Start Collecting Insights with Grapevine Surveys
This is just one example of the many different ways you can capture and analyze insights you collect from your customers. We love being part of your journey—from seamless setup to turning insights into action!
So if you're looking to start collecting more insights and you need a bit of help, you know where we are!
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