Marcel Bächtold
Founder of PolsterHeld
Spotlight on
Polsterheld
Find out how PolsterHeld uses Grapevine Surveys to better understand their customers, refine their messaging, and uncover insights about how pet owners deal with pet hair at home
Meet PolsterHeld
PolsterHeld is a Swiss ecommerce brand built around a simple idea: making it easier for pet owners to remove stubborn pet hair from everyday surfaces.
Anyone who shares their home with dogs or cats knows the challenge, pet hair ends up everywhere. From sofas and chairs to clothing and car seats, removing it can be frustrating and time-consuming. PolsterHeld set out to solve this with a simple, effective tool designed to quickly lift hair from fabrics and upholstery.
Today, the brand focuses on a single hero product that helps pet owners keep their homes clean without relying on disposable lint rollers or complicated cleaning tools.
The Challenge
While PolsterHeld sells one core product, the way customers experience the problem can vary widely.
Some customers struggle with hair on sofas and upholstered furniture. Others deal with hair on clothing, bedding, or in their car. Dog owners and cat owners may also experience different challenges when it comes to shedding and cleaning routines.
Because of this, the team wanted to better understand who their customers are, what problems they are trying to solve, and what ultimately motivates them to make a purchase.
Without direct feedback from customers, it can be difficult to know which messages resonate most, which problems matter the most, and how to tailor marketing to different types of pet owners.
The Solution
PolsterHeld installed Grapevine Surveys, a Shopify post purchase survey app, to collect insights directly from customers immediately after checkout. By running a post purchase survey on Shopify, the team can ask a few simple questions while the purchase experience is still fresh in the customer’s mind. The survey appears on the Shopify post-purchase page, making it quick and easy for customers to respond without disrupting the checkout experience. These short Shopify customer surveys allow PolsterHeld to gather valuable feedback at scale and better understand their audience.
For us, the most important thing is understanding our customers and their pets. Instead of jumping straight into attribution questions like many brands do, we start by asking about the customer’s pet. That context helps us better understand the problem they’re trying to solve and why they chose our product. The goal is to gather insights that help us see how customers actually think about the problem and what really resonates with them.
What data are you collecting?
We keep our post purchase survey questions simple and focused so customers can respond quickly while still giving us valuable insights. Because the survey runs directly after checkout on our Shopify store, we can capture feedback while the experience is still fresh. These Shopify post purchase surveys help us learn more about who our customers are, what problems they are trying to solve, and what ultimately motivated them to buy.
Profile Enrichment
Knowing whether someone is a dog owner, a cat owner, or both allows us to build more accurate customer profiles and segment our audience more effectively. This helps us tailor our email campaigns and marketing messages to different types of pet owners.
Product Usage Insights
Some people struggle most with hair on sofas and upholstered furniture, while others deal with hair on clothing, bedding, or in their cars. These insights help us better understand how people use the product and where it provides the most value in everyday life.
Purchase Motivation
Understanding the factors that drive a purchase, whether that’s advertising, recommendations, reviews, or other motivations, helps us refine our messaging and improve how we communicate the product to new customers.
Turning Survey Responses into Creative Strategy and AI Insights
One of the main reasons we implemented a Shopify post purchase survey is to better understand our customers, their pets, and the specific problems they’re trying to solve. In the survey we ask simple but revealing questions such as which animals live in the customer’s household, where pet hair collects the most in their home, and what ultimately convinced them to try PolsterHeld.
Reviewing these responses gives us a much clearer picture of how customers actually experience the problem. For example, learning whether pet hair collects most on sofas, clothing, bedding, or even in the car helps us understand the everyday situations where our product provides the most value. We manually review these responses to identify patterns that help refine our creative strategy and guide which content creators we work with.
We also plan to use this data to help train our AI tools so we can further refine our customer personas and identify more winning angles for our main product. Over time, this will help us better understand our audience, uncover new messaging opportunities, and potentially even identify ideas for future product extensions.
"What’s really surprised me so far is the response rate. We’re already seeing around 75% of customers completing the survey, which is much higher than I expected for a post-purchase survey. The insights we’re collecting are helping us move beyond our own assumptions and understand how the broader market actually perceives the problem. Having that data available through Grapevine is going to take our creative strategy to the next level."
Using Customer Segmentation to Personalise Marketing
Another benefit of our Shopify post purchase survey is the ability to better segment our customers based on their pets. By asking which animals live in the customer’s household, we can easily understand whether someone is a dog owner or a cat owner and use that insight across our marketing.
Through the Klaviyo integration, we can use this data to personalise our email marketing and make our messaging more relevant to each customer. For example, we can tailor our communication depending on whether someone is dealing with dog hair or cat hair, ensuring the content they receive speaks directly to their situation.
Over time, this type of segmentation allows us to create more personalised customer experiences and ensure our marketing reflects the real-life problems our customers are trying to solve.
Start Collecting Insights with Grapevine Surveys
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