Rockey Nebhwani
Digital Strategy
LinkedIn Profile
Spotlight on
Rothy's
Find out how Rothy’s uses Grapevine Surveys to measure customer satisfaction, gather real-time feedback, and refine their brand experience.
Meet Rothy’s: A Brand Redefining Sustainable Style
Rothy’s is on a mission to create stylish, comfortable, and sustainable footwear and accessories without compromise. Since its founding, the brand has been dedicated to innovation, transforming recycled materials into high-quality products that customers love. With a focus on both fashion and function, Rothy’s has built a loyal following by combining eco-conscious design with everyday versatility.
The Challenge
Rothy’s wanted to ensure full ownership of their customer feedback processes, as hosting surveys on their own site was crucial for building trust and improving response rates. In the past, surveys hosted on third-party platforms felt disconnected, leaving customers uncertain about sharing personal details. Additionally, Rothy’s relies on multiple systems, making it essential to find a solution that could seamlessly integrate with their existing tools. They needed a way to ensure survey response data was accurately stored against customer records, chat history, and other relevant data for a unified view of each customer interaction.
The Solution
After researching their options, Rothy’s chose Grapevine Surveys for its ability to create fully customizable, on-site surveys. With Grapevine, they can include survey links within their own branded emails, sent from their own domain, and target customers with precision. The system allows them to tailor email flows, sending survey links to the right customers based on where and what they ordered, ensuring relevant feedback on both their online and in-store shopping experiences.
What we really needed was a solution that could connect everything seamlessly. It was crucial for us to fully own the customer-facing communications, ensuring all survey invitations were sent from our domain and aligned with our brand. We also needed to ensure that the timing of the surveys was just right, so they reached customers at the right moment in their journey. Finally, we wanted all the responses to feed directly into our systems, ensuring the data was linked to customer records and other interactions, like chat history, for a complete picture.
What data are you collecting?
We are running three simple yet effective surveys: a post-purchase survey with a single attribution question for new customers, an on-site CSAT survey to capture immediate feedback on the shopping experience, and an NPS survey to measure customer loyalty and likelihood to recommend the brand.
Attribution Data
Understanding what marketing efforts led to customers finding out about the brand
Net Promoter Score (NPS)
Understanding how likely customers are to recommend the brand and what drives their loyalty.
CSAT Score
Measuring how satisfied customers are with their shopping experience and identifying areas for improvement.
How have you connected your systems together?
After a customer service agent completes a conversation, we trigger an email to the customer with a link to our CSAT survey. Once the customer fills out the survey, Grapevine fires a 'Question answered' trigger to Shopify Flow. From there, Shopify Flow uses the survey data and pushes it back into Gladly, ensuring the feedback is properly linked to the original customer interaction.
"I was looking for a solution that would allow us to create on-site surveys hosted on our own domain, send survey links from our own emails, and ensure all the data connected seamlessly. My requirements were clear: it had to provide a best-in-class Shopify app experience, be reasonably priced, meet all our technical needs, and be easy to implement. Grapevine Surveys ticked all the boxes and works brilliantly with the new Shopify checkout. We couldn’t be happier with the results."
How is this data analyzed?
With the CSAT score now stored against each agent and conversation, along with any additional feedback from customers, we can effectively monitor the performance of our support team. This data helps us identify areas where we can improve training and refine our customer service processes. By continuously analyzing this feedback, we’re able to elevate the overall quality of our customer support, which is absolutely vital to the Rothy’s brand and the experience we want to deliver.
Start Collecting Insights with Grapevine Surveys
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