Epic Gardening Overview
Epic Gardening began as a personal journey of plant growing and quickly transformed into a resource trusted by millions for its practical advice and handpicked gardening products. The founder, Kevin Espiritu, realized that gardening, while rewarding, often came with challenges, from complicated techniques to unreliable products. Epic Gardening aims to simplify the process by sharing educational tips and offering a range of products tested for durability and ease of use.
Epic Gardening curates gardening tools and products that “just work” for beginners and experts alike. Their online shop reflects their commitment to quality, with hand-selected items like durable raised beds, non-GMO seeds, and seed-starting supplies. With a focus on community and simplicity, the brand fosters a space where gardeners can connect, learn, and grow.
Epic Gardening’s Challenges
Epic Gardening wanted to understand how well its offerings met the needs of its community. Therefore, they were looking for survey software that supported transactional surveys – essential for capturing timely feedback on customer satisfaction. These would allow the brand to gather insights after key events in order to address immediate concerns and improve the customer experience.
Additionally, seamless integrations with platforms like Shopify and Gorgias were a must to automate feedback collection and ensure it’s tied to specific transactions or interactions. These integrations would enable Epic Gardening to efficiently capture and act on feedback, streamlining internal processes.
Moreover, the company required the ability to assess the performance of individual brands - Epic Gardening and the latter acquired Botanical Interest. This way, they could determine how each offering performed and which needed improvement. Ultimately, the company wanted to stay responsive to customer needs, while improving both product and content quality, along with customer satisfaction.
Image source: epicgardening.com
The Solution
For over two years, Retently has been a game-changer for Epic Gardening by providing a robust and comprehensive CX feedback system that includes CSAT, CES, and NPS surveys. With the ability to integrate seamlessly into Shopify and Gorgias, the brand can now trigger timely surveys after key customer interactions, such as completing an order and closing a support ticket. This ensures that the feedback is immediate and relevant, offering real insights into the customer experience right when it matters most.
CSAT surveys are automatically triggered after a support ticket is closed, giving the brand valuable insight into how well its customer service is performing. CES surveys help assess how easy it is for customers to find the information they need about various products being sent within several hours after order fulfillment. Lastly, NPS surveys - triggered after specific delays for each of the two measured products – allow users time to test and evaluate the products they’ve received before sharing their satisfaction. This multi-step approach ensures the brand gathers a holistic view of both product quality and the overall customer journey.
With Retently, the surveys are highly customized, kept concise yet informative, and typically featuring 3-4 questions, which ensures high response rates without overwhelming customers.
The ability to integrate with Slack means the team can receive real-time alerts whenever particular scores are submitted, enabling them to act swiftly. Epic Gardening uses Retently to directly reach out to every unsatisfied customer and find out where it falls short. This valuable information is not only used to trigger immediate improvements but also forms the basis of a monthly customer feedback loop presented to the leadership team that keeps the whole company in tune with customer needs.
The brand’s rapid response to feedback has boosted its ability to resolve issues promptly, prevent negative experiences from escalating, and build on its relationship with customers.
Results With Retently
By embracing a customer-focused mindset and leveraging the CX metrics with more than 15,000 monthly surveys, Epic Gardening has achieved exceptional results in customer satisfaction and loyalty. Their overall NPS score of 88 is well above the industry average, reflecting a strong likelihood of customers recommending their products and services. This high NPS score is supported by exceptional CSAT results - 86% - in customer support, where quick and effective resolutions leave customers highly satisfied. Their CES score is nearly perfect at 91%, indicating that customers find interactions with the company easy and seamless.
The detailed trend reports allow Epic Gardening to identify its strengths. Product quality consistently receives high praise, as does responsive customer support and the speed at which it addresses inquiries. Other standout areas include the helpfulness of its video content and the efficiency of its shipping process, which ensures customers receive their orders quickly.
As a matter of fact, the educational content posted on their YouTube channel has attracted a rapidly growing audience of 3+ million subscribers. This impressive following continues to expand as the brand consistently engages its customers with valuable content and tested products that keep them coming back for more.
While the company excels in many areas, the feedback has also highlighted a few areas for improvement, such as international shipping and the associated costs. Customers have raised concerns about shipping fees for orders outside their primary market, signaling a potential area to focus on. However, the overwhelmingly positive feedback on other aspects, like product performance and customer care, clearly outweighs these issues.
Overall, Epic Gardening’s commitment to gathering and acting on customer feedback has helped them maintain strong relationships with their community. This proactive approach ensures high levels of satisfaction with content and products that match evolving needs.
