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Whilst Good Growth provided robust and excellent analytics and rigorous data, it was the customer insight that supported the findings that were very revealing. The survey tools used delivered answers to qualitative questions and we were able to ascertain with some degree of certainty why customers weren’t buying and that was invaluable.

By providing us with a better understanding of the role of delivery in driving customer acquisition and loyalty, Good Growth have given us the confidence to test and optimise our delivery mix. Our new delivery offer remains one of the most competitive in the market and offers great value to our customers, but by optimising the mix we have also improved our profitability.

Since launching the new ‘Pet-Led customer journey, we have continued to work collaboratively with Good Growth, drawing on their expertise to define a robust roadmap of test and learn to refine the experience, with data driven focus from detailed metric analytics, user experience data and focused customer surveys. Good Growth have been an amazing team to work with and they continue to work collaboratively with us, and our external partners, as our joined-up pet care customer experience evolves into the proposition of the future.