🛒 Investing in the shopping experience
I wanted to let you know about a key development project for us, kicking off this month and focused on one clear goal:
Helping your customers and members shop more easily, more often, and with more confidence.
Although veg box shopping on our platform already stacks up well vs the market, we know there are still meaningful gains to be made — especially when it comes to boosting retention, increasing basket size, and converting more first-time visitors into loyal customers.
Now, with stronger feedback channels and sharper analytics, we’re in a brilliant position to take the next leap forward.
💡 Why now?
Because a better shopping and subscription experience means:
- More completed orders
- More repeat customers
- And ultimately, better outcomes for your business — and ours
There’s no shortage of ideas and opinions in this space, so we’re taking a focused, data-informed approach to decision-making. That means setting clear goals and tracking progress closely.
📊 Our 3 key success metrics
1. Retention
Help more new customers reach 4+ orders within their first 3 months.
Target: +10% increase
Context: Customers who reach 4 orders are 19% more likely to stay long-term.
2. Basket Size
Raise the average basket from 2.5 items (£21.84) to 3 items (~£25).
This supports higher weekly revenue and better customer value.
3. Conversion
Improve the ‘sign-up to paying customer’ conversion rate from 39.7% to 50%.
Also: establish an accurate baseline and then improve ‘new-visitor to sign-up’ conversion rate.
🔧 What we’re planning
- Auditing the full customer journey across all storefronts
- Mapping key drop-off points and retention signals
- Conducting interviews and gathering feedback from customers
- Prioritising the most impactful improvements
- Making smart, iterative changes across store, checkout, and subscription management
- Focusing in on our success metrics and tracking every change
- Sharing outcomes with you along the way
🔍 What’s next
Soon, we’ll roll out a smart and simple way to hear directly from your customers — what they love, what’s confusing, and what they’d like to see improved.
It’s going to be a powerful opportunity to shape the future of the platform together — and we’re really excited to have you involved.
We'll be in touch soon with what this means and how you can help. Any questions in the meantime, just let me know.
Warmly,
Steve & the Growing Good Technology Team