How One Brand Uses Customer Surveys to Drive Repeat Purchases

The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers · Jul 12, 2026 · 10m · transcript

Lucas and Luna explore how a direct-to-consumer pet supply brand uses post-purchase customer satisfaction surveys to boost repeat purchases by 25 percent. The hosts break down the specific survey design — a single Net Promoter Score question followed by an open text field — and how the brand's team analyzes responses in near real-time to identify unhappy customers before they churn. They walk through the email automation that triggers a personalized discount for detractors and a referral request for promoters, and discuss why this approach works better than generic win-back campaigns…