Customer Survey 2024 Results

Thank you to everyone who took part

Thank you so much to everyone that took part in our Customer Survey 2024. It gave us some really helpful insights into what your experience and thoughts are on Greener Beauty and how we can change and grow to better suit you.

We have already implemented some of the changes suggested and some of the suggestions were already live (see below for info on which suggestions).

How did you hear about Greener Beauty?

63.2% – Google Search
15.8% – Facebook
15.8% – Instagram
10.5% – Other
5.3% – Recommended by a friend

Other’s Included:

via an influencer
Met the team at a vegan festival (we had this answer many times with many different festivals mentioned)
A few were a client of Vic’s beauty consultant business before she started Greener Beauty
Magazine mentions or advents

What is the main reason you shop at Greener Beauty?

78.9% – Everything is vegan
78.9% – Everything is cruelty free
78.9% – Our Ethics
63.2% – Everything is natural
57.9% – We plant trees
57.9% – All the brands we sell are ethical
36.8% – The particular brands we sell
36.8% – The particular products we sell

What are your thoughts on our website? 

“Everything is laid out well and if I can’t find something, I just search by brand”
“Account details could be easier to find”
“Not easy to search specifically across categories/brands”
“Its well laid out and very easy to navigate”
“Can find what you need easily”
“Good system online”
“It’s easy to navigate with the menu and everything is clear and presented well. It’s not a 10 simply because that would imply it was perfect in which I think it would need some form of personalisation for each customer to achieve that.”
“Always find what I am looking for.”
“Easy to use”
“not had any issues using the website, it’s simple and well laid out”
“Easy to find products. Wide variety of brands, just a nice website to use.”
“Navigation is very easy, products are divided in categories and are easy to find. Description for each product, which includes list of ingredients and how to use the product. Product recommendations for a particular skin or hair type, which is very useful. Easy to pay for shopping. Great idea to include trial sizes of products for orders, so I can try things out before committing to buying full size, which reduces waste. Beautiful photos.”
“Easy to navigate but could be more user friendly / seems cluncky on mobile with lost of widgets/ info when you scroll”
“Everything is categorised in specifics which is very helpful”
“I enjoy visiting the website”
“Everything is clear and set out. You don’t have to search out information”
“I find it easy but sometimes get a bit overwhelmed with the amount of products”
“It’s very clear and concise, very clear pictures and descriptions.”
“Remove join waitlist/ OOS items from page listing or have that in filter so we can see what a in stock for a brand/ products”
“I love what you guys are doing! Definitely the best place I’ve bought makeup and beauty products from”
“Its interesting to see smaller brands that you may not see in the shops”
“I would prefer smaller types of categories to narrow down my search while browsing”

Greener Beauty Response:

Thank you so much for all the super helpful and the complimentary responses. I am so pleased that on the whole you find the website easy to use and products easy to find. In response to some particular comments we have now:

  • Implemented a new filter called Stock Status so you can now filter everything to only see which products are currently in stock, out of stock or show all stock status’. This filter can be found on any of the website categories.
  • We are working on releasing a new updated app which will be designed for mobile phone usage. This will be out later this year.

Are there enough product details?

Yes
Yes
About right
Yea
Items for afro hair
yes, it’s perfect, I appreciate the ingredients and how to use particularly
It’s so helpful, I only buy organic and usually plastic free ( the only exception being the lids on the Zao pencils since last year! )
Generally content with the info / details
Already excellent
Greener Beauty Response:
Thank you for your thoughts. We already have a section for hair products for all different types of hair, including afro hair. From a desktop go to the hair menu and there is a shop by hair type section. On mobile go the menu side bar and select hair care by hair type. Alternatively from any section of the hair menu (eg shampoo, conditioner, styling etc) open the filters and you can filter by hair type there too.

What are your thoughts on our website?

“Everything is laid out well and if I can’t find something, I just search by brand”
“Account details could be easier to find”
“Not easy to search specifically across categories/brands”
“Its well laid out and very easy to navigate”
“Can find what you need easily”
“Good system online”
“It’s easy to navigate with the menu and everything is clear and presented well. It’s not a 10 simply because that would imply it was perfect in which I think it would need some form of personalisation for each customer to achieve that.”
“Always find what I am looking for.”
“Easy to use”
“not had any issues using the website, it’s simple and well laid out”
“Easy to find products. Wide variety of brands, just a nice website to use.”
“Navigation is very easy, products are divided in categories and are easy to find. Description for each product, which includes list of ingredients and how to use the product. Product recommendations for a particular skin or hair type, which is very useful. Easy to pay for shopping. Great idea to include trial sizes of products for orders, so I can try things out before committing to buying full size, which reduces waste. Beautiful photos.”
“Easy to navigate but could be more user friendly / seems cluncky on mobile with lost of widgets/ info when you scroll”
“Everything is categorised in specifics which is very helpful”
“I enjoy visiting the website”
“Everything is clear and set out. You don’t have to search out information”
“I find it easy but sometimes get a bit overwhelmed with the amount of products”
“It’s very clear and concise, very clear pictures and descriptions.”
“Remove join waitlist/ OOS items from page listing or have that in filter so we can see what a in stock for a brand/ products”
“I love what you guys are doing! Definitely the best place I’ve bought makeup and beauty products from”
“Its interesting to see smaller brands that you may not see in the shops”
“I would prefer smaller types of categories to narrow down my search while browsing”

Greener Beauty Response:

Thank you so much for all the super helpful and the complimentary responses. I am so pleased that on the whole you find the website easy to use and products easy to find. In response to some particular comments we have now:

  • Implemented a new filter called Stock Status so you can now filter everything to only see which products are currently in stock, out of stock or show all stock status’. This filter can be found on any of the website categories.
  • We are working on releasing a new updated app which will be designed for mobile phone usage. This will be out later this year.

Is there any additional functionalities or other feedback on our website?

“A filter for people who have extremely sensitive skin”
“Pre/back orders for if things are our of stock. Requests so if we’re struggling to find a product we can suggest it.”
“Not that I can think of”
“You’ve got it perfectly already”

Greener Beauty Response:

In response to some particular comments we have now:

  • We have set up a new page where you can make brand or product requests. This can be found by clicking this Brand Product Requests Link This can also be found under the About Us menu.
  • We don’t offer back orders for items out of stock as sometimes we don’t know how long it will be until a particular item is back in stock. However if you add your name to the waitlist you will receive an email as soon as that item is back in stock.
  • We already have a filter available for sensitive skin. Open up the filter on any page and select the filter Skin Type and tick the Sensitive Skin filter. You will then only see matching products.

What is your shipping and delivery experience?

“Well packed in sustainable packaging”
“Quick delivery and recyclable packaging”
“If there is a problem, it is ALWAYS with Royal Mail, not you!”
“Everything arrived promptly and in good condition”
“Came as said it would”
“Fast easy hassel free postage and delivery”
“Goods arrive well packaged & not damaged.”
“Always excellent & fast delivery”
“no issues, good dispatch time and items well packaged”
“Orders are sent very quickly. Never had an issue with shipping.”
“Quick delivery and regular updates”
“My orders have always come quickly. They are beautifully packaged with biodegradable materials and an uplifting message inside.”
“Confirmation emails on shipping and tracking details sent and delivered on time. Packaging is nice and secure. Quick shipping.”
“Everything was packaged really lovely, ( one of the staff where I live adored the quote on the paper that came with the order and asked for it to be put out for the other girls to read hehe ) I got emailed after my order, it came quickly”
“Im always happy with the service”
“Fast delivery”
“I’ve never had a problem with ordering and the box of goodies always arrives quickly”
“Always fantastic delivery & communication”
Greener Beauty Response:

We are so pleased that everyone has had such a positive response regarding the shipping and delivery. If this ever changes please let us know and we will do all we can to rectify the situation. As you may know we currently use Royal Mail for deliveries, this is mainly because generally speaking the delivery is quick but also the carbon footprint is low, they are already delivering to every house in the country. We are constantly reviewing this decision and if this no longer becomes the case we will look to move to an alternative provider.

What do we do well?

“Everything”
“Great customer service”
“Customer service”
“Personal service, prompt response”
“Being totally vegan”
“Keep you updated”
“Represent the products. I like going into a product and instantly being able to see if its vegan etc”
“Customer service & ethics”
“Excellent customer service, wide product range & excellent delivery”
“advice, planting a tree and the amount of info on the website as well as friendly service”
“You take care of your customers. Responses to emails and phone calls are always very personal and helpful. Products are reasonably priced and the website is easy to use. Ordering is very simple and you keep the customer in the loop at every step of the order.”
“Customer service and communication.”
“Great ethics, great shopping experience, wide choice of products, possibility of including trial sizes for free, quick delivery, very convenient, products almost always in stock compared to other online shops.”
“Fast shipping and offers a variety of beauty products”
“Everything!”
“Keeping in touch and interesting articles”
Greener Beauty Response:

Ahhh shucks, thanks guys! 🙂

What could we do better?

“Make website easier to use”
“Stock xxxx brand”
“Bigger variety”
“more products from the brands for example you stock Antipodes but only a very small selection”
“Think you’re doing well as you are!”
“I think you’re already doing a fantastic job”
“Explain your business!!”
Greener Beauty Response:

This was an interesting question that compared to the other questions had a low response rate. This is good as it means there isn’t lots that we can do to improve! With regards to the points that were made:

  • We are always looking at ways to make our website easier to use. If there is something in particular please let us know and we will do what we can.
  • Stock a particular brand – if there is a brand you would like to see us stock please do let us know on our new Brand or product request page However this comment was made a few times and the reason we don’t currently stock the brands mentioned is that they are either not natural enough or that they aren’t vegan or cruelty free. We have a strict policy when it comes to what products we stock and if a product doesn’t meet all our requirements it cannot be sold on Greener Beauty.
  • More products from particular brands. We love Antipodes however the full range is not vegan friendly, so we only stock the items that are free of animal ingredients.
  • Bigger Variety – this is something we are working on. If you have any requests please let us know using the link above.
  • Explain our business – we will do our best to do more of this!

Would you like to see non Health & Beauty products on Greener Beauty?

“Clothing but that’s a big ask!”
“Good idea yes”
“Clothing maybe, underwear if you could find a good one.”
“Not really, I like the fact that this is where I get my skin products from. I’m not sure I’d use it for clothes, food etc”
“Maybe but not interested”
“That would be great”
“Maybe jewellery?”
“Yep indeed”
“Not sure, but if it helps you to grow as a company jewellery & clothing may be a good choice.”
“cleaning products, pet products, eco bags and accessories”
“Form nutrition, feel supplements, living nutrition supplements and eyelash glue that’s plastic free”
“Pineapple island”
“No particular products but refills for cleaning products would be good”

Greener Beauty Response:

This was an interesting question too. Thanks for your feedback, suggestions and thoughts. We will look into this in more detail and come back to you soon about this!


Thank you again to everyone who took part. This survey had a lot more questions, some of which are really helpful to us but probably not that interesting to you! We have taken all your feedback on board and will be reviewing everything to see where we can improve.

If you are reading this and you didn’t take part in the survey but would like to give us some feedback or suggestions please don’t hesitate to get in contact with us.

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