The volume of poor reviews that RBL continues to receive on Trustpilot is concerning: https://www.trustpilot.com/review/www.redbubble.com
I hope the CEO is making this the top priority - driving repeat business is a fundamental part of the growth strategy. Winning new customers during C19 is easy. Getting them to come back again is where it gets harder. My wife is a first-hand example of someone who bought T-Shirts on RBL a few years ago, but never went back because of shipping costs.
RBL management was previously very transparent on their Net Promoter Score results. NPS is a measure of how likely a customer is to recommend a company to others and critical for digital businesses. https://www.retently.com/blog/companies-high-nps/
In the 30/7/19 investor presentation, the RBL NPS was 68 (very good) and Teepublic was 52 (also good), and these were mentioned as improved scores on prior periods. Since then, I can't find any further reference to NPS in management presentations, I assume because NPS has declined? I would love management to be transparent about the NPS scores again and make this a key metric that we can see progress on.
All this said, the reviews for Etsy on TrustPilot are shocking - 60% 'Bad' (v 20% for RBL), while Teepublic is 71% Excellent / 7% Bad. Maybe it's easier to quality control T-Shirt production and delivery? Etsy's NPS is 13. https://customer.guru/net-promoter-score/etsy-inc
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