Flo Glassblowing is the only glass arts teaching facility in Ottawa, that provides glassblowing and flameworking workshops for all ages and levels of experience.
Challenge
Increase customer retention and repeat business
The owner of Flo Glassblowing came to us, reporting that Flo is facing some challenges with customer retention. Melody noticed that despite the fact the majority of her customers seem to be satisfied, on average they tend to attend between 2-5 classes total. Is there a reason that customers are not taking more classes?
Solution
Listening to the voice of customers
We decided to ask Flo’s customers directly. Since satisfaction is a key to customer retention, our team has designed and conducted online survey among the Flo’s customers to determine whether they are really satisfied with the services provided, and to motivate them to speak up about how Flo could do better.
Results
Our market research revealed that customers love Flo, but there was still room for improvements. Apart from more obvious reasons like limited time or money people devote to hobbies, some responses illuminated a desire for more variety in the workshops flo offers. It turned out that every year the same items are offered to be made, and some customers wanted to try something new.
