How Mobile-first Review Forms Increased Koala Eco's Review Submission Rate by 278%

Leah Morassut -

Koala Eco is an Australian-based brand committed to creating nontoxic, plant-based products for a clean home, mind, and body. Their mission is clear: delivering high-quality products that make a difference. As a best-in-class brand, Koala Eco recognizes the importance of using tools that reflect its values.

The challenge

Koala Eco previously used Judge.me to collect reviews from their customers. Claire Dalziel, Koala Eco's Director of Marketing and eCommerce, referred to the platform as not being "particularly fresh or user-friendly" and said they were ready for a change. In search of a better option, they looked at what other brands they aspired to be like were using and saw that many were using Junip.

In addition to wanting something a bit more fresh and up-to-date, 2 pain points in specific motivated the switch:

  1. Judge.me's review form was unclear. The form design was confusing, prompting customers to review their entire order instead of specific products. As a result, customers left vague, non-specific reviews.
  2. Review syndication was broken. Koala Eco has a US and AUS site selling the same products. It was a huge challenge for the team to manually bring over reviews from one site to another without missing some or including duplicates. At times they had to involve their developer which complicated it even more.

Solution

Junip's mobile-first review forms, which prompt customers to review each item in their order, helped Koala Eco see an immediate difference in their reviews. For starters, the number of reviews they received skyrocketed. They went from receiving an average of 62 reviews per month with Judge.me to an average of 235 per month with Junip.

Not only was Koala Eco collecting way more reviews, but the level of clarity and personalization was significantly better.

The detailed reviews give the team huge insight into different cohorts. For example, in some reviews, customers will talk about how they used the products in an Airbnb they stayed in, or some people will talk about how they're planning to have a family and want to detoxify their homes. All of these details give context into their customers' lifestyles and help Koala Eco better understand their customers.

Junip also solved Koala Eco's biggest internal problem: review syndication across their AUS and US storefronts. No more headaches or wasted time trying to figure out how to get reviews from one site to another. Junip's multi-store syndication automatically shares reviews between their two storefronts.

Results

Since switching to Junip in April of 2024, Koala Eco has achieved the following results:

  • Increased their review submission rate by 278% – from 1.68% with Judge.me to 6.17% with Junip
  • Maintained a 4.98 average product rating across 2,900+ reviews
  • Koala Eco averaged 62 reviews per month with Judge.me. After switching to Junip, this number increased to 235 reviews per month on average