tl;dr Pointblank Marketing helped Komodo Pickleball transition from an underperforming review platform to Junip, resulting in a 540% increase in customer reviews and significantly improved email engagement metrics—all while future-proofing their review collection strategy.

The Challenge

Komodo Pickleball struggled with Loox as their review platform because:

• Not all customers were receiving review requests as they failed to send properly
• Only collected a handful of reviews over 3 months
• Limited customer response due to friction in the review process and missed opportunities to solicit feedback

They were out of options to fix this in Loox, and were unsure of what a migration to another platform would look like.

The Solution

Pointblank Marketing, who manages Komodo's retention marketing, recommended Junip based on previous success with similar clients. Their implementation included:

• One-day setup: Drag-and-drop installation of faster, branded review widgets on the website
• Seamless integration: Connected Junip directly with Klaviyo for centralized marketing automation
• Optimized email flow: Created a review request flow in Klaviyo triggered by Junip's events

"Moving to Junip was strategic for us. We needed a review solution that would give us the flexibility we need to do our best work and also scale with the client's growth without becoming prohibitively expensive. Junip's unlimited model ensures predictable costs as sales increase, while giving us more tooling around how we present and collect reviews." – Julien Normand, Co-owner of Pointblank Marketing.

The new review request flow in Klaviyo leverages Junip's dynamic variables for personalization, includes product-specific copy about paddle performance, and offers an incentive for completing reviews.

Immediate Results

Within just one week of implementing Junip, Komodo Pickleball saw:

• 35 new reviews collected (more than their previous 3 months combined)
• 60% email open rates
• 8.43% click rates (100% increase from previous review flows)
  

The dramatic improvement stemmed from:

1. More intuitive dashboard for setting up and managing reviews
2. Giving their agency the tools to create purpose-built review flows in Klaviyo
3. Mobile-optimized review forms that make it easier for customers to review
   

Impact After 3 Months

After three months with Junip, Komodo Pickleball has achieved:

• Nearly 100 reviews collected (540% increase from previous platform)
• Consistent 21% review submission rate
• 7% media attachment rate (customers adding photos/videos)
• Shift from volume-based pricing to Junip's unlimited plan, allowing for unlimited orders and review requests as they scale

Take Action

Reviews work well on their own, but they’re more powerful with a finely tuned email strategy, when the different parts of your business talk to each other, and when an expert can set up and maintain these flows to ensure they’re working at their best.

Whether you’re an existing or new user, a brand with 100 orders per month or 100,000, or a marketer with clients facing similar challenges - work with Junip and Pointblank Marketing to supercharge your reviews today. Get started here.

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

Swoveralls is an apparel company that invented the world’s first pair of sweatpant overalls. As a small business dedicated to making the comfiest apparel items in the world, the tools in their tech stack must be worth the price and deliver results.

Problem

Swoveralls previously used Yotpo to collect reviews from customers. Kyle Bergman, Founder & Chief Swoveralls Officer, wasn't happy with how much they were paying for what they were getting.

"The pricing and UX were egregious. The service and product experience did not match what we were paying for"
- Kyle Bergman, Chief Swoveralls Officer

Fed up with Yotpo's high price tag and mediocre results, a friend of Kyle's recommended him Junip and he never looked back.

Solution

Junip only cost Swoveralls $74/mo and Kyle was immediately impressed with the sleek & user-friendly admin. The seamless migration also allowed Kyle to revisit Swoveralls' review strategy and level a few things up.  

• Swoveralls uses Junip’s native email templates to request reviews from customers 2 days after their order is delivered. With more precise timing and a step-by-step review form (different from Yotpo's crowded in-email form), their review submission rate jumped from 2.88% to 3.94%.
• The biggest improvement they saw was with their photo and video reviews. With Yotpo, Swoveralls didn’t collect a single photo or video review. When they started using Junip’s mobile-first review forms (designed to make leaving a photo/video review easier)…everything changed. Over the last year, about 1 in every 4 review submissions has a photo or video attached.

Using Custom Questions to reduce returns by 30%

During the switch, Kyle decided to add custom questions alongside reviews to help address common sizing concerns.  In the review form, customers are asked about their usual sweatpants size and whether they think their Swoveralls fit true to size.

This extra context helped browsing customers choose the right size, and within just three months of adding custom questions next to reviews, Swoveralls cut their return rate by 30%.

Today

Swoveralls now has a review provider that is easy to use and collects way more reviews (especially media reviews), all at a fraction of what they were paying before.

With Junip, Swoveralls has:

• Achieved a 4.77 average rating across all products
• Collected 577 reviews & 113 media reviews
• Increased their review submission rate by 37%
• Maintained an average submission rate of 20.30%

*metrics based on all-time performance since switching to Junip in May 2023

Reviews help shoppers better understand your products – increasing the conversion rate & decreasing returns by helping shoppers know when a product is right for them.

Customers looking to better understand fashion & apparel want to see products in action. They want photos, videos & specific details like quality, fit & use-case. We put together 6 examples of fast growing apparel brands on Junip & how they're using reviews to help their customers:

Shefit

Shefit showcases customer photos & videos right off the bat with a media gallery. They also use custom questions to help customers get reviews most relevant to them.

We see their questions "Body Type" & "Fit" used very commonly across a wide variety of apparel brands. Less common is "Activity", but it's proven extremely helpful for certain technical apparel brands that need their products to perform in unique conditions.

Swoveralls

Swoveralls (the inventors of sweatsuit overalls) have an entirely new kind of product, so they lean in even more on social proof with a review carousel front & center on their homepage.

This case study from our team covers their experience with reviews in-depth & the unqiue ways they've leverage reviews to drive conversions & reduce returns.

Tecovas

Tecovas has a minimalist display relative to our previous two examples, but for many brands this is the best way to go (and much better than a cluttered experience). The media gallery at the forefront does a great job of showcasing customer photos & videos.

Modern Citizen

Modern Citizen asks a couple of unique questions here ("height" and "typical size"). They're also are the only example we've shown that uses Junip's Display API, creating a bespoke look & feel to the review section.

Tracksmith

Tracksmith (performance running gear) certainly fits into the technical apparel category, so we see them use "Favorite Use" in similar way to how Shefit uses "Activity", we see another use here on Tracksmith alongside "Fit" in their minimalist review section.

Jambys

Jambys customers tend to break the normal boundaries of Men's & Women's sections that most apparel companies offer and simply buy whatever looks the comfiest – so understanding the context of who actually left a review is helpful when shoppers are browsing.

Today, we're looking at the custom questions that apparel brands on Junip use most. We looked at almost 1,000 custom questions and highlighted which are the most popular, as well as shared examples of each below.

For a bit of context: custom questions are a great way to get specific, detailed information as part of the review. Brands can choose to add these in to the review form, on top of the default questions like rating, title, body, and media.

Let's get started!

Fit

• asked as a linear scale question (with labels such as "too big", "too small", and "perfect" or "true to size")
• this is by far the most used question by apparel brands, likely because of how important it is for shoppers to understand what size to purchase
• if a shirt is "too big" that isn't necessarily a bad thing - it means that shoppers can size down when selecting a size and reduce returns, they just need to know this before purchasing.

Comfort

• asked as a linear scale question (with labels such as "very comfortable" and "not comfortable" or "excellent" and "poor")
• ensures that customers always shares about the product's comfort as part of their review, and also makes it very easy for potential buyers to understand this info when reading reviews. This is a great strategy if comfort is an important selling point for this product.

Size Purchased

• this question actually came up as two different question types: multiple choice and short answer. The appeal of short answer is likely that a customer can add whatever response they want, but I've found that this question works best as a multiple choice with a defined set of sizes to choose from.
• that way, you're making it easier for customers to respond (click an option vs. type one out), you're ensuring responses are consistent, and you're allowing potential buyers on your website to filter by responses to that question (filtering is not an option with short answer questions).
• if your product has variants for each size, then you don't necessarily need to ask this question for it to display what size they purchased because that will be shown by default at the bottom of the review. However, having this as a custom question allows those engaging with reviews on your website to filter by reviews that talk about a specific size (ie. the one they would be purchasing).

Usual Size

• asked as a short answer question
• where the question above wants to know what size of this product the customer purchased & is reviewing, this question is asking what size they normally purchase as a comparison, ie. "I normally buy a M, but for this product, I purchased an L and it fits great."

Height

• asked as a short answer question
• height (and weight, mentioned below) are a little trickier to provide options for. They can still be asked as a multiple choice with ranges provided (like in the screenshot above), but many brands allow customers to input their specific height or weight themselves
• keep in mind that we want to keep short answer questions in your review form to a minimum because they require the most work for someone to answer.

Weight

• asked as a short answer question
• it's helpful to note that the measurement used for something like weight can change in different regions (ie. US vs. EU) so it's worth including that context in your question (or response options) so that people know which is being used.

What's next?

If you're an apparel brand, you may want to consider adding some of these to your review form so that they can do more for you. Keep in mind that I recommend asking four or less custom questions in a review form for a given product, so as to keep it simple for customers to respond to.

If you aren't using Junip yet but want to start using custom questions, you can sign up here.

Already using Junip? You can add them within your admin here (they are available on standard+ plans).

Promix Nutrition is a performance-driven supplement brand committed to creating products with the highest quality ingredients. Their dedication to quality extends beyond just their products—it’s ingrained in every aspect of their operations.

The problem with Judge.me

Promix was previously using Judge.me, a review platform that Albert Matheny, CEO of Promix, described as "lacking basic functionality".

Promix needed 2 things:

1. A way to automatically display reviews on product listings in Google Shopping
2. More control over the timing and customization of review requests (Judge.me's email templates weren't cutting it)

In search of a better review provider with a full feature set, Albert avoided legacy review providers due to their high price point and bloated feature set. He also didn't have time to waste learning a new platform and needed something easy to use. When Albert came across Junip, he found what he was looking for.

How Junip helped

Junip's intuitive and easy-to-use admin made the switch seamless, there was no learning curve. Albert and the team could immediately manage all of their incoming reviews with ease.

• Syndicating 5,232 reviews on Promix's Google Shopping Ads: as an official Google Shopping partner, Junip gave Promix a way to display their reviews on Shopping Ads, which play a key part in improving CTRs on comparison shopping platforms like Google Shopping

• Providing 2 new channels to request reviews: Junip's integrations with Klaviyo and Postscript let Promix send review requests from these platforms, giving them full control over the look & feel, and when & how review requests are sent. For example, the biggest advantage for Promix is the advanced segmentation they can leverage. Since their products take time for customers to experience the full benefits, Promix doesn't ask first-time customers to leave a review. This helps them gather more detailed reviews that speak to the tangible results customers experience (example below)

Results

Having full control over the timing of review requests and adding SMS as a channel, Promix could get closer to where, when and how a customer is most likely to leave a review. As a result, Promix now collects 42% more reviews per month with Junip, compared to Judge.me.

Other notable results:

• Achieved a 4.85 average rating across all products
• Collected 3,883 reviews & 125 media reviews with Junip
• Receiving on average 195 reviews per month with Junip. Whereas 6 months before switching to Junip, Promix was only gathering on average, 136 reviews per month, leading to a 42% increase with Junip

Trust is everything when selling pet supplements. Owners want assurance that a product will truly benefit their pet's life. WINPRO, a pet supplement company, knows this better than most. Beyond offering a great product, they understand the need for social proof, customer stories, and an easy way for customers to share their experiences.

The problem with WINPRO's former review provider

Before finding Junip, WINPRO was using another review provider. However, the outdated and cumbersome review form experience made it difficult for customers to leave a review. This wasn't just a minor inconvenience, it was a critical barrier that was costing them valuable customer feedback.

WINPRO needed a system that was not only functional but also easy for customers to use—a solution that would help them collect more reviews with less effort.

Solution

In early 2023, WINPRO explored different providers. After a demo with Junip, they were impressed with the simplicity and decided to make the switch.

How Junip gave them a functional system that generated 2,000+ reviews

"We were most excited about Junip because of the ease of customers being able to leave reviews on our site," said  Anna Johnson, WINPRO's Marketing Manager. The whole team quickly realized how many reviews they had been missing out on with their previous provider. Simply by switching to Junip's mobile-first review forms, they saw a 60% increase in review submissions.

"The second we switched over to Junip, we were shocked by how many reviews we were getting without having to change much about our strategy in terms of the timing and channel of review requests"

It was clear almost immediately that they had made the right decision.

How gathering high-quality reviews increased on-site conversion by 22%

The success didn’t just stop at quantity. Junip also helped WINPRO collect better quality reviews. WINPRO leveraged Junip’s Custom Questions to gather specific data alongside reviews. For example, reviews display a dog's breed, age, and name. This extra context gives customers reading the reviews a better sense of how the product might work for their own dog – ultimately giving them the confidence to purchase.

"Custom questions make the reviews feel just as authentic as they are. They also give people extra information that gives them more confidence to purchase"

After collecting more reviews, they noticed some customers needed more time to see results before writing a "full review". By using Junip's Flow Automation Engine, WINPRO adjusted the timing of review requests and began receiving more in-depth reviews that highlighted the tangible results pet owners were observing.

In just three months of using Junip, the overall increase in review submissions and quality of reviews contributed to WINPRO's 22% lift in on-site conversion.

Today

Since switching to Junip at the beginning of 2023, WINPRO has seen the following results:

• Increased their review submission rate by 60% & collected over 2,000 high-quality reviews
• Media submissions have increased by 58% compared to their previous provider & have collected 300+ media reviews to date
• Bumped on-site conversion by 22% with the addition of high-quality reviews that help convert browsing shoppers

WINPRO didn’t just upgrade their review system—they elevated their entire customer experience. Leaving a review is now an enjoyable experience and reviews are no longer slipping through the cracks.

There are two different types of negative reviews (broadly speaking):

1. Customer complaints
2. Differences of opinion

Whether you're dealing with a complaint/issue or a difference of opinion affects how you respond to the review & how it will affect new shoppers that see the review.

Customer complaints

This group of reviews is anything that could be boiled down to “I have a problem & want you to solve it”, and this is good news! Problems are solvable & often you can work with customers to sort out the issues they were having by:

1. Responding privately
2. Empathizing with their situation & solve their problem
3. Asking them to update their review

Check out this post if you want to learn more about how to ask customers to edit, update or delete their review:

How to ask customers to edit, update & delete reviews

The FTC is clear – businesses cannot alter, edit or change the contents of a review on behalf of the reviewer... but reviewers themselves absolutely can! Customers submitting any review is a great opportunity for engagement. If the review is positive, you have an opportunity to recommend other pro…

JunipStuart

How customer complaints impact shoppers

In an ideal scenario, you're going to be able to work with customers to solve their problems & the review will be updated or deleted. If you're not able to solve the problem with the customer though, it's important to show that you care by:

1. Responding publicly
2. Let them know that you are here to help

New shoppers visiting your store understand that sometimes bad experiences happen & aren't scared off by these reviews, but they do want to know that if this happens to them too you'll be here to help them.

Responding publicly, with empathy & action is important to build trust with customers. Tecovas here does a great job with this otherwise highly rated (4.41) denim shirt that didn't work out for this customer:

Differences of opinion

At the end of the day some people just see the world differently. This type of review can be described as customers having a fundamental difference of opinion on some aspect of your product.

These can be genuine, legitimate differences of opinion (I am tall & this shirt doesn't fit me well, I think it is better for short people) or completely ridiculous differences of opinion... but the point is this is their opinion. You're unlikely to change it.

How differences of opinion impact new shoppers

Believe it or not, these reviews are extremely helpful for new shoppers. Reviews are all about telling more of your product story to make sure customers get the full picture. This helps good fit customers have more confidence to opt-in (increasing conversion rate) and helps bad fit customers opt-out (decreasing returns).

If customers aren't going to like your product, we want to help them learn that before they make the purchase. It's important to make sure these reviews are available to customers. Replying can still be helpful & can further illustrate the differences of opinion to try to make sure new shoppers understand.

Tecovas once again does a wonderful job with this review of Goat Belt:

The customer is upset that their belt aged quickly, Tecovas is letting them know it is literally made with the intention to age quickly.

"The result is a boo and belt that ages very quickly for a vintage and worn look that takes days to establish instead of years."

This is a wonderful review for new shoppers to see, if they want a belt that gets the aged look quickly – they'll be more likely to opt-in & purchase! If they don't want that type of belt, we want them to know that upfront or else they'll be very disappointed.

Reviews are all about telling the full version of the story for your product & negative reviews are part of this story. Treat them correctly!

The FTC is clear – businesses cannot alter, edit or change the contents of a review on behalf of the reviewer... but reviewers themselves absolutely can!

Customers submitting any review is a great opportunity for engagement.

If the review is positive, you have an opportunity to recommend other products or ask customers for more feedback. If the review is negative – it's often the case that your customer has a problem and is asking you to solve it.

According to BazaarVoice, 54% of shoppers say that if they write a negative review they expect a response from the company. Ideally they would have contacted your customer service team with this problem instead of posting about it publicly, but they were frustrated & wanted to make sure they were heard.

Them having a problem is good news – it means you can solve their problem & ask them to update their review.

How to know when a negative review happens

It's important to set up automated notifications to ensure you know when customers submit negative reviews.

1. Over email: most review platforms & customer engagement tools allow you to set up notification emails based on certain types of conditions. In Junip this is managed in notification settings – were you can choose to be notified of reviews with certain star ratings, or those with media.
2. In Slack: if your team is working in Slack, it's helpful to get notifications of new reviews were multiple people can see them. With Junip you can use Shopify Flow to set up this notification.
3. On your help desk: having your CX team aware of & taking action on negative reviews is the best way to ensure they're handled quickly. With Junip you can connect directly to Gorgias, or through Shopify Flow for other help desk platforms.

These are the three main ways we see businesses keep a pulse on what their customers are saying in reviews to make sure they can act fast.

How to ask customers to update or delete their review

1. Empathize with their problem: Jean-Louis Gassée, the former head of Apple France came up with the "Two Tokens" theory of customer complaints & we think this applies here. In every case where a customer is upset there are two tokens available – "it's awful"* or "it's nothing". In every interaction both tokens will always be played so whichever you pick up, you're forcing the customer to pick the other.
   
   If a customer submits a 1-star review saying there was a stitch loose in their shirt & you write to say "that happens sometimes, can you remove your review" you're taking the "it's nothing" token & the customer must take the "it's awful" token – perhaps further updating their review to be even more outraged.
   
   Whereas if you reach out to the customer & mention that it's horrible a stitch was loose in their shirt, you're thankful they noticed it before going out & are going to make a note to check with the production team to make sure they're double checking... the customer must take the "it's nothing" token. They'd seem insane otherwise!
2. If their problem can be solved, actually solve their problem: pretty straightforward!

If you nail both of these points – genuinely empathize with your customer & solve their problem, it'll be easy to go in for the ask to update their review.

How customers can update or remove their review

On Junip, the platform thousands of ecommerce businesses use to gather, manage & display reviews from customers, you can use Review Links.

Every business using Junip has a "Review Link" that customers can use to submit reviews for products they've purchased, and edit, update or remove reviews they've previously submitted. If you're using Junip you can grab yours here.

If you're looking for another platform, here's the documentation on how to edit reviews on Amazon, Google,  Yelp (within 30 days of posting), Letterboxd, Some platforms like Yotpo & Okendo that do not allow customers to edit, update or delete reviews.

To get started with Junip, create an account: https://admin.juniphq.com/login/create

*"it's awful" was later updated to "it's the end of the world" in this retelling from Jason Fried, which further popularized the concept.

Reviews can help you understand trends across products, how your customers are engaging with your brand & ultimately enable you to make better decisions about your business. Junip's Analytics Engine helps you understand your reviews & how to gather more of them.

Within Analytics you’re able to immediately see an overview of key data such as submission rate, top reviewed products & media collected over time. You’re able to easily adjust the time period over which to view the data, drill down to see analytics on a specific product vs your whole catalog as well as choose to add a comparison period to put the data in context.

Detailed reports

Reports give more insights into three key sets of metrics: ratings collected over time, ratings by product, submission rate over time

You can export any of these reports if you need to do further analysis in an internal tool or spreadsheet. Use Analytics in your Junip Admin today.