Swoveralls reduces return rate by 30% with Custom Questions

Leah Morassut -

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