Case Study: The Snorkel Store achieves legendary customer experience and a 97 NPS with AskNicely

The Snorkel Store - Customer Case Study

The Snorkel Store is a Maui-based snorkel rental and retail business that set out to fix the typical “hit-or-miss” snorkel experience by focusing on cleanliness, custom-fitting gear, and personalized beach guidance. To capture how well their customer-first approach was working and surface ideas for improvement, The Snorkel Store uses AskNicely’s feedback platform, sending surveys roughly 12 days after a visit to collect thoughtful post-trip responses.

Using AskNicely’s survey cadence and feedback data, The Snorkel Store refined services like its Morning Report, personalized beach maps, and in-store custom fitting, and used insights to prioritize initiatives (for example, choosing not to switch to hotel delivery). The results are measurable: a 97 NPS, over 400 Yelp reviews averaging five stars, a Hall of Fame Service award, and five consecutive TripAdvisor Certificates of Excellence—clear indicators that AskNicely’s feedback program helped drive stronger retention and a consistently exceptional customer experience.

The Snorkel Store

Jeremy Steinman

Digital Director