Case Study: Soak.com achieves 15% fewer post-sale calls with SiteSpect

Soak.com Increases Post-Sale Customer Satisfaction

soak.com is a UK-based online bathroom retailer selling many high-value, large and fragile items that require delivery coordination. Because delivery communication is critical to customer satisfaction, the company sought to improve its post-purchase follow-up process without harming checkout conversions.

They A/B tested making the optional checkout phone-number field mandatory. Over a 16-day test with more than 28,000 users, conversions and revenue were unaffected despite a rise in field error messages, while post-sale customer calls fell by 15%—indicating better delivery communication, higher customer satisfaction, and lower post-purchase support costs.

Soak.com