When customers repeatedly buy the wrong product for a specific use case, it’s easy to blame the product itself.

But for Loop Earplugs, they discovered it wasn’t the product that was at fault—it was the messaging.

Through a post-purchase survey, they uncovered an unexpected insight: customers were purchasing earplugs meant for casual use, expecting them to perform well in noisy environments like gyms and concerts. The earplugs weren’t designed for that level of noise protection, leading to disappointing experiences for customers.

But instead of seeing this as a failure, Loop saw an opportunity for improvement.

They dug into the data, audited their product pages, quizzes, and website content, and updated their messaging to clarify the right use cases for each product.

The result? Fewer mismatched purchases, more satisfied customers, and a stronger connection between what they offered and what their customers truly needed.

It all started with one simple post-purchase survey question.

– Audited PDPs, quizzes, and website content 

– Updated messaging to make use cases clearer 

– Helped customers choose the right product from the start

And it all started with one post-purchase survey question.