Muddy Puddles Case Study

<!doctype html><html lang="en-gb"><head> <meta charset="utf-8"> <title>Muddy Puddles Case Study | Feefo</title> <link rel="alternate" href="https://business.feefo.com/customer-stories/muddy-puddles" hreflang="x-default"> <link rel="shortcut icon" href="https://business.feefo.com/hubfs/FaviconQuoteMark-01.png"> <meta name="description" content="Read how Muddy Puddles increased click-through rate by 300% using business insights from Feefo's review management platform."> <link href="https://unpkg.com/aos@2.3.4/dist/aos.css" rel="stylesheet"> <meta name="viewport" content="width=device-width, initial-scale=1"> <script src="/hs/hsstatic/jquery-libs/static-1.4/jquery/jquery-1.11.2.js"></script> <script src="/hs/hsstatic/jquery-libs/static-1.4/jquery-migrate/jquery-migrate-1.2.1.js"></script> <script>hsjQuery = window['jQuery'];</script> <meta property="og:description" content="Read how Muddy Puddles increased click-through rate by 300% using business insights from Feefo's review management platform."> <meta property="og:title" content="Muddy Puddles Case Study | Feefo"> <meta name="twitter:description" content="Read how Muddy Puddles increased click-through rate by 300% using business insights from Feefo's review management platform."> <meta name="twitter:title" content="Muddy Puddles Case Study | Feefo"> <style> a.cta_button{-moz-box-sizing:content-box !important;-webkit-box-sizing:content-box !important;box-sizing:content-box !important;vertical-align:middle}.hs-breadcrumb-menu{list-style-type:none;margin:0px 0px 0px 0px;padding:0px 0px 0px 0px}.hs-breadcrumb-menu-item{float:left;padding:10px 0px 10px 10px}.hs-breadcrumb-menu-divider:before{content:'›';padding-left:10px}.hs-featured-image-link{border:0}.hs-featured-image{float:right;margin:0 0 20px 20px;max-width:50%}@media (max-width: 568px){.hs-featured-image{float:none;margin:0;width:100%;max-width:100%}}.hs-screen-reader-text{clip:rect(1px, 1px, 1px, 1px);height:1px;overflow:hidden;position:absolute !important;width:1px} </style> <link rel="stylesheet" href="https://business.feefo.com/hs-fs/hub/5707407/hub_generated/template_assets/164747234687/1727791901161/saas-elements-child-feefo/css/main.css"> <link rel="stylesheet" href="https://business.feefo.com/hs-fs/hub/5707407/hub_generated/template_assets/164747372065/1727791893579/saas-elements-child-feefo/css/theme-overrides.min.css"> <link rel="stylesheet" href="https://business.feefo.com/hs-fs/hub/5707407/hub_generated/template_assets/164968090534/1727185252412/saas-elements-child-feefo/child.min.css"> <link rel="stylesheet" href="https://business.feefo.com/hs-fs/hub/5707407/hub_generated/module_assets/164746605448/1713368219759/module_164746605448_SaaS_-_Menu.min.css"> <style> .custom-button__div__menu { margin-top: 20vh; 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id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">Muddy Puddles increase click-through rate by 300%</span></a></li> </ol> </nav> </div> </section> <div id="hs_cos_wrapper_divider_2" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <hr></div> <main id="main-content" class="body-container-wrapper feefo-blog-post-v1"> <div class="body-container body-container--blog-index"> <div class="customer-stories-header-wrapper"> <div class="customer-stories-container"> <div id="hs_cos_wrapper_blog_post_audio" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><link rel="stylesheet" href="https://39666904.fs1.hubspotusercontent-na1.net/hubfs/39666904/raw_assets/media-default-modules/master/406/js_client_assets/assets/TrackPlayAnalytics-Cm48oVxd.css"> <link rel="stylesheet" href="https://39666904.fs1.hubspotusercontent-na1.net/hubfs/39666904/raw_assets/media-default-modules/master/406/js_client_assets/assets/Tooltip-DkS5dgLo.css"> <script type="text/javascript"> window.__hsEnvConfig = {"portalID":5707407,"hublet":"na1","hsEnv":"prod","hsDeployed":true,"hsJSRGates":["CMS:JSRenderer:SeparateIslandRenderOption","CMS:JSRenderer:GraphQLQueryBuild","CMS:JSRenderer:MinifyCSS","CMS:JSRenderer:GetServerSideProps","Jsr:DeployLambdasViaCommonAwsAccount","CMS:JSRenderer:LocalProxySchemaVersion1","CMS:JSRenderer:SharedDeps"]}; window.__hsServerPageUrl = "https:\u002F\u002Fbusiness.feefo.com\u002Fcustomer-stories\u002Fmuddy-puddles"; window.__hsBasePath = "\u002Fcustomer-stories\u002Fmuddy-puddles"; </script> </div> <div class="customer-stories-flex"> <div class="customer-stories-col"> <h1 class="elements--post--blog__title"><span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">Muddy Puddles increase click-through rate by 300%</span></h1> </div> <div class="customer-stories-col"> <img class="elements--post--blog__image" src="https://business.feefo.com/hubfs/Imported_Blog_Media/MuddyPuddle-1.jpg" loading="lazy" alt=""> </div> </div> </div> </div> <section class="content-wrapper"> <div class="container-fluid elements--post2--blog--main__content"> <div class="row-fluid-wrapper"> <div class="row-fluid"> <div class="span12 widget-span widget-type-cell " style="" data-widget-type="cell" data-x="0" data-w="10"> <article> <div class="elements--post2--blog--body"> <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><div class="sc-c8027c7d-0 wZvzI"> <div class="Grid-feefo-ui__sc-1j1e3zr-0 GridContainer-feefo-ui__sc-1wweixc-0 kjHKLB sc-c8027c7d-1 cGzkcD"> <div class="Row-feefo-ui__sc-1j1e3zr-1 RowContainer-feefo-ui__sc-1wweixc-1 cgXKlN jzDiJE"> <div class="Col-feefo-ui__sc-1j1e3zr-2 ColContainer-feefo-ui__sc-1wweixc-2 dlwaWP"> <div class="ImageContainer-feefo-ui__sc-1wweixc-3 fcwKGw"><img src="https://business.feefo.com/hubfs/Imported_Blog_Media/Muddy_Puddles-min.png" alt="Muddy_Puddles-min.png" class="Media-feefo-ui__sc-1wweixc-4 gheFFR"></div> </div> </div> </div> </div>  <div class="sc-79315a35-0 dkAxVQ"> <div class="RichTextContainer-feefo-ui__sc-rpiejy-0 gmGOSx sc-79315a35-1 czSTPy"> <p><span><span>Muddy Puddles is a leading online retailer of children’s waterproof clothing, supplying waterproofs to parents</span><span>, </span><span>schools and nurseries. The company sought a way to better understand </span><span>its</span><span> customers, </span><span>enhance </span><span>its </span><span>offering and improve customer retention. </span><span>After enlisting </span><span>Feefo</span><span> to achieve this, Muddy Puddles </span><span>enjoyed </span><span>the following results:</span></span><span> </span></p> <ul> <li><span>300% increase in click-through rates</span></li> <li><span>14% increase in on-site conversion rates</span></li> <li><span>New product development</span></li> <li><span>Gained Seller Ratings on paid ads.</span></li> </ul> <p><span>Read this case study to find out how.</span><span> </span></p> <h2><span>Introduction</span><span> </span></h2> <p><span><span>Established in 1995 by Susie Cullen, Muddy Puddles is a leading online retailer of children’s waterproof clothing. An advocate of children exploring the outdoors, whatever the weather, Muddy Puddles supplies </span><span>waterproofs</span><span> to thousands of parents and more than 1</span><span>,</span><span>000 schools and nurseries.</span></span><span> </span></p> <h2><span>The challenge</span><span> </span></h2> <p><span>Muddy Puddles’ challenge was two-fold. The company sought a way to better understand customer opinion to improve its products and service, while simultaneously improving customer acquisition. </span><span> </span></p> <p><span><span>In terms of customer opinion, Muddy Puddles was interested in what product features customers liked, what new features customers would like to see introduced, and what could be improved, both from a </span><span>product</span><span> and service perspective.</span></span><span> </span></p> <p><span>By improving these aspects, Muddy Puddles aimed to enhance trust within its brand and increase consumer confidence, drive more repeat traffic to the website and boost online conversions.</span><span> </span><span></span><span></span></p> <h2><span>The solution</span><span> </span></h2> <p><span>Peer-to-peer reviews and word-of-mouth are key levers in the children’s retail market for increasing brand awareness, gaining new customers and building trust. </span><span> </span></p> <p><span><span>Feefo</span><span> used its invite-only platform to ask genuine customers of Muddy Puddles to rate and review both its service and products. </span></span><span> </span></p> <p><span><span>The company added this f</span><span>eedback </span><span>to its website and used it in </span><span>multiple ways to build trust, increase traffic and boost sales. The </span><span>Feefo</span><span> reporting suite also gave Muddy Puddles richer insights into what its</span><span> </span><span>customers were saying about both </span><span>its </span><span>service and individual products.</span></span><span> </span></p> </div> </div> <div class="sc-6fa71025-0 kHRfEz"> <div class="sc-11cfca73-0 eWCewJ"> <div class="Grid-feefo-ui__sc-1j1e3zr-0 kjHKLB sc-11cfca73-1 gcBiUt"> <div class="Row-feefo-ui__sc-1j1e3zr-1 RowContainer-feefo-ui__sc-1vdxh5q-0 cgXKlN fOSrTw RowContainer"> <div data-aqa-id="quote-image" class="Col-feefo-ui__sc-1j1e3zr-2 ImageColumn-feefo-ui__sc-1vdxh5q-1 dlwaWP hdleXd"> <div class="IconWrapperContainer-feefo-ui__sc-13vzm5b-0 hxsBgJ"><svg width="1em" height="1em" viewbox="0 0 72 64" fill="none" xmlns="http://www.w3.org/2000/svg" role="img"> <g clip-path="url(#quote-mark_svg__a)"> <path fill="#fff" d="M0 0h72v64H0z"></path> <path d="m0 0 .006 32H32L0 0Z" fill="url(#quote-mark_svg__b)"></path> <path d="m0 32 .006 32H32L0 32Z" fill="#0B06F9"></path> <path d="m32 64-.006-32H0l32 32Z" fill="#4F4CFA"></path> <path d="m36 32 .006 32H68L36 32Z" fill="#0B06F9"></path> <path d="m68 64-.006-32H36l32 32Z" fill="#4F4CFA"></path> <path d="m36 0 .006 32H68L36 0Z" fill="url(#quote-mark_svg__c)"></path> </g> <defs> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <path fill="#fff" d="M0 0h72v64H0z"></path> </defs> </svg></div> </div> <div data-aqa-id="quote-text" class="Col-feefo-ui__sc-1j1e3zr-2 TextColumn-feefo-ui__sc-1vdxh5q-2 dlwaWP gtLqQg"> <h4 class="QuoteContainer-feefo-ui__sc-1vdxh5q-3 kwEhbR">“Muddy Puddles is a great example of a brand who truly utilises customer feedback. By showcasing its star rating across organic and paid ads, on its website and displaying individual product reviews, the company gives customers the confidence to make a purchase.”</h4> <p class="NameContainer-feefo-ui__sc-1vdxh5q-4 nOnMs">Ben Clarke-Smith</p> <p class="StatusContainer-feefo-ui__sc-1vdxh5q-5 cmfrcp">Head of Customer Success, Feefo</p> </div> </div> </div> </div> </div> <div class="sc-79315a35-0 dkAxVQ"> <div class="RichTextContainer-feefo-ui__sc-rpiejy-0 gmGOSx sc-79315a35-1 czSTPy"> <h2><span><span>Understanding customer opinion</span></span><span> </span></h2> <p><span><span>Feefo’s</span><span> innovative reporting suite allowed Muddy Puddles to drill down into its data using insight tags and advanced filter options. This made it easy to understand and track what customers were saying. It also enabled Muddy Puddles to make confident operational and business decisions to improve both its product and service offering.</span></span><span> </span></p> <h2><span><span>Improving trust and customer acquisition</span></span><span> </span></h2> <p><span><span>Leveraging reviews and making them visible in search and on </span><span>the web</span><span>site was an important way to boost sales. </span></span><span> </span></p> <p><span><span>Working with a Google </span><span>Licensed</span><span> Content Partner in </span><span>Feefo</span><span>, Muddy Puddles demonstrated its fantastic star rating within both organic and paid search campaigns, providing a trust signal to new and existing </span><span>customers.</span></span><span> </span></p> <p><span><span>Feefo’s</span><span> simple JSON integration meant that </span><span>the company was able to place </span><span>product reviews on each product page. Displaying real product reviews helped to increase the confidence of new and existing customers with their decision</span><span>-</span><span>making at this stage of the customer journey.</span></span><span> </span></p> <h2><span><span>The results</span></span><span> </span></h2> </div> </div> <div class="sc-6fa71025-0 kHRfEz"> <div class="sc-11cfca73-0 eWCewJ"> <div class="Grid-feefo-ui__sc-1j1e3zr-0 kjHKLB sc-11cfca73-1 gcBiUt"> <div class="Row-feefo-ui__sc-1j1e3zr-1 RowContainer-feefo-ui__sc-1vdxh5q-0 cgXKlN fOSrTw RowContainer"> <div data-aqa-id="quote-image" class="Col-feefo-ui__sc-1j1e3zr-2 ImageColumn-feefo-ui__sc-1vdxh5q-1 dlwaWP hdleXd"> <div class="IconWrapperContainer-feefo-ui__sc-13vzm5b-0 hxsBgJ"><svg width="1em" height="1em" viewbox="0 0 72 64" fill="none" xmlns="http://www.w3.org/2000/svg" role="img"> <g clip-path="url(#quote-mark_svg__a)"> <path fill="#fff" d="M0 0h72v64H0z"></path> <path d="m0 0 .006 32H32L0 0Z" fill="url(#quote-mark_svg__b)"></path> <path d="m0 32 .006 32H32L0 32Z" fill="#0B06F9"></path> <path d="m32 64-.006-32H0l32 32Z" fill="#4F4CFA"></path> <path d="m36 32 .006 32H68L36 32Z" fill="#0B06F9"></path> <path d="m68 64-.006-32H36l32 32Z" fill="#4F4CFA"></path> <path d="m36 0 .006 32H68L36 0Z" fill="url(#quote-mark_svg__c)"></path> </g> <defs> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <stop stop-color="#4F4CFA"></stop> <stop offset="1" stop-color="#4F4CFA" stop-opacity="0"></stop> <path fill="#fff" d="M0 0h72v64H0z"></path> </defs> </svg></div> </div> <div data-aqa-id="quote-text" class="Col-feefo-ui__sc-1j1e3zr-2 TextColumn-feefo-ui__sc-1vdxh5q-2 dlwaWP gtLqQg"> <h4 class="QuoteContainer-feefo-ui__sc-1vdxh5q-3 kwEhbR">“We were blown away by the results we’ve seen after implementing Feefo. By giving our customers a voice, we’re able to make smarter decisions within the business. A 14% increase in conversion rate certainly shows that customers trust the reviews they are reading.”</h4> <p class="StatusContainer-feefo-ui__sc-1vdxh5q-5 cmfrcp">Digital Marketing Manager, Muddy Puddles</p> </div> </div> </div> </div> </div> <div class="sc-79315a35-0 dkAxVQ"> <div class="RichTextContainer-feefo-ui__sc-rpiejy-0 gmGOSx sc-79315a35-1 czSTPy"> <h2><span><span>Understanding customer </span><span>opinion</span></span><span> </span></h2> <p><span><span>C</span><span>ustomer insight powered by </span><span>Feefo’s</span><span> reporting suite allowed Muddy Puddles to make confident business and operational changes. </span></span><span> </span></p> <p><span><span>For example, </span><span>the company added </span><span>stirrups on waterproof trousers, which help keep wellies in place, after listening to genuine customer feedback. </span></span><span> </span></p> <p><span><span>To </span><span>collect</span><span> better quality feedback, Muddy Puddles also made the business decision to extend the sending of feedback requests by a few days</span><span>. This</span><span> gave customers more time to test their waterproofs in the rain, increasing the quality and quantity of responses.</span></span><span> </span></p> <h2><span><span>Improving trust and customer acquisition</span></span><span> </span></h2> <p><span><span>Muddy Puddles achieved a 4.8 out of 5 customer service rating, which </span><span>the company </span><span>displayed prominently on </span><span>its</span><span> website and in search. </span></span><span> </span></p> <p><span><span>As a result of working with a Google Licensed Content Partner, Muddy Puddles was able to showcase star ratings in its organic and paid search campaigns. </span><span>Over a two-year period, the company’s AdWords campaigns saw a 300% increase in CTRs. </span></span><span> </span></p> <p><span>Since integration, Muddy Puddles experienced a 14% increase in on-site conversion rates over a two-year period. This increase is thanks to both an increase in trusted quality traffic and displaying product reviews prominently next to the ‘Add to bag’ call to action.</span><span> </span></p> </div> </div> <div class="sc-cfe73926-0 iEzodX"> <div class="sc-9089ffd6-2 hvMNYA"> <section class="LayoutGridContainer-feefo-ui__sc-18xstex-2 hpKzNV"><a class="LinkButton-feefo-ui__sc-1pft5ie-0 iiCBcB StyledButton-feefo-ui__sc-18xstex-1 cmLNyq" href="https://www.feefo.com/uk/business/features"> <div class="ButtonSpace-feefo-ui__sc-1pft5ie-3 cuNuFS"> </div> </a></section> </div> </div></span> </div> </article> </div> </div> <div class="row-fluid-wrapper"> <div class="row-fluid"> <div class="span12 widget-span widget-type-cell elements--post--blog--author__container" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="cards__card elements--post2--blog--author__card"> <div class="row-fluid-wrapper"> <div class="row-fluid"> <div class="span4 widget-span widget-type-cell elements--post2--blog--card--author__image--container" data-widget-type="cell" data-x="0" data-w="4"> <a class="author-link" href="https://business.feefo.com/customer-stories/author/admin"> <img alt="Admin" class="elements--post2--blog--card--author__image" src="https://business.feefo.com/hubfs/2024%20Website%20Assets/Company%20Content%20Type/Refer%20a%20client%20assets/Over_6000_brands%20icon.svg"> </a> </div> <div class="span8 widget-span widget-type-cell" data-widget-type="cell" data-x="4" data-w="8"> <div class="elements--post--blog--card--author__display__name__social--container"> <a class="author-link" href="https://business.feefo.com/customer-stories/author/admin"> <h3 class="elements--post2--blog--card--author__display__name">Admin</h3> </a> </div> <p style="margin-bottom: 16px;">Founded in 2010, Feefo is a ratings and reviews platform that collects reliable and constructive reviews for thousands of clients worldwide. 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Muddy Puddles Case Study | Feefo