Patch impact report 2021: customers

We strive to make gardening accessible to people of all levels of experience through the products we sell, the care advice we give and the content we share.

Our commitment to our customers

Engagement

Recognition

The world of plants can be daunting. An essential part of our brand has always been demystifying horticulture. Patch customers trust us to help them find the right plants for their home, deliver the highest quality product, and provide the clearest, most helpful care advice. We’ve always offered a 30-day returns window, to give customers the confidence that if anything goes wrong we’re here for them. 

Our plant doctors give customers someone to turn to whenever they need plant advice. In 2021 alone, our plant doctors helped over 12,000 customers diagnose problems with their plants, saving countless plants from being thrown away. In 2021, we launched Rewild, a place for us to share inspiring content and a huge library of care advice.

We are always listening to our customers. We regularly survey customers and act on feedback given. We have created feedback loops within the business so any issues are relayed to the right people and improvements can be made quickly. Our customers are our most valuable asset in improving the business. 

Feedback comes from many places, ranging from surveys to online reviews to social media. We currently have 279,000 followers on Instagram, with whom we share product news, care advice and plant inspiration. We’ve recently launched a Patch community, an open platform where customers can share ideas and views on our existing offering, as well as give their thoughts on future plans.

The investments we’ve made internally to engage with our customers have seen us reach the finals for both the UK Customer Satisfaction Awards and the Engage Media Awards, in the categories of Best Use of Customer Insight and Best Use of Voice of the Customer, respectively. We’re also finalists in the Best Customer Service Team category at Engage Media Awards (winner announcements pending).