How a Simple Thank You Card Doubled Customer Retention

In today’s competitive retail environment, stores are constantly looking for ways to stand out. One store discovered a secret weapon in customer retention on Snappy Shopper, by adding personalised thank you cards to every delivery order!

Nisa Local Hurst Green was able to double its customer retention rate in August 2024, simply by adding thank you cards to every order. This simple act of kindness, highlights the immense power community amongst local convenience stores.

The Results Were Immediate

The month that Nisa Local Hurst Green introduced the thank you cards, their store saw their customer retention rate double on Snappy Shopper deliveries. 

Delivery opens a new world of customer loyalty for convenience stores and the simple addition of a card made customers feel recognised, valued, and connected to the store they were ordering from.

Why Does This Work?

You might be wondering why something as simple as a thank you card would have such a profound impact on customer retention. 

When using a grocery delivery app, many customers' only interaction with the store is with the delivery driver. While this engagement is a great way for stores to connect with their customers, by adding a thank you card with every order, the store was able to add another important touch point. The thank you cards remind customers that they are supporting a real, local family business in their community and in turn, creates a sense of connection.

Why Other Stores Should Follow Suit

The simple act of adding thank you cards to delivery orders is a perfect example of how small gestures can lead to big results. For Nisa Local Hurst Green, the cards didn’t just double their customer retention—they helped build stronger, more meaningful relationships with their customers.

As other stores look for ways to increase loyalty, stand out from the competition, and create a lasting impression, they should consider this approach.