KatKin’s commitment to delivering fresh, personalized cat meals is backed by a continuous feedback loop from their customers, which has helped them improve everything from product offerings to customer retention. These lessons offer some valuable insights that you can bring into your own research practice.
Collecting continuous customer feedback to improve products One of the most valuable strategies KatKin has embraced is collecting feedback on an ongoing basis, rather than waiting for large research initiatives. With Wondering.com, they continuously gather insights from their customers as they interact with the product. This allows them to stay in tune with what’s working and what’s not, especially when it comes to things like portion sizes, ingredient preferences, or overall meal quality.
For your research practice, consider how you can implement a system of constant feedback. The goal here is not to overwhelm customers with questions but to identify critical touchpoints where their input can have the most impact. The closer your feedback loop is to real-time, the faster you can respond to what your users truly need.
Reducing time to insights with AI-powered research KatKin has also reduced the time it takes to gather and act on insights, thanks to AI-powered research through Wondering.com. This shift has allowed them to collect insights 3x faster than before, meaning they can adjust products much quicker. Speeding up this process has been key in their ability to iterate on their product offerings in near real-time.
In your own work, consider how much time is lost between gathering feedback and acting on it. AI-powered research tools can significantly cut down the time needed to analyze large sets of qualitative data. Faster insights mean you can make decisions and adjustments before a small issue grows into a bigger problem. Look for ways to automate parts of your research process, especially where it involves repetitive data collection and analysis.
Improving customer retention and experience What’s really interesting about KatKin’s use of Wondering.com is how it has directly impacted their customer retention. By acting on the insights they gather, KatKin has been able to increase their retention rate by 20%. This shows the power of continuously listening to customers and making meaningful changes based on their feedback. They’re not just solving one-off issues—they’re building trust and ensuring their service keeps improving for their customer base.
For product teams, improving retention often comes down to how well you understand your users’ ongoing needs. Customer feedback doesn’t just identify pain points; it shows you where you can delight them. The key takeaway here is that retention is often tied to how quickly you can implement customer feedback. What small but impactful changes could you make today to improve your product based on what your users are already telling you?
Scaling research efforts across teams Another great insight from KatKin’s experience is how they’ve scaled their research efforts across the company. Previously, research was centralized in one team. But now, with Wondering.com’s easy-to-use platform, teams across KatKin—from marketing to product development—can run their own research. This has doubled the amount of research they conduct, making it easier for everyone in the company to access the insights they need.
This is a great reminder that democratizing research within your organization can lead to better, faster decisions. By enabling more teams to conduct their own research, you’re scaling your ability to gather insights. You no longer have to wait for a central team to handle all the work. Instead, more departments can get the answers they need directly from customers. Ask yourself: how can you empower more people in your organization to engage with user research?
