Firstly, welcome back!
Before I dive into your points, I will say I posted another update yesterday regarding the range just to so you can make sure you stay up to date. You can find that here
In terms of negative feedback, we look at lots of different metrics before we decide on this. The core one’s we look at are the following
- Repeat Rate (RR) - This measures how often you, our Hueligans, come back for more Huel products, whether it’s the same flavour, another flavour, or something totally different. It’s important because it helps us rank clearly which products are preferred and which are good gateways to other products.
- Net Promoter Score (NPS) - This metric asks how likely you are to recommend Huel to your friends and family. A high score from you means we’re doing things right and that you’re spreading the Huel love! It’s not directly product related, but we can draw correlations with the above metrics and products to help form a picture.
- Complaints - While they might seem like bad news, your complaints are golden opportunities for us to improve. We appreciate your feedback and aim to turn negatives into positives where possible.
These are all things we take into consideration before deciding to remove a product. That being said, there could be a time and space in the future where something like Mac & cheese or Carbonara is back! We’re working so hard on new and exciting things, up and coming, so who knows what we could see in the future 