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Last year's top request was something we'd been dying to deliver: new scents.
Before we launch this year's Keaper Survey, I wanted to look back at what you told us in 2024 and honestly assess where things stand. What did we accomplish? What's still in progress? What have we learned in the process?
Scents, scents, scents
With three and a half years gone since the launch of Canyons (coming back in August!), there was a rising clamor for new scents. We also heard requests for more ingredient transparency and loud calls for Wild Figs to return year-round. The survey made clear that while our decision to reduce our number of scents was understood, we would benefit from more choices.
I'm glad to report that this has been our area of greatest progress.
This year we were able to launch two new all-natural scents—Timur Moon and Terraces—as part of our complete shift to all-natural ingredients, with a third coming soon. Alongside this new approach came fully transparent, human-readable descriptions of every element (check the ingredients section on Timur Moon's details page as an example).
And we expanded our Signature Scents (available year-round for all) to include both Timur Moon and Wild Figs permanently.
Happy to be back! (Photo: Britt Smith)
Clarity and navigation
Customers old and new reported that it was difficult to figure out how to buy candles and what was available on our website. You asked for more reminders about current and upcoming Seasonal Scents as well as easier ways to adjust upcoming shipments.
Since that feedback, we have been able to overhaul our Home and Scents pages to make purchasing options and availability more obvious. We added subscriber emails on the first day of each month announcing new Seasonal Scents and mid-month mailers for what's next.
Subscription reminder emails now include quick actions to edit subscriptions directly, and these are getting heavy use.
In the works and on the horizon
Some areas require longer timelines. Here are some of the big feedback themes that are still firmly on our radar:
- Community resources: Backed by heavy demand, we launched a first version of a directory of independent businesses that Keapers love. We started with an IRL gift shop guide, which we’ll continue to expand, flesh out and share at key times of year (Psst... share with us your favorite IRL gift shop!).
- Packaging: We received a variety of great feedback about packaging. We have a first set of minor changes coming later this year, while bigger ones will take multiple years to fully launch.
- Subscriber portal: Subscriber portal improvements involve back-end complexities that aren't as straightforward as they appear. While we really want to improve this experience, you likely won't see major changes until next year. In the meantime, we're always available at thelab@keapcandles.com for assistance.
- Used glass returns: For those of you who have completed their collection of Schott-Zweisel glassware, we are still working on scaling up our in-house glass recycling systems in order to create an environmentally and financially viable returns program. However, realistically I don’t expect us to launch anything yet on this front in 2025.
This certainly doesn't cover all the feedback you gave us or all of the things we are working on, but hopefully it gives you a flavor.
How do you think we've done this past year?
And as we prepare this year's survey, let me know if there are any questions you would like us to ask our community!
Have a wonderful weekend,
— Harry from Keap, Steward-Owner