Results of our 2025 Customer Survey

What You Told Us: Key Takeaways from the Highland Moss Customer Survey

At Highland Moss, we’re all about growing. That includes our plants, our community, and the way we do things. So earlier this year, we asked you to take part in a short survey to help us understand what matters most to you when shopping with us. And let’s not forget, congratulations to Cameron Mackay who won the £25 gift voucher!

With 95 responses, your feedback was incredibly valuable. Here’s what we learned.

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🪴 How You Found Us

• 31% of respondents found us through Google. A big thank you to those leaving lovely reviews.
• 23 people discovered us in person at our Aberdeen shop.
• 15 came through word of mouth. A friend’s recommendation still goes a long way.
• Instagram was mentioned several times as our main social media channel.

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🪴 What Attracted You to Highland Moss

We asked what drew you in and the love for houseplants came through loud and clear:

• 63% mentioned houseplants
• 42 said our moss products
• Rare and unusual plants, potting mixes, workshops, and plant care info were all common answers
• Affordable pricing and our relaxed atmosphere were also popular

It’s clear that plants bring people in, but it’s the experience and knowledge that keeps you coming back.

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🪴 Why You Shop With Us

You told us that Highland Moss stands out because:

• We’re a local, independent, family-run business
• The product range is unique and good quality
• The in-store experience feels welcoming and relaxed
• Noel the shop dog is a highlight for many visitors
• Our workshops and plant care advice make a big difference

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🪴 What Nearly Stopped You?

Most people said nothing at all, which is great to hear. A few noted:

• Uncertainty about pricing or product size
• Difficulty understanding care for specific products
• One or two mentioned slow page loading or missing filters

We’re already looking into those areas and have a few improvements lined up. In addition to our care guide section, mossbot and generator tool, we now have a dedicated space with a short FAQ and Care Guide on all relevant products. Plus lots more cool stuff to come!

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🪴 Website and Online Experience

• 95% said the site was easy to navigate
• Product photos and care guides got strong praise
• A few people suggested making care info and workshops easier to find
• Wishlist, favourites, and better filter options were all mentioned as useful features

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🪴 Product Quality and Delivery

• 53% said their order was better than expected
• Another 45% said it was exactly as expected
• Only 2 people said it was slightly below expectations

You also gave great feedback on how we package plants and keep them safe in transit.

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🐾 Noel: Shop Dog and Fan Favourite

We can’t ignore this one. Noel got multiple shout-outs across nearly every section of the survey. Visitors love seeing him in-store, and even online customers know him by name.

He’ll be making more appearances soon. Keep an eye out for “Noel’s Top Tips” on product pages.

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🪴 What You Want More Of

Here’s what you’d like to see:

• More plant care guides and videos
• New product notifications
• Gifting options
• Clearer delivery options and light level icons on product listings

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❤️ What You Said Meant the Most

You shared stories about your first visit, your children’s excitement, and the joy of finding the right plant. Many of you said the shop feels calm and welcoming. Others said you’ve never walked out empty-handed.

These comments mean the world to us. Here are a few more of our favourites.

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Thank You

Whether you’ve visited in person, placed an online order, or simply followed us on social media, we’re so grateful for your support.

Your feedback is already helping us make improvements across the site and in-store. We’ll keep listening and evolving, just like our little jungle.

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