About Partners Coffee

Partners Coffee is a New York-based specialty coffee brand with five retail locations and a thriving DTC community. Known for expertly sourced beans, vibrant packaging, and a deep commitment to craft, the brand has built a loyal following of coffee enthusiasts who expect both quality and a personal connection with the brands they buy from.

The Challenge

As Partners Coffee’s DTC community grew, so did the complexity of it. 

The team needed a structured way to hear from customers at scale — not just surface-level satisfaction scores, but real intelligence on product preferences, purchase behavior, brand perception, and competitive context. 

Running a meaningful annual survey without the right tooling meant either sacrificing depth, struggling to drive participation, or spending hours managing the logistics.

The Solution

For four consecutive years, Partners Coffee has used Okendo Surveys to run a 45-question End of Year Survey covering everything from roast preferences and brew methods to competitor purchasing and subscription intent — giving every department a data-driven foundation for the year ahead.

Okendo’s native discount code generation drives participation without any manual lift, while an open-ended closing question consistently delivers the richest insights of all: candid, paragraph-length responses that structured questions alone would never surface. Results go straight to department heads and are actioned within weeks.

Partners Coffee

On-site Survey

View the implementation

The Results

The annual Survey generated 568 responses at a 65% completion rate — strong engagement for a 45-question survey. 

The depth of data touched every part of the business:

• Product strategy: Survey responses directly informed sourcing decisions and new product development, giving the team a clear picture of what customers actually want.
• Marketing intelligence: Attribution data revealed exactly how customers discover Partners Coffee, allowing the team to invest with confidence in the channels that matter most.
• Subscription insights: Open feedback helped the team understand what’s driving — and what’s preventing — subscription adoption among their DTC base.
• Brand perception: Structured questions across pricing, quality, and loyalty gave leadership a reliable benchmark to track sentiment year over year.
• Qualitative depth: The open-ended final question generates hundreds of candid responses each year, surfacing friction points and brand love that no structured question could capture.

Key Takeaways

For DTC brands trying to make smarter decisions faster, Okendo Surveys replaces guesswork with a direct line to the people who know the brand best.

Partners Coffee’s annual survey is proof that a single, well-executed feedback touchpoint — built into the right platform — can shape product, marketing, and retention strategy all at once.

“Each year we run an annual survey of our DTC community to inform our New Year planning, and I can’t overstate how valuable this has become. A big round of applause to Okendo for building a survey product that integrates seamlessly with Shopify and makes incentivizing participation simple for both our customers and our CX team.”

Andrew Costaris
VP, Digital & Ecommerce, Partners Coffee