V-Dog Customer Experience Dashboard

April 13 – April 19, 2026 • Interactive Feedback Analysis

Customer Experience Overview

Analysis of 79 customer conversations from April 13 – April 19, 2026

📅 Week 16 of 2026

💎 RECORD WEEK — EVERY METRIC A NEW HIGH

CSAT 97.4%, NPS +90, average 4.87, 92% five-star rate — all new 7-week records. Linda's 18-year-old terrier on V-Dog for 10 years, Inae's dog's red-paw spots "just gone" on kibble alone, and Maddison's 10-year-olds still mistaken for puppies anchor the week.

⚠️ STOCK & DISCOUNT CLARITY STILL OPEN

A 3-star reports product "often out of stock and frustrating." Two separate customers flag the 30%-off-first-subscription policy as unclear or applied incorrectly. A cart/checkout price mismatch (~$75 cart → $103 checkout) also surfaced. 0 escalations — a first in the tracking period.

Conversations

-1 vs last week →

4.87

Avg Rating

+0.06 vs last week ↑

97.4%

CSAT Score

+1.2% vs last week ↑

+90

NPS Score

+3 vs last week ↑

Escalations

-1 vs last week ↓

🎯 Key Wins

18-year-old terrier on V-Dog 10 years: Linda — "that speaks for itself"
Red paw spots gone: Inae's dog had red spots on paws despite vitamins — switched only the kibble to V-Dog and "its just gone"
10-year-olds mistaken for puppies: Maddison's dogs — "get asked if they're puppies all the time even though they're 10"
12-year-old Great Dane / Bull Mastiff: Brianna's senior "has done well on this food most of his life"
Pricing praise: Jason specifically calls out "pricing that hasn't skyrocketed" as a reason to stay — rare positive on cost
Every metric at a 7-week high: CSAT 97.4%, NPS +90, avg 4.87, 92.3% five-star, 0 escalations

⚠️ Items to Monitor

Stock complaints return: Carla (3-star) — "The product is often out of stock and that has been very frustrating"
30%-off policy unclear (×2): Arielle expected the discount on her first wet-food order; another customer flags cart vs. checkout price mismatch (~$75 → $103)
Possible scam/SHOP confusion: 4-star customer received a post-confirmation SHOP screen saying order was NOT completed — wants team aware of possible lookalike phishing
Flavor variety: Ana — "I just wish there were different flavors"
0 escalations: First escalation-free week in the tracking period

✅ No Escalations This Week

No billing disputes, product defects, or service failures reached the escalation threshold. Continue monitoring the outstanding Vicki (Apr 8) case from the prior week for resolution status.

⭐ Rating Distribution (78 rated responses)

5 Stars

72 (92.3%)

4 Stars

4 (5.1%)

3 Stars

1 (1.3%)

2 Stars

0 (0.0%)

1 Star

1 (1.3%)

📈 Week-over-Week Trends (vs Apr 6 – Apr 12)

✅ Positives

★New all-time highs: CSAT 97.4% (+1.2), NPS +90 (+3), avg 4.87 (+0.06), 92.3% five-star
★Zero escalations: First clean week in the 7-week tracking period
★Longevity stories at record depth: 18-year terrier, 12-year Great Dane/Bull Mastiff, 10-year-olds mistaken for puppies
★Pricing praise (rare): Jason explicitly calls out that pricing "hasn't skyrocketed" — counter to the retention-risk signal from prior weeks
★New wet food well-received: Jasmine ordering cases of breath bones; Haley lists the new wet food among her favorites

⚠️ Watch Areas

→Stock issue resurfaces: "Often out of stock" complaint after 2 weeks of positive/neutral signal
→Discount policy confusion compounds: Two more customers this week misinterpret or have trouble applying the 30%-off-first-subscription offer (also surfaced in mar30_apr5)
→Checkout price mismatch: Cart ~$75 vs checkout $103 — customer says "I think I misunderstood something" (UX, not a bug necessarily)
→Possible SHOP phishing: Customer got a SHOP-branded screen after confirming V-Dog order that said order was NOT completed — worth investigating whether a lookalike/phish is targeting checkout traffic

💡 Key Insight

The best week on record across every dimension — and the first escalation-free week in the tracking period. 79 conversations delivered a 92.3% five-star rate, CSAT of 97.4%, NPS of +90, and an average rating of 4.87 — all new highs over the prior 6 weeks. Longevity stories hit new depth: Linda's 18-year-old terrier on V-Dog for 10 years, Brianna's 12-year-old Great Dane/Bull Mastiff, Maddison's 10-year-olds "mistaken for puppies," Stephani's 9+-year customer. Two health turnarounds stand out — Inae's dog with mysterious red paw spots cleared completely after switching only the kibble, and Kyndal's cedar-skin recovery continues as a theme across weeks. Notably, Jason explicitly praises pricing that "hasn't skyrocketed," a direct counter to the retention-risk signals from earlier weeks. The open items are narrower: Carla reports the product is "often out of stock" (worth checking which SKU), the 30%-off-first-subscription policy triggered two more confused customers, and a 4-star flags a SHOP-branded post-checkout screen that looked like a failed payment — worth investigating whether a phishing lookalike is intercepting V-Dog traffic post-confirmation.

💎 Customer Testimonials

20 notable testimonials from 72 five-star feedback responses

★★★★★

18-Year-Old Terrier, 10 Years on V-Dog

High Impact

"I've been feeding Vdog to my 18 year old terrier for about 10 years now, that speaks for itself."

Longevity / Senior

★★★★★

Red Paw Spots Disappeared — Only Kibble Changed

High Impact

"5!!!!!!!! My dog had some sort of red spots on his paws and we didn't change any but the kibble (which is V-dog) and its just gone! He was having all vitamins and stuff but it was still there. He is looking so shiny and healthy!"

Skin Resolution / Clean Attribution

★★★★★

10-Year-Olds Mistaken for Puppies

High Impact

"My dogs have had no health issues since starting v dog and we get asked if they're puppies all the time even though they're 10 years old."

Longevity / Multi-Dog

★★★★★

12-Year-Old Great Dane / Bull Mastiff

High Impact

"My senior dog has done well on this food most of his life and he's a 12 year old great Dane Bull Mastiff."

Giant Breed / Senior

★★★★★

8 Years of V-Dog, Sick Dog Healed

High Impact

"We have been using vdog for 8 years and love it. Helped my dog not be sick anymore. We love the mini bites, jerky, wiggle biscuits and now the new wet food. So thankful to find a dog food brand that works for my sensitive dog."

Sensitive Stomach / Multi-Year

★★★★★

9+ Years, 2 Dogs, Loves Everything

High Impact

"My girls have been on V-dog for at least nine years. They love the small bite kibble, they love the wiggle biscuits, the kind jerky and the breath bones. We wish y'all still had the soap. I have been very pleased with the ordering, subscription process, and quick shipping. I am always recommending V-dog to all my friends and family although some are still skeptical. The vet is always telling me how healthy they are."

Long-term / Vet Endorsement / Referrals

★★★★★

Pricing "Hasn't Skyrocketed" — Retention Positive

High Impact

"Prompt delivery, consistent responsiveness, consistent quality, pricing that hasn't skyrocketed, and above all cruelty-free kibble that helps to keep my dog a real handful."

Pricing Praise / Retention

★★★★★

Better Energy, Fur, and Breath

High Impact

"My dogs are thriving on V-Dog. Better energy, better fur, better breath. As a vegan I don't want to feed my dogs the bodies of other animals. So V-Dog supports my ethical standards too!"

Health Triad / Ethics

★★★★★

Louie's Jerky Ritual

Medium Impact

"I have been buying v-dog for years now. We are happy with the product. My dogs love the jerky snacks. My dog Louie will only come in if he can have one."

Jerky / Long-term

★★★★★

Healthy Skin & Coat, No Issues

Medium Impact

"Healthy skin and coat. No major issues with overall health or allergies."

Skin Health / Allergies

★★★★★

Healthy, No Smell, Good Gut Health

Medium Impact

"Healthy and no smell, good gut health."

Gut Health

★★★★★

Top-Notch Customer Service

Medium Impact

"The food delivers fast, my dogs love it, and the customer service is top notch."

Service

★★★★★

Fast Service & Subscription Deal

Medium Impact

"So far it has been amazing. Fast service, amazing subscription deal, and our cases of breath bones already arrives this Friday."

New Customer / Subscription

★★★★★

Healthy on V-Dog

Medium Impact

"I love how my dogs are so healthy on this food."

Health

★★★★★

Whole-Household Vegan, Pup Loves V-Dog

Medium Impact

"We are a vegan household. and our pooch loves V-Dog!"

Vegan Family

★★★★★

8 Months In — Lower Environmental Impact

Medium Impact

"Both of my dogs have been enjoying your food for the last 8 months or so and I feel good knowing that their food has a lower environmental impact and doesn't contribute to animal exploitation in the meat and dairy industries."

Sustainability / Ethics

★★★★★

Long-Time Recommender

Medium Impact

"Long time customer and always highly recommended your product any chance I get."

Referral

★★★★★

4 Dogs, All Excited for Food

Medium Impact

"We have 4 dogs, they all eat v dog and love it. This is a video of one of our pups, she always gets excited for food. She does this before any meal, but didn't start until we started feeding v dog."

Multi-Dog / Enthusiasm

★★★★★

Boston Terrier — No Tartar, No Bad Breath

Medium Impact

"Our Red Boston Terrier is vegan and loves V Dog kibble. He is 10 years old and has no tartar on his teeth, no bad breath, and no cataracts."

Dental / Senior

★★★★★

Happy Vegan Dog — No Complaints

Medium Impact

"Always easy. No complaints. Happy vegan dog."

Simplicity

✅ 0 Escalations This Week

First escalation-free week in the 7-week tracking period. Continue monitoring the outstanding Vicki billing dispute from Apr 8 for resolution status.

💬 Customer Feedback (6 items)

Product "Often Out of Stock" — Stock Issue Returns

1 customer mention (★★★)

High Priority

Inventory

"The product is often out of stock and that has been very frustrating."

Recommended Action: Stock complaints re-emerged after a quieter 2 weeks. Identify which SKU Carla was trying to buy (likely Happy Harvest or a wet food variant) and verify current inventory levels. Consider a "notify me when available" signup on out-of-stock product pages.

Possible SHOP Phishing / Lookalike After Checkout

1 customer mention (★★★★)

Critical Priority

Security / Trust

"Ordering was simple and completed easily however I feel you should know that you may be getting scammed. I completed my order and got confirmation from you. I then got a screen from SHOP saying my order had not been completed."

Recommended Action: Investigate urgently. If Shopify's SHOP app is legitimately surfacing a "not completed" state after a successful V-Dog confirmation, that is a UX trust issue. If it's a phishing lookalike intercepting checkout traffic, it's a security incident. Get this customer's transaction details and trace the post-confirmation flow.

30%-Off Subscription — Didn't Apply

1 customer mention (★★★★)

High Priority

Pricing / Policy

"We used to get a vdog kibble subscription, and 3 free cans of the wet food would come every once in a while. My dog likes that as a topper, and while we have switched off of vdog kibble for now, I went ahead and ordered a case of the wet food. I thought I was getting 30% off the first subscription order, but then it went away when I checked out. Guessing because it wasn't my 'first of all time'."

Recommended Action: Same policy-interpretation issue as in mar30_apr5. Customers consistently expect "first subscription" to mean first subscription for each product line — not first-ever across their account. Either update copy to "first-ever subscription only" or consider expanding the discount to first subscription per product to reduce bounce at checkout.

Cart / Checkout Price Mismatch

1 customer mention (★★★★★)

High Priority

Checkout UX

"I like the buy in bulk option. It was a little strange that the price in cart and the price in checkout were different though. Price in cart was $75ish dollars but I paid $103 total. I think I misunderstood something. But the quality of the food is great and the delivery is fast."

Recommended Action: ~$28 jump between cart and checkout (likely shipping + tax). Show an estimated-total breakdown in the cart (subtotal / est. shipping / est. tax) before checkout to reduce surprise — the customer self-forgave but this pattern drives abandonment for less patient buyers.

Flavor Variety — GSDs Want More

1 customer mention (★★★★★)

Medium Priority

Product Development

"My dogs love the food. They have no issues, and they are both GSDs. I just wish there were different flavors."

Recommended Action: Third consecutive week with a flavor-variety request. Pattern is strong enough to warrant a roadmap commitment — even a limited-run kibble flavor would signal investment.

"Not Cheap" — He Eats a Lot

1 customer mention (★★★★★)

Medium Priority

Pricing

"My dog likes the food, I add carrots and apples to it. It's not cheap tho and he eats a lot."

Recommended Action: Large-breed / high-consumption pricing friction continues. Tie-in with the prior week's 40–50 lb bag request — the same segment would benefit. Note: this week also brought Jason's explicit pricing-stability praise, so the pricing signal is mixed, not one-sided.

Data from 79 customer conversations • April 13 – April 19, 2026