Hot & Savoury update - Real talk

[Mark_Huel]

@evy

Just found out about these forums and registered solely for the purpose of begging Huel to bring back the Mac and cheese (pasta b. would be nice, too). So I’m delighted to see so many other Hueligans with the same complaint.

Welcome to the forum. Pasta bolognese will be returning, you can find all the deets here

@evy

I can quickly tell you that your data used in these decisions was off, at best.

Right, and can I ask why you believe our data to be off? We use so many different touchpoints when making a decision like this. I’m rehashing some of the data used previously but when we make a decision like this we look at lots of points but these being the main 3.

For the last year we’ve been looking hard at these metrics for H&S:

• 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 actually golden opportunities for us to improve. We appreciate your feedback and aim to turn negatives into positives where possible.

@evy

As a company explicitly offering only vegan goods, your ideal customer base for both marketing and research must be either vegan or those who consume vegan alternatives.

Huel is a vegan product, but we don’t market it specifically to vegans. Huel is for everyone.

@evy

did this data separate out the old version from the new?

We look at all the data, not just one specific point. We take into consideration the changes made. It’s worth noting that these decisions don’t just happen overnight. These are looked into, investigated, can we change this, can we do that - All sorts of conversations before we get to the point of a delist.

@evy

For my 10 year old son and I, the Mac and cheese was the only reason I purchase Huel meals at all. Yes, there are tons of different types and styles of vegan Mac and cheese today. But none of them are particularly nutritional in any way. Discovering Huel was vegan and that Huel had a Mac and cheese that was designed specifically with nutrition in mind made me unbelievably happy. That that same Mac and cheese turned out to be tasty was just a bonus! Now I could be comfortable in my son’s choice when he says he only wants Mac and cheese for dinner, knowing it will be nutritious as well as filling.

I am sorry that this is the case. Of course this is gone now but that being said, it doesn’t mean that this could be something we revisit in the future. One day we may hit the nail on the head and bring you the best Mac & cheeze possible but for now that’s not the case. We’re always working super hard behind the scenes to bring new flavors to the table so who knows what we could see next.