Voice of Customer
We'll find out why customers buy, stay or leave.
- Interviews with churned and loyal customers
- Analysis of support tickets and feedback
- A map of critical experience moments
- A prioritised change plan
Timeline: from 4 weeks · confirmed at the call
When you need this
Churn is rising and the reasons are guesswork
You have an NPS score but no explanation
You need direction for service changes
Questions we'll answer
- What happened before the decision to leave
- Which promises didn't match the experience
- What keeps loyal customers with you
What you get
Reasons for churn by segment
The moments of experience that decide retention
Prioritised service changes
Process and timeline
We frame the decision you need to make
Intro call + research design
We build the right sample
Screening · recruiting · consent
We run the fieldwork
Field · notes · interim observations
We turn data into action
Report · joint session
Questions about this service
Usually 10–18 interviews per segment: enough for answers to start repeating. The exact number depends on how many roles take part in the decision — we'll work it out at the intro call.
Yes. Screening and recruiting are on us, including hard-to-reach B2B roles. If it's easier to use your own base, we'll work with it and bring in external recruiting only where needed.
First observations come during fieldwork, usually in week two. Full report and joint session — [to confirm]. We don't promise research in 24 hours: a good sample takes time.
Let's test the method on your question
At the intro call we'll tell you what the method will show — and what it won't.