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I am curious how you have used the information to change your product to reduce the churn? What are the results? How would you scale this if you had a larger cu
by gist 10y ago
I am curious how you have used the information to change your product to reduce the churn? What are the results? How would you scale this if you had a larger customer based?
(Separately I am always amazed at how larger companies do a lame attempt at the same thing by expecting me to fill out a long survey with simplistic categories after a luxury purchase where they could clearly afford to give the person touch and show actual interest in my answers).
- bduerst 10y agoI can't speak for them, but I've worked with exit survey data that has either confirmed what we knew about some market segments we weren't going after, or highlighted some unforeseen pain points in the product that we later scheduled to fix. And you're right - the longer the customer survey, the less genuine the company is in actually hearing what you have to say.