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"Why did customers, who were supposed to be satisfied, leave?" The answer may lie among those who "said nothing." The "silent dropout" who leaves without expressing dissatisfaction. The BCS survey (Beyond-CS Survey) visualizes the "reasons for dropout" that traditional customer satisfaction surveys could not capture. It is a new research approach that collects the voices of dormant and departing customers to lead to improvements and reconnections.

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An important point that is often overlooked in BtoB customer satisfaction surveys is "feedback response during the survey." In many cases, during the 1 to 2 months from the start of the survey until the aggregation and analysis are completed, feedback from individual customers is rarely considered. However, the opportunities lost during this period are significant. Particularly if negative feedback is neglected, dissatisfaction can grow, increasing the risk of losing customers in the worst-case scenario. Conversely, by responding quickly, trust can be restored, and customer satisfaction can be dramatically improved. Our researchers, who act as partners, will closely monitor feedback during the survey period and promptly report to your company if immediate action is needed, supporting swift responses.

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