Is customer satisfaction research insufficient? A new approach to addressing churned and dormant customers.
"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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basic information
The BCS survey (Beyond-CS survey) targets customers who have already stopped using a product or service, or who are in a dormant state, to explore: - Why did they stop using it? - Is there a possibility of future reuse?
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Applications/Examples of results
For more details, please refer to the linked page or contact us.
Company information
Our BtoB customer satisfaction survey service goes beyond mere data collection; we provide "co-support" that aligns with your business goals and connects to actual results. Our role is to work together with you to determine how your company should act based on the survey results and to support you in implementing effective improvement measures.
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