BCS Survey (Beyond-CS Survey / Customer Reconnection Survey)
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 type of churn" refers to those who leave without expressing dissatisfaction. The BCS survey (Beyond-CS Survey) visualizes the "reasons for churn" that traditional customer satisfaction surveys could not capture. It is a new research approach that collects the voices of dormant and churned customers to lead to improvements and reconnections.
