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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 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.

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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, feedback from individual customers is rarely considered during the 1 to 2 months between the start of the survey and the completion of aggregation and analysis. However, the opportunities lost during this period are significant. Particularly, neglecting to address negative feedback can lead to growing dissatisfaction and, in the worst-case scenario, an increased risk of losing customers. Conversely, by responding quickly, you can restore trust and dramatically improve customer satisfaction. Our researchers, who act as your partners, will carefully review feedback during the survey period and promptly report to you if immediate action is needed, supporting you in responding swiftly.

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