Pine Labs used SurveySensum to examine merchant experiences across onboarding, service and the wider relationship, according to the provider’s customer case.
The program combined ongoing digital feedback with periodic relationship surveys and research among merchants who had stopped using the service. Those methods addressed different questions: how a recent interaction went, how the relationship was developing and why a merchant left.
The account describes using the findings to identify changes in processes, product offerings and sales strategy. It also reports improvement in satisfaction and advocacy without supplying a numerical retention result.
For a business serving varied customer segments, the useful example is matching the research method to the decision. An immediate service issue and a reason for leaving require different follow-up.
SurveySensum helps organizations understand customer feedback and put it to work across the business.
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