just finished a deep dive into some audit data and it is pretty eye-opening. most people think support tickets tell the whole story, but they rly only capture a tiny part of the actual struggle. gartner research shows that 96% of customers who deal w/ high-effort interactions end up leaving, while only 9% of those with low-effort ones stay loyal. it is basically
nothing way more dangerous than most teams realize.
the real revenue leak is happening in the silent exits . if u aren't looking beyond the tickets, u are missing the bulk of ur churn risk. does anyone else feel like their surveys are just the tip of the iceberg?
more here:
https://vwo.com/blog/voice-of-customer-audit/