Go beyond NPS — understand why customers feel that way
Your dashboards are full of scores. NPS is trending. CSAT dipped last quarter. But scores don't tell you what to do next. User Intuition runs AI-moderated interviews with your customers at scale — probing 5-7 levels deep into the reasons behind their ratings — so your CX team can act on evidence, not assumptions.
Detractors cite onboarding friction as #1 churn driver — not price as assumed...
Trusted by teams at
CX teams live inside quantitative dashboards — NPS, CSAT, CES — but these scores create a dangerous illusion of understanding. A detractor scores you a 3. Why? The score doesn't say. You send a follow-up survey. 8% respond. You read the open-ends. They're shallow. Meanwhile, churn continues and your journey maps are based on internal assumptions, not customer evidence. User Intuition runs AI-moderated interviews with your customers — promoters, passives, and detractors — probing 5-7 levels deep into the reasons behind their scores. In 48-72 hours, you know exactly why NPS moved, which touchpoints are failing, and what to fix first.
You have the score.
You don't have the story.
Quantitative CX metrics tell you something changed. They never tell you why — or what to do about it.
Scores Without Stories
NPS tells you a customer is unhappy. It doesn't tell you which touchpoint failed, what they expected, or what would bring them back. You're optimizing blind.
Survey Fatigue Kills Response Rates
Your post-interaction surveys get 5-12% response rates. The customers who do respond aren't representative. Your data skews toward the extremes.
Can't Follow Up on Detractors at Scale
You want to talk to every detractor. Your team can call 10 per week. You have 200 new detractors per month. The math doesn't work.
Journey Maps Based on Assumptions
Your customer journey map was built in a workshop. Internal stakeholders drew it. No customer was interviewed. It reflects your org chart, not the customer's experience.
No Voice-of-Customer at Key Touchpoints
You measure satisfaction at checkout but have no insight into discovery, consideration, or post-purchase. The moments that drive loyalty are unmeasured.
CX Data Lives in Silos
Survey results in one tool. Call transcripts in another. Support tickets in a third. No single view of why customers feel the way they do across channels.
How CX Teams use
User Intuition
NPS & CSAT Deep-Dive Research
Go beyond the score. Interview detractors, passives, and promoters to understand the reasons behind their ratings at scale.
Churn Analysis
Interview churned customers within days of cancellation. Understand the real reasons — not the dropdown menu excuse — they left.
Win-Loss Analysis
Understand why prospects chose you or a competitor. Surface the decision drivers that CRM data never captures.
Consumer Insights
Map unmet needs, purchase motivations, and brand perception across customer segments to inform CX strategy.
UX Research
Test digital experiences, app flows, and self-service tools with real customers. Identify friction points before they become churn drivers.
Brand Health Tracking
Monitor brand perception, trust, and emotional connection continuously. Detect shifts before they show up in NPS.
User Intuition vs.
traditional CX Teams tools
| Dimension | User Intuition | Traditional CX Measurement |
|---|---|---|
| Insight Depth | 30+ min · 5-7 laddering levels per customer | 1-2 min surveys, shallow open-ends |
| Response Rate | 30-45% completion rate | 5-12% survey response rate |
| Detractor Follow-Up | Every detractor interviewed at scale | 10-20 manual callbacks per week |
| Time to Insights | 48-72 hours | Quarterly reporting cycles |
| Cost per Interview | $20/interview | $500-$1,500 per moderated session |
| Journey Coverage | Research at any touchpoint, any time | Post-interaction surveys only |
| Knowledge Retention | Searchable Intelligence Hub | Quarterly decks buried in shared drives |
| Bias Risk | None — consistent AI moderation | Interviewer bias, leading questions |
From CX score to customer understanding
Define What You Need to Understand
Select the customer segment — detractors, churned users, recent purchasers — and define the touchpoint or experience you want to investigate. Our AI builds the interview guide to probe the drivers behind their behavior.
AI Interviews Your Customers
Each customer completes a 10-20 minute AI-moderated voice interview. The AI probes 5-7 levels deep — from initial reaction to underlying need — surfacing the motivations that surveys miss entirely.
Get Actionable CX Intelligence
Receive structured analysis with segment breakdowns, root cause mapping, and prioritized recommendations. Know exactly which touchpoints to fix and why — backed by customer verbatims your leadership team can hear.
Build Compounding Customer Knowledge
Every interview feeds a searchable intelligence hub. Track how customer sentiment evolves over time. Surface patterns across segments and touchpoints. New CX team members onboard by querying years of customer evidence.
"We tested three packaging concepts in 72 hours and discovered one design was perceived as cheaper than competitors — despite premium positioning. User Intuition saved us from a costly repositioning disaster before we went to production."
Eric O., COO, RudderStack
When AI Interviews Help CX Teams and When a Human Should Lead
AI-moderated interviews deliver consistent, scalable CX research — but some situations benefit from human moderation.
AI-Moderated Interviews Excel At
- Detractor and churned customer interviews at scale
- NPS and CSAT deep-dive research across segments
- Journey touchpoint research across the full lifecycle
- Continuous CX monitoring and tracking studies
- Multi-market CX research in 50+ languages
- Eliminating interviewer bias in sensitive feedback
Consider Human Moderation For
- VIP or strategic account deep-dives
- Crisis response interviews requiring real-time empathy
- Complex B2B relationship assessments with senior stakeholders
- Co-design sessions for new CX initiatives
- Highly emotional service recovery situations
- Executive stakeholder alignment workshops
Methodology refined through Fortune 500 consulting engagements.
Turn CX scores into
CX intelligence that compounds
In 48-72 hours, understand why customers feel the way they do. Every study builds a searchable knowledge base your CX team queries forever.
See how CX teams use AI interviews to go beyond NPS. We'll design a pilot around your most pressing CX question.
Interview 3 customers for free. Results in 48-72 hours. No contract required.
No contract · No retainers · Results in 48-72 hours
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