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
Across 2,160 AI-moderated interviews with CX professionals and their customers, User Intuition reveals the story behind every NPS, CSAT, and CES score. Each study interviews promoters, passives, and detractors with 5-7 levels of probing depth to surface the specific touchpoints, emotions, and expectations driving each rating. Each study costs approximately $20 per interview with results in 48-72 hours, compared to quarterly survey cycles that show scores moved without explaining why. Results include root cause analysis, journey-level friction maps, churn risk indicators, and prioritized CX recommendations with verbatim customer language that leadership teams can hear directly. Every conversation feeds a searchable intelligence hub where CX teams can query past findings across touchpoints, segments, and time periods — building compounding customer intelligence that gets sharper with every study and turns reactive score-watching into proactive experience management.
How Do CX Teams Uncover the Story Behind the Score?
Most CX teams know their scores are changing but can't explain why. They get dashboards full of NPS and CSAT trends — but the qualitative depth to turn a score into an action plan requires research cycles that don't fit quarterly review timelines.
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 Does User Intuition Reveal the Story Behind Every CX Score?
AI-moderated interviews probe 5-7 levels deep into why customers feel the way they do, turning NPS numbers into actionable root cause intelligence in 48-72 hours.
How do CX teams turn scores into actionable stories?
Each AI-moderated interview probes 5-7 levels deep into the touchpoints, emotions, and expectations behind every rating. You learn which experience failed, what the customer expected, and what would bring them back -- at $20 per interview.
How do CX teams follow up with every detractor at scale?
AI interviews run 24/7 with no capacity limit. Interview 200 detractors per month in 48-72 hours with consistent probing methodology, achieving 30-45% completion rates instead of the 5-12% your surveys get.
How do CX teams unify customer understanding across channels?
Every interview feeds a searchable intelligence hub that replaces siloed survey tools, call transcripts, and support tickets. Query across all CX studies to see the complete picture of why customers feel the way they do.
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.
How Does User Intuition Compare to NPS Surveys, CS Follow-Up Calls, and Focus Groups for CX Teams?
| Dimension | User Intuition | NPS/CSAT Surveys (Medallia / Qualtrics) | CS Team Follow-Up Calls | Focus Groups |
|---|---|---|---|---|
| Depth of Insight | 30+ min · 5-7 laddering levels per customer | 1-2 min surveys, shallow open-ends | Unstructured, varies by agent skill | 60-min sessions prone to groupthink |
| Time to Insights | 48-72 hours from launch to root cause analysis | Real-time scores, quarterly analysis cycles | Ongoing but no structured synthesis | 4-8 weeks including recruit and analysis |
| Cost per Study | From $200 ($20/interview) | $20K-$80K/year platform cost, shallow per-response depth | Hidden cost in CS team time diverted from support | $15K-$40K per project |
| Scale | Every detractor interviewed at depth | High volume, low depth per response | 10-20 callbacks per week max | 8-30 participants across groups |
| Response Rate | 30-45% completion rate | 5-12% survey response rate | Low — customers avoid callbacks | Recruited panel, not representative |
| Journey Coverage | Research at any touchpoint, any time | Post-interaction surveys only | Post-support interactions only | Single topic per session |
| Bias Control | Consistent AI moderation, non-leading methodology | Question design bias, response fatigue | Agent rapport bias, inconsistent probing | Moderator bias, dominant voices skew results |
| Knowledge Retention | Searchable Intelligence Hub across all CX studies | Dashboard scores without context | Notes in CRM, no cross-study search | Quarterly decks buried in shared drives |
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 Should You Use AI-Moderated Interviews for CX Research — and When Shouldn't You?
AI-moderated interviews deliver consistent, scalable CX research for the majority of customer understanding needs. Human moderation adds value in high-stakes relationship contexts.
AI-Moderated Interviews Are Best For
- 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 Other Methods When
- 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
Most CX teams use AI interviews for 80% of customer understanding research and reserve human moderation for VIP accounts and crisis response situations.
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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