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Customers say they love it, but never buy again?

Customers won't tell you unless someone asks again

Your customers already know the answer, but the first thing they say is usually just polite. UNFLD talks with your customers for you, and asks again until it knows why.

See what asking again findsStart planning free
An online dessert shop · made-up example
You

How were the desserts?

Customer

Delicious!

Most conversations end here.

1 · Why customers don't tell the truth

The first answer is usually just being nice

Customers aren't lying. We all answer like this when we don't want to hurt someone.

Delicious!It's OKNothing really
2 · Customers who stop buying

They said it was delicious, then never ordered again

Sales show they've gone, but not why. So you think about a new dessert to bring them back.

🍰Jan🍰Feb🍰MarAprMayJun
3 · How to ask customers

The real story is in the next question

Ask about the last time it really happened, and the real reason usually follows.

Follow-upHow was your last order?

Delicious, but it came a bit late. I ordered it for a birthday party and it arrived after we'd cut the cake.

it came a bit late

4 · Summing up customer conversations

One person isn't enough

Listen to many people and see what repeats. What repeats may not be what you expected.

What you plannedA new dessert
What customers talked aboutLate deliveries
What we heardThree people who stopped ordering talked about deliveries that came too late“It came a bit late. It arrived after we'd cut the cake.”Person 2 · minute 3“I ordered in the morning and by three it still hadn't come, so I bought from the shop next door.”Person 5 · minute 2“The desserts are good, but I don't dare order for parties any more. I'm afraid it won't make it.”Person 7 · minute 4

What we think it means Delivery time may matter more than a new dessert. Talk to people who still order, to see if they've had the same.

But who has time to ask everyone, one by one?

UNFLD asks again for you

It talks with your customers by voice, many at once, and sums it up in their own words. No research skills needed.

1

Say what you're deciding

What are you deciding?Should we add a new dessert?

One sentence is enough. UNFLD plans what you need to know and what to ask.

2

Send your customers one link

AI interviewerListening…

Customers tap the link and talk by voice on their own phone, whenever suits them, for about 15 minutes. If it opens inside a chat app, the page takes them to their phone's own browser. She says she's an AI from the start, and follows up when an answer doesn't say why yet.

3

Read what customers really said

What we heardThree people who stopped ordering talked about deliveries that came too late“It came a bit late. It arrived after we'd cut the cake.”Person 2 · minute 3

Every finding has real words behind it. Tap one to see which moment of the conversation it came from.

Packages start at ฿2,890 for 8 interviews · Plan for free, up to 5 plans a week. You buy a package before any customer can talk. See all prices

If customers didn't say it, we don't say it

Every finding comes from customers' real words. If the conversations can't answer something yet, we say so, and tell you who to talk to next.

Can't answer yetHow much more customers would pay for a custom cake

Nobody we talked to has ordered a custom cake, so their words can't answer this. Talk to people who have.

Want to know more?

Read about talking to customers

6 min read

How to ask customers so you get the truth, not politeness

Read more5 min read

Customers stopped buying: how to ask and get the real reason

Read more5 min read

Why you can't trust “Would you buy it?”

Read more5 min read

Survey or talking to customers: which to use when

Read more

Questions

What is a customer interview?

Talking with customers one at a time, asking about something that really happened to them, and following up until you know why. It isn't a survey: there are no boxes to tick, customers tell it in their own words. Most UX research starts here. How to ask

How is it different from a survey or looking at sales?

Numbers tell you what happened and how much. Talking tells you why, in the customer's own words. Use both. The difference

Does a small business really need this?

Not for everything. Use it for decisions that cost a lot of money or time if you get them wrong, and when you don't know why customers do what they do: a new product, a price change, regulars who disappeared.

Do customers know they're talking to an AI?

Always. She says she's an AI at the start of every conversation.

How many customers do I need to start?

Start with the customers you can reach. You don't need many. More important than the number is talking to the right people. How many is enough

Can UNFLD tell me what percentage of customers think this?

No. A few conversations tell you why people do what they do, not what percentage of all your customers think the same. We won't make it look like they can.

Will my customers really talk?

Customers tap a link and talk on their own phone, whenever suits them, for about 15 minutes. You send the link the way you already reach them. If it opens inside a chat app, the page takes them to their phone's own browser. Whether you thank them, and how, is your choice.

How much does it cost?

Packages start at ฿2,890 for 8 interviews. One interview is one customer, up to 15 minutes; a 30-minute conversation uses 2. You're charged only when an interview really happens. Planning is free, up to 5 plans a week, but you buy a package before any customer can talk. See all prices

What are you deciding?

Tell us, and UNFLD will talk to your customers to find out why.

Afternoon promo, or open later?Start
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  • No research skills needed