Customers you can go back to
Every few months, banks, insurers, lenders and wealth managers ask their customers the same kinds of question. Why did people leave? Will a new letter make sense to someone who never saw the draft? Usually each question means finding new people and starting from scratch, so weeks pass before anyone hears a customer speak.
Survizo gives you a private online community of your own customers who agreed to hear from you again. You invite them once by email, or from your own WhatsApp Business number to people who have opted in. Next quarter, when the complaints letter needs testing, the same customers are still there. It carries your name and logo, so they know it is you asking.
Five questions your customers can answer
Why customers move their money, and why others stay put
Open a private discussion room for people who switched provider and another for people who stayed. Each group talks out of sight of the other. You read why they moved, in their own words, and ask the follow-up the same day. Then send a short survey to the whole community to see how common each reason is. Add a question they answer in their own words, and Survizo's AI groups the answers into the main themes, each with a short quote.
Whether a letter or a form makes sense
Show members the draft as an image they open full screen and zoom into. Ask them to tap the sentence that loses them, and a heat map shows where the taps gather. Then ask each member to record a short video saying what they think the letter wants them to do. The gap between what you wrote and what people understood is usually the thing to fix.
How a new app journey feels before it launches
Add a clickable mock-up of the new screens to your survey and let members try it. Survizo records each member's clicks and the screens they reach, so the screen where people get stuck stands out. Ask what they expected to happen next, and you learn why they stopped there.
Which benefits matter most to customers
Ask people to rate ten benefits and nearly all come back as important. Show members a few at a time instead, and ask which matters most and which least. After a few rounds, a clear order appears, from the benefit that wins customers to the one they barely notice.
How people feel after a change
When terms or a service change, put a poll in the community feed for a quick reading. The results move as votes come in. Then book a live interview with a few members to hear the detail. The interview runs in the browser, so nobody installs anything. If you record it, each member agrees to the recording before they join.
From first question to a report your board will read
Most of a project's time goes on finding people, then on writing up what they said for the board. With a community, your customers are already signed up and Survizo's AI drafts the report, so your team spends its time deciding what to do.
When the answers are in, Survizo builds the spreadsheet, the slide deck and the written report from the same numbers. The deck you take to the board matches the spreadsheet line for line. The report comes with a summary, findings backed by the numbers and recommended actions.
Survizo writes each customer's scores and answers to their existing contact in your CRM. Your relationship and product teams see what customers said, in the place they already look.
Consent and privacy your compliance team can check
Your members are your customers first, so Survizo protects them in five ways.
- Consent, word for word. Survizo keeps the exact words each member agreed to and the date they agreed, even if you change the wording later.
- Told plainly. Before they join, members are told that your team can see who gave each answer, and they are free to say no.
- Their data, on request. Members can download what the community holds about them, or ask for it to be erased. Before they confirm, they see what will be deleted, anonymised or kept.
- You decide who sees what. Colleagues and outside partners, such as your agency, see only the parts you open to them. A partner working with the results never sees a member's email address or national ID number.
- Private messages stay out of the analysis. Reports and AI summaries never use private messages or the complaints members send you.
Questions
Questions financial services teams ask
Can we show how each member's consent was collected?
Yes. Each member's record shows when they agreed and the exact wording of the notice they saw, and your administrator can open it at any time. Members and consent has the detail.
How do you handle our security review?
We answer every question in it. Everything is encrypted in transit and at rest, and our security and privacy page sets out what else we have in place and where your data is held. Bring your security team's questions to the call.
Can we keep customers of different products apart?
Yes. Run a separate community for each product or brand from one login. Each has its own web address, members, settings and look. A customer who joins two of your communities signs up to each one separately, and each community keeps its own record of them.
How do we pay for it?
As a subscription, or as a one-off project that runs one community for a set period. We quote both on the call. What you can use depends on your plan, and How plans work shows what each one includes.
Next up
Where to go next
See how a community helps you test new ideas, develop new products and improve customer experience, or browse other sectors.
The next step
Book a fit call.
Bring the letter or app screens you're working on to a thirty-minute call. We'll tell you whether a community can answer your question, and how soon you could start.