NPS tells you a score. CSAT tells you a mood. Synfia tells you the reasoning behind the behaviour.
The reason behind every move in NPS and CSAT.
Customers answer right at the critical touchpoint, not weeks later.
Customers speak in their own language.
Analytics show the drop-off. CRM shows the churn. Surveys return a satisfaction score that has been within the same three points for two years. The organization keeps optimizing what it can measure and misses what it cannot.
The reasoning customers give in a free-text box is shorter than the reasons they give in a conversation. Interviews reach but a few dozen customers, not thousands. Quantitative and qualitative research live in different teams, on different timelines.
Product development invests in features customers accept but never asked for.
Retention teams retain the customers they can reach, not the ones about to leave.
Positioning slides away from what customers actually value.
„NPS tells you whether customers recommend you. It never tells you which version of you they recommend."
The number was 42 last quarter, 38 this quarter. Analytics delivers cohorts, product builds hypotheses, sales collects anecdotes. No one can say which of the four plausible reasons is actually the reason.
Two quarters later it's clear: the expensive feature was not the problem. The onboarding step in week two was. In the meantime, good accounts churned quietly and a competitor picked up your argument.
Structured, AI-led interviews along your segments. You hear the real reasoning behind churn, expansion and referral — segmented, quotable, in weeks instead of quarters.
YOUR ADVANTAGE — You see the real motives and can make the right decisions. If you reduce churn by even one percentage point with clear understanding, it flows straight into recurring revenue — at €50M ARR that's €500K per year, every year.
Synfia runs AI-led interviews with your customers — at onboarding, after a critical touchpoint, when usage drops, before renewal. We synthesize every conversation into structured, comparable findings your teams can act on.
Think back to your last online purchase — what convinced you, what got in the way, what you would do differently next time. In a few minutes you will see how Synfia uncovers the 'why' behind an everyday decision — well beyond a star rating.
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Know why NPS or CSAT moved, not just that it moved.
Weight product bets against evidence from the customers you serve.
Intervene while the customer still tells you why they might leave.
Give product, marketing, and service one shared customer truth.
„We stopped guessing between two roadmap directions. Customers told us — in their own words, at scale."
Chief Product Officer, B2B SaaS
In a 30-minute conversation with one of our experts, we look at your specific use case together and show where structured listening could improve the next decision on your agenda.