Understand Why They Leave

Exit research and behavioral analysis to stop churn at its source.

The Problem

Your churn rate is climbing or your win rate is dropping. You see the numbers but not the reasons behind them.

Customers leave and you don't know why. Exit surveys get ignored. Support tickets tell you what broke, not what drove the decision. By the time someone cancels, they are already gone. You need to understand the journey to churn before it ends.

The Solution

We combine exit interviews with behavioral pattern analysis. We talk to customers who left, customers who almost left, and deals you lost. We identify friction points in the user journey that predict attrition — before it becomes a trend.

A churn map with identified drivers, early-warning indicators, and concrete retention strategies.

What You'll Achieve

Evidence-backed strategic recommendations
Clear understanding of customer needs and market dynamics
De-risked decision-making for leadership
Actionable insights with prioritized next steps

StrategyPerfect for Management / Strategy

What You Get

Exit Interview Protocols

Structured conversations with churned customers to uncover the real reasons behind their departure.

Behavioral Cohort Analysis

Identify usage patterns that distinguish churning users from retained users before they leave.

Churn Predictor Identification

Pinpoint the friction points, feature gaps, and experience breakdowns that drive attrition.

How It Works

STEP 1

Scope

Define churn segments, identify interview candidates, and set analysis parameters.

STEP 2

Interview

Conduct exit and near-churn interviews to surface qualitative drivers.

STEP 3

Analyze

Map behavioral patterns against churn data and identify predictive signals.

STEP 4

Deliver

Churn driver report with retention strategy and early-warning framework.

Tailored to Your Needs

Every project is different. Let's discuss your specific requirements and create a custom proposal.

Book a Discovery Call

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What Our Clients Say

Real feedback from teams we've worked with

The user research that was done by Marc and his team was the best investment we made! The comprehensive insights we got from it have helped us sharpen our product and even break some of our assumptions. This way, we could launch an MVP that is really focused on our users' core needs and bring real value with our product. User research is so crucial and the early on you do it, it saves so much production and marketing costs down the road. In short, highly recommended!!

Inbar Fruchsad Weil

Venture Builder

Mavie Next

Busch Labs/RUF have been an amazing partner for my team and THQ Nordic when it comes to qualitative studies for our video game projects. We were struggling to find partners that were able to adapt to our rapidly changing requirements and short timelines, but Busch Labs continuously went above and beyond our expectations. This is true for recruiting, play sessions, as well as reporting. On top of that, they also helped us strengthen our own internal knowledge and processes when it comes to UX. Marc and his team are very unique, and I strongly recommend them to anybody who has UX-related needs.

Frank Kofler

QA & UX Manager

Working with Busch Labs on usability research for our mobile inspection solution was extremely valuable. The user testing helped us identify key improvements and simplify the guidance, making the overall experience much more intuitive. We also saw a clear improvement in performance, as users now better understand how to use the solution as intended. Marc was great to work with! Very responsive, flexible to our needs, and able to recruit the right users for our specific use case.

Lucie Papelier

Product Manager