At-Risk Account Voice Check-In
A focused, 5-question check-in for accounts already flagged as at-risk by your CS team or health score. Get the emotional context behind the data.
Research Goal
Understand the emotional state and specific concerns of accounts flagged as at-risk, so CS can tailor intervention.
Objectives
- 1.Confirm or challenge the at-risk signal with emotional evidence
- 2.Identify the specific concern driving disengagement
- 3.Determine what action would most improve the relationship
Interview Questions
Voice-first questions following the Voice Question Blueprint: time anchor, one clear ask, neutral guardrail.
We appreciate you taking a few minutes. To start, how would you describe your experience with us over the past month? Just your honest impression.
Maps to: Confirm or challenge the at-risk signal with emotional evidence
Think about the last time something did not go as expected with our product or team. What happened?
Follow-up probe:
How did that make you feel about continuing with us?
Maps to: Identify the specific concern driving disengagement
If our team reached out to help with one specific thing this week, what would be most useful?
Maps to: Determine what action would most improve the relationship
When you think about the next 6 months, do you see yourself using the product more, less, or about the same? What is driving that?
Maps to: Confirm or challenge the at-risk signal with emotional evidence
Is there anything we have not asked about that you think we should know?
Maps to: Identify the specific concern driving disengagement
What to Look For in the Results
Accounts where the voice signal contradicts the health score (false positives or missed risks)
Specific, actionable requests vs. vague dissatisfaction
Energy and engagement level when discussing the future
Whether the participant sounds relieved to be asked, or indifferent
Ready to Run This Study?
Experience a voice interview yourself first. Talk to Emma for 3 minutes and see how it feels.
Start 3‑Minute Live Test Drive