How do customers join these conversations?

Through a link you send by email, after a support case, or straight from an NPS follow-up. They talk or type in their own language whenever it suits them, with no scheduling on either side.

What response rates should we expect compared to surveys?

A conversation invitation consistently outperforms a form, because people want to explain, not rate. Teams typically see several times their written-survey response rate, and each response carries minutes of context instead of one line.

How quickly can we act on what customers say?

Themes, sentiment, and quotable evidence are ready within 48 hours of the interviews, not at the end of a quarter. At-risk accounts surface while there is still time to save them.

Do customers have to talk, or can they type?

Their choice. Every interview link works as a voice conversation or a typed one, so a customer on a train answers as easily as one at a desk. Both routes get the same follow-up questions and land in the same analysis.

Use Case

Turn customer voices into action

Capture rich, structured feedback from customers at scale. Understand satisfaction, loyalty drivers, and churn risk through conversations that go far deeper than a survey ever could.

Why it matters

Scores without stories

NPS and CSAT scores tell you the score but not the story behind it. A number on a dashboard cannot explain what happened, what the customer expected, or what would change their mind.

Missing context

Feedback forms capture complaints but miss the context needed to drive meaningful change. Without understanding the full journey, teams fix surface-level symptoms instead of the underlying experience failures.

Expensive follow-up

Acting on feedback requires expensive follow-up research, creating long delays. The gap between collecting a signal and understanding it deeply enough to act is where most customer insight programs stall.

Feedback silos across channels

Customer signals are spread across support tickets, app reviews, social media, and sales calls. No single team owns the full picture, so critical patterns get buried in separate tools and workflows.

What Nava Insights delivers

Full story capture

AI voice interviews capture the full story behind every score, in the customer's own words. Understand the complete arc of their experience, from initial expectations to the moment that shaped their rating.

Automated theme analysis

Automated analysis surfaces themes and priorities across hundreds of conversations simultaneously. Identify the highest-impact issues without manually reading transcripts or tagging responses one by one.

Rapid time to insight

Insights delivered in hours so teams can act before customers leave. Close the loop fast enough to recover at-risk accounts and address systemic issues while they are still emerging.

Churn prediction signals

Detect early warning signs of dissatisfaction by analyzing language patterns, sentiment shifts, and unmet expectations. Flag accounts showing signs of churn so customer success teams can intervene proactively.

What this looks like in practice

Customer examples.

Subscription software · B2B

300

churn interviews in two weeks

What they ran: Interviews with customers within thirty days of cancelling.
Why: Exit surveys had a 4 percent response rate and one-word answers.
What came of it: Two products were being cancelled for one reason: a billing change mid-year. Finance adjusted the policy and the save-team script was rewritten from the transcripts.

E-commerce · Nordics

450

detractor follow-up interviews

What they ran: Automatic follow-up conversations with NPS detractors, within days of their score.
Why: Detractor comments were too thin to act on and too many to call manually.
What came of it: Late-delivery anger was really about silent tracking, not speed. The team shipped proactive delay notifications instead of paying for faster carriers.

Telecom · consumer

800

interviews across three service tiers

What they ran: A satisfaction deep-dive spanning promoters, passives, and detractors.
Why: CSAT was stable while cancellations rose, and both numbers could not be right.
What came of it: Satisfied customers were leaving over one moment: the renewal letter. Rewriting one document did more than the previous quarter of retention offers.

Teams already on board

300M+

Panelists worldwide

150+

Countries

20+

Languages

<48hrs

To actionable insights

Frequently asked questions

Ready to get started?

3 interviews included free. No credit card required.