Retention and referral

Keep customers coming back, and bringing others with them

We uncover why some customers quietly leave while others stick, spend more, and recommend you without being asked.

“Muir Wood & Co's research has been used by a number of teams in Deliveroo to inform the design of the basket and checkout customer experience. Tactical optimisations increased order volume by a few percent and their deep dive into meal cards helped build a new feature that generated a significant impact to the P&L.”

^{Rik Higham, Product Lead for Payments at Deliveroo}

‍Book a free discovery call

‍

The problem

• Churn feels stubborn despite constant optimisation
• NPS tells you that something’s wrong, not what
• Referral happens, but no one’s sure why

Sounds like it's time for you to speak to some customers.

‍

What we uncover

• Who are the customers that stay, leave, or drift
• Which expectations are being met, exceeded, or missed
• What creates loyalty versus mere habit

This gives retention strategy something human to work with.

‍

Case study: Deliveroo

Deliveroo is a global food delivery provider. Their payments team sensed that food spend was being left on the table in certain regions because the product's payment experience had not adapted to the food ordering context of that location.

We worked out how people in different countries want to pay for their food and why they were dropping off Deliveroo for their orders.

Our findings led to payment improvements in multiple regions, including France where meal card users have since spent millions on Deliveroo.

We've also run retention research for: Veygo | Bionic | DueDil | University of Exeter

‍

How we typically work

• We'll help you work out how to get churners on call (or any other hard to reach profile)
• We get them comfortable enough to share what's really driving their behaviour
• We produce

‍

This is for you if:

• Retention is strategically important, not just a metric
• You want to understand customers, not just score them

Not for you if:

• You think NPS is all you need to drive retention

‍

Talk to Andrew

If retention feels opaque, let’s unpack it properly on a call. Book below.

We also run small, focused training sessions for in-house teams who want to build this capability themselves.