You used to shop with us most weeks. What changed?
O
Lapsed Customer Research
Interviewer agent · 1.1K uses
Interviewer Agent
Why Customers Switched to Another Store
You probably did not lose the customer. You lost one trip out of four. Grocery loyalty is not one decision, it is a routine made of different trips with different rules. A competitor opening nearby rarely takes all of them at once. This conversation reconstructs a real week trip by trip and shows precisely which missions you lost, which you kept, and which are realistically recoverable.
Trip frequency recovered
Partial losses made visible
Offers targeted at winnable missions
Used 1,568+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
The store they used to use and the one they use nowA trip-by-trip reconstruction of a recent weekWhich missions moved and whenWhether the loss is total or partialThe trigger behind each switchPractical constraints shaping the routineWhich missions are realistically winnable
Questions it always asks
The core fields every response captures.
Always reconstruct the week trip by trip rather than asking about shopping in general
Ask what would have to change for each lost mission specifically
How it adapts
Follow-ups that change based on what people say.
If a mission moved, ask when and what was happening at the time
If they still shop with you for some trips, ask what keeps those specific ones
Where it routes people
Different paths for different answers.
Send recoverable missions to promotions with the trigger attached
Flag structurally lost missions so they are excluded from win-back spend
Automations it can trigger
Actions that fire the moment a response comes in.
Post weekly mission-level loss patterns to #category in Slack
Update the shopper record in HubSpot with which missions moved
Suppress unrecoverable shoppers from win-back campaigns
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation asks the shopper to walk through a recent week of shopping, trip by trip: where they went, what day, what for, and how they got there. For each trip it establishes whether that mission used to be yours and when it moved. It then separates outright lost missions from partially lost ones, and closes by testing what would actually have to change for each specific trip to come back.
Getting started
- 1
Select shoppers whose basket or frequency has declined but who have not fully lapsed
- 2
Define the trip missions you care about: the weekly shop, the top-up, fresh, fuel
- 3
Decide what a realistic win-back lever is for each mission
- 4
Route recoverable missions to the category and promotions teams
Template Details
- Agent Type
- Interviewer
- Category
- Retail and e-commerce
- Industry
- Retail & E-commerce
- Business outcome
- Reduce churn
- Job to be done
- Interview customers & users
- Journey stage
- Retention
- Replaces
- 1:1 interviews
- Integrations
- Slack, Hubspot, Email
- Times Used
- 1,568+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Churn flags treat a shopper as present or absent, when most grocery loss is partial. A customer whose big shop moved but whose top-up stayed looks healthy in frequency data and catastrophic in basket data, and neither number explains what happened.
- Asking why someone shops elsewhere produces a single answer for a behavior that is actually several different decisions. The reason the weekly shop moved is rarely the reason the fresh trip stayed.
- Fixed surveys cannot capture the practical constraints that shape a routine: the school run, the commute, which store is on the way back from work. Those constraints determine which trips are winnable and which are not.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- Reconstructing a real week trip by trip mirrors how grocery shopping actually works, so the answers describe a routine rather than a preference. That is the level at which offers and range decisions operate.
- The conversation explicitly separates total loss of a mission from partial loss, then asks when each moved and why, which turns a blended basket decline into a list of specific, dated switching events.
- Laddering on each switching moment reaches the real driver rather than the first explanation, distinguishing a price gap from a stock problem from a simple change in commuting route.
What is grocery switching research?
Grocery switching research reconstructs a shopper's weekly routine to identify which shopping missions have moved to a competitor and why. It differs from standard churn work because grocery loyalty is rarely all or nothing: most shoppers use two or three stores and allocate trips between them. Understanding which missions you hold and which you have lost is far more actionable than a single loyalty score, because each mission has different drivers and different recovery levers.
FAQ
Frequently Asked Questions
Explore More Agents
More retail templates for lapsed shoppers, competitor stores and stock gaps.
You use both shops. What decided this trip?
M
Competitor Store Research
Interviewer agent · 1.6K uses
Did the rewards actually decide where you shopped that day?
S
Loyalty Program Survey
Interviewer agent · 1.5K uses
What first made you look at anything else?
E
Brand Switching Research
Interviewer agent · 968 uses
Where do you shop for this now?
R
New Store Research
Interviewer agent · 1K uses
If the discount hadn't been there, where would you have stopped?
R
Fuel Rewards Survey
Interviewer agent · 938 uses
Related Articles
How grocery teams read basket decline as a routine problem rather than a churn problem.
Ecommerce Customer Experience in 2026: A Guide to Capturing the Why Behind Every Cart
Why behavioral data shows the drop-off and never the decision behind it.
Read article
Best Retail Customer Experience Software in 2026: 9 Platforms Ranked by Insight Depth
Nine retail CX platforms compared by how well each explains shopper behavior.
Read article
Form Abandonment in 2026: Why Multi-Step Forms Leak and What to Use Instead
Where long forms lose people, and what a conversation recovers that a form cannot.
Read articleForms are costing you business
Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
No credit card required • Cancel anytime