Switching and loyalty
“Why are customers leaving, and what would bring them back?”
Consumer insights
Solutions
Know why consumers choose.
For brand, shopper and consumer insights teams. Ask the question; get findings grounded in conversations with the exact consumers you need.
Arbor · Findings
60 verified consumers
Question
Why are shoppers trading down?
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Shoppers trade down on everyday items, not treats.
31 of 60“I’ll buy store-brand paper towels, but not my kids’ snacks.” · Recent purchaser · Ohio
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The switch happens at the shelf, not at home.
22 of 60“The promo tag was right there. I hadn’t planned on it.” · Recent switcher · Texas
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Most expect to switch back when prices ease.
49 of 60“It’s a for-now thing. I miss the original.” · Lapsed customer · Georgia
What you can answer
Start from the question, not the method.
Concepts and packaging
“Which design gets picked up?”
Pricing and value
“What feels worth it?”
Churn
“Why do they cancel?”
Segmentation
“Who are our customers, really?”
Message testing
“Which claim makes them buy?”
Shopper journeys
“Where did the decision happen?”
Unmet needs
“What are people doing instead?”
Get started
Ready to get started?
Tell us who you need. We’ll come back with a plan, a price and a timeline.
The moderator
Hears the reason behind the purchase.
A moderator trained on consumer conversations knows when a throwaway answer is the whole story, and asks about it.
Generic AI interviewer
Recent purchaser
“I just grabbed whatever was on sale.”
Moderator
“Got it. Next question: how often do you shop at this store?”
Moves on. The most important signal in the call goes unexplored.
Arbor’s consumer moderator
Recent purchaser
“I just grabbed whatever was on sale.”
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Follow-up · Intent
“Was that the brand you went in for, or a different one?”
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Follow-up · Moment
“Where in the store did you notice the sale?”
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Follow-up · Return
“What would it take for you to switch back?”
Treats “whatever was on sale” as the finding, not filler.
Who you hear from
The exact consumers, verified.
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Maya C.
Recent purchaser · snacks
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Carla D.
Switched brands in last 90 days
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Tom B.
Heavy category buyer
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Lena O.
Lapsed subscriber · meal kits
A study week
Question to findings in five days.
- Day 1 Tell us the question and who you need to hear from.
- Day 2 Verified consumers, screened against your criteria.
- Day 3–4 AI-moderated interviews at scale, plus a few live calls.
- Day 5 Themes, quotes and recommendations, ready to share.
Impact
A global CPG brand heard from 240 verified parents in 6 days.
240
consumers interviewed
92%
complete an Arbor interview