Reference table
Price increase rollout research methods compared
A comparison of four ways customer success teams can hear from accounts during a price increase rollout: an email survey, calls run by CSMs, a study by a pricing agency, and AI-moderated interviews in Koji. It compares them on whether they explain why, how many accounts they cover, neutrality, consistency, speed and effort, so a CS leader can pick the right mix.
Where this appears
What's in this reference table
| Email survey | CSM-run calls | Pricing agency study | Koji AI interviews | |
|---|---|---|---|---|
| Tells you why | Rarely | Yes | Yes | Yes, with follow-ups |
| Covers 20 to 30 accounts a wave | Yes | Hard to staff | Yes, for a fee | Yes |
| Neutral to the renewal owner | Yes | No | Yes | Yes |
| Same questions every time | Yes | No | Yes | Yes |
| Time to first read | Days | Weeks | Weeks | As interviews finish |
| Two waves within ten weeks | Yes | Rarely | Rarely | Yes |
| Effort for CS | Low | High | Low, but a project | Low |
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<a href="https://www.koji.so/visuals/price-increase-rollout-methods-compared"><img src="https://www.koji.so/visuals/price-increase-rollout-methods-compared/price-increase-rollout-methods-compared.png" alt="Table comparing an email survey, CSM-run calls, a pricing agency study and Koji AI interviews on depth, coverage, neutrality, speed and effort." width="1200" height="901" /></a>
<p>Source: <a href="https://www.koji.so/visuals/price-increase-rollout-methods-compared">Price increase rollout research methods compared</a>, Koji</p>
