Reference table
Renewal risk research methods compared
A comparison of four ways Customer Success teams learn why an account may not renew: health scores, NPS and CSAT surveys, CSM-run calls and AI-moderated interviews in Koji. It shows which ones explain the reason, reach the budget owner and cover every account.
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What's in this reference table
| Health score | Survey | CSM calls | Koji | |
|---|---|---|---|---|
| Explains why | No | Rarely | Yes | Yes, with follow-ups |
| Covers every account | Yes | Yes | Top accounts | Yes |
| Reaches budget owner | No | Sometimes | If close | By personal link |
| Same questions each time | Yes | Yes | No | Yes |
| Read across accounts | Instant | Fast | Manual notes | One report |
| Effort per account | None | Low | High | Low |
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<a href="https://www.koji.so/visuals/renewal-risk-research-methods-compared"><img src="https://www.koji.so/visuals/renewal-risk-research-methods-compared/renewal-risk-research-methods-compared.png" alt="Table comparing health scores, surveys, CSM calls and Koji AI interviews for renewal risk research on explanation, coverage, consistency and effort." width="1200" height="774" /></a>
<p>Source: <a href="https://www.koji.so/visuals/renewal-risk-research-methods-compared">Renewal risk research methods compared</a>, Koji</p>
