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ZEUS SCOOTERS • CUSTOMER CHURN

How QuickChat Unlocked 3X Churn Insights for Zeus Scooters.

€900K

annual projected revenue recovery

10K

customers targeted for win-back Q1

<7

Strategy delivered in days

The Challenge: The Cost of Silent Churn

Zeus Scooters was battling a critical customer retention crisis. Their reliance on traditional email surveys yielded a sub-1% engagement rate, providing only shallow, multiple-choice data. This meant they were unable to determine the true 'why' behind their escalating churn—a problem costing them significant annual revenue. To solve this, the Irish management team needed a culturally appropriate, German-speaking, high-engagement method to truly listen to their massive German user base: 150,000 customers across 30 cities.

The Solution: Video at Scale

QuickChat implemented a high-impact, interactive video campaign, strategically distributed across email, in-app, and social channels. This personalized, mobile-first approach, delivered entirely in German, was specifically engineered to mirror the casual, high-speed brand experience of Zeus Scooters. The result was immediate: QuickChat achieved a 3X higher participation rate than traditional surveys and, crucially, delivered the rich, qualitative 'why' necessary to understand and solve their retention problems.

Key Results:

  • Rapid Strategy: Full strategic blueprint delivered in less than seven days from campaign launch.
  • Financial Impact: €900K annual projected revenue recovery, achieved at only 30% of the cost of new customer acquisition.
  • Win-Back Goal: Targeted initiatives to win back 10,000 high-value customers in the next quarter by directly addressing specific churn reasons.
  • Root Cause Action: Identified and prioritized the top 3 operational friction points for immediate resolution across all 30 German cities.
"You've given me a step-by-step guide to reduce churn. We went from guessing to knowing exactly which button to press to fix our problem."
— Chris Kemp / Deputy CEO, Zeus Scooters
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