3. Our advice

3.1 Review the most-used features (2 or 3) and the least-used features (2 or 3) and ask the customer whether his or her experience was positive or negative.

• For the most frequently used functions with a positive experience, ask what she liked best.

• For the least-used functions with a positive experience, ask why they haven't been used more.

• For the most frequently used functions with a negative experience, ask why the customer insisted.

• For the least-used functions with a negative experience, don't ask for anything, just let the customer express themselves if they wish.