AdWords is Google's main source of revenue, so maintaining users is a key objective.

google

Critical Research has conducted several research projects with Google amongst AdWords customers, most commonly on two topics:

Improving support

Mitigating churn (either by improving services or via specific incentives to maintain usage)

How is it used?

Results fed back directly to senior SME User Experience/Product Development Google team members around the world.

Results

  • Guiding support strategies
  • Refining communications
  • Fine-tuning incentives
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