Case Study: weex achieves reduced churn and clearer customer insights with Survicate

How a Mexican Mobile Virtual Network Operator uses feedback to empower their youth

weex is a Mexican MVNO and digital wallet founded in 2014 to empower young people with flexible, pay‑as‑you‑go mobile and digital services. Despite strong product ideas, the team faced unexplained churn and relied on hard‑to‑quantify phone interviews; they needed an automated, CRM‑integrated way to collect clear feedback about why users were leaving.

By adding Survicate email surveys integrated with Intercom, weex collected quantitative and open‑ended responses that revealed coverage issues, confusing messaging, a large share of users treating the service as a secondary SIM, and a specific gaming‑package bug. Armed with that insight they clarified product communication, introduced targeted deals to convert secondary users, quickly fixed technical issues, and promoted wallet adoption (including initial fee refunds) — outcomes that brought churn under control, sped up iterations, and supported growth.

weex

Abdala Pineda

Chief Revenue Officer