13 Lean Startup tests to get market validation for a new business idea. Learn how to launch successfully while minimising upfront investment and risk.
Customer Support Analysis
If you are an intrapreneur working for an established organisation, you’ve got a wealth of insights to use to validate your proposition.
Do customers really have the problems you want to solve with a new feature?
One of the first places to look for answers is the frontline of your company, the teams dealing directly with customer issues and complaints: customer support. If the customers have any kind of issue, they will know.
We recommend to engage with the customer support manager and ask them if they could share with you a few data. You will start by explaining what are the issues you are addressing. Then you will ask for qualitative (which kind of problems exactly related to your area of interest) and quantitative insights (how many affected vs the total number of incidents).
Usually, well structured companies also record customer support calls/chat, so you could spend some time going through them as well.
What you’ll be looking for here is a high volume of incidents related to the issue you are targeting.
- Use this test to: validate assumptions about customer needs and target segments for a new product or business idea, and gather insights to define a competitive value proposition.
- When to use: you have just an idea, nothing else.
- Time and resources required to set up: this could be tricky. Depending on your internal network, your stakeholder management skills, the size of the company you work for and its structure, accessing customer support may be either super easy or incredibly complicated and time-consuming.
- Evidence level: medium-weak. the evidence level really depends on the quality of insights recorded and how well they are structured. These insights should not replace customer discovery interview but should create a foundation on which you could develop further your assumptions before conducting the interviews.