ADWORDS IS GOOGLE'S MAIN SOURCE OF REVENUE, SO MAINTAINING USERS IS A KEY OBJECTIVE

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