First Impressions Predict Loyalty

Customers don’t always leave reviews. They don’t always complain. But they always feel something. And that feeling—formed in the first few minutes of using your product—often decides whether they stay or churn.

Net Promoter Scores come too late. By the time you ask, their minds are made up.

We help you get ahead of that moment. With real first-use data, you get a read on:

Why 1st Impressions?

Every brand promises a great experience. The truth? Consumers make up their minds fast—within the first touch, the first use, the first glitch. It’s in that moment—the very beginning—that trust is either built or broken. Yet most brands wait. They rely on delayed feedback, slow surveys, or only hear from the loudest voices. By then, it’s too late. The relationship is already strained.

At 1stimpression.digital, we believe in listening earlier. We measure what your customer won’t say but feel when they first interact with the product or service. We track the subtle cues, the silent friction, the moments that make them hesitate or fall in love.

We don’t wait for the end of the journey to gather feedback. We begin at the very start. Using real-time research tools, we track how customers react when they first use your product—the moment when expectations meet reality..

What we deliver

First Use Experience Capture

This is where the magic begins. We call your buyers as soon as they receive the product and capture their reactions in real time—as they use your product for the first time.

Using remote video tools and intuitive digital platforms, we enable participants to record their experience through Show & Tell (or Use &Reveal): they describe what they see, feel, like, or dislike while interacting with your product in their own environment.

We capture both verbal feedback and micro reactions—what they touch first, what confuses them, what excites them, and what makes them hesitate. Consumers form impressions fast and we help you understand what is creating those impressions.

Why this matters

This is not a survey. It’s an emotional, unfiltered behavioural reaction/read in the moment of truth. We help you see what they feel – before feedback becomes a complaint.

First Impressions Insight Analysis

Once we collect the first-use data, our research team dives in. We combine qualitative cues (language, tone, facial expression, hesitation) with behavioural patterns to uncover:

What’s delighting them?
What’s causing friction?
Are expectations being met, exceeded, or falling flat?
What brand signals are sticking—and which ones are missing?

You receive an insight report, not a data dump—with clear highlights of how users actually feel, not just what they say later.

Why this matters

Studies show that a large percentage of consumers decide whether they’ll buy again based on first-use experience. Yet most brands only hear from the loudest, most angry 5%. We help you reach the silent majority—right when it counts.