Weekly Check-in — 15 minutes

Run this WhatsApp / phone call every Friday at the same time. Keep it short. If they want to vent, let them. If they're satisfied, ask one sharper question.

Standard 4 questions

1. "Ei shoptahe Jobab kotodin theke bothike thik chiltho?" (How many days did Jobab work right this week?)

2. "Ek baar kichu kharap korlo Jobab? Ki holo?" (One time Jobab messed up? What happened?)

3. "Kotodin save holo apnar shomoy?" (How many hours did it save you?) — push for a number, not "onek"

4. "Eta jodi taka deyay hoy, koto deyte chai?" (week 3+ only) (If this cost money, how much would you pay?)

Red flags

• "Customer ke barbar amake nije reply dite hochhe" → autonomy ratio dropped
• "Bhul jinis bole feleche" → quality regression, check Langfuse traces
• "Customer angry" → trust event, prioritise root cause
• "Bondho kore rekhe diyechi" → near-churn, escalate

Green flags

• They volunteer a customer name + story without prompting
• They mention saving time in a specific evening / week scenario
• They ask "kobe theke charge korben?" (when do you start charging?)
• They refer a friend without being asked

After the call

Log to pilot_event table:

type: weekly_checkin
metadata: { hoursSaved, mishaps[], wtp, sentiment: 'positive|neutral|negative' }

If 2 of 3 merchants give the same complaint two weeks in a row, escalate to the engineering team as a P1.