Earlier in August, during our quarterly review, we did what we always do: we obsessed over customer complaints. We dug through every message, every piece of feedback, and every number that told us where our users were struggling.
One pattern stood out: too many customers were asking us to explain our crypto rates.
At first, we brushed it off. “It’s simple enough”, we thought. But then we looked deeper.
Using Microsoft Clarity, our heatmap tool, we discovered something telling: people were spending way too much time on the rate calculator page. And worse, many were dropping off right there.
The data was clear; something wasn’t working.
The Deliberation
Within the team, we debated. We believed our system was simple and fair enough. For the record, we use a tiered rate system that looks like this:
| Range (USD) | Rate/$ |
|---|---|
| 0 → 51 | 1494 |
| 51 → 200 | 1501 |
| 200 → 1000 | 1508 |
| 1000 → 5000 | 1520 |
| 5000+ | 1527 |
The bigger the transaction, the better the rate. On paper, it made sense. But in practice, it confused people and discouraged smaller trades.
In the middle of this back and forth, a team member asked the question that cut through all the noise:
“Are we building this product for ourselves or for the users? If the answer is “for us,” then nothing needs to change. But if the answer is “for our users… then we have work to do”.
The Diagnosis
That question hit everyone. And the answer was obvious. We decided to take a look at it from a neutral lens, and the truth became clear:
- The rate table was confusing.
- The lower-tier rates discouraged smaller transactions.
We thought it was fair. But for the user, it wasn’t.
The Reality
As a business, we charge ZERO transaction fees on Breet. Our revenue comes strictly from the spread, which means if we wanted to keep the lights on, we needed to manage that spread carefully.
On the other hand, many of our competitors charge transaction fees that aren’t obvious upfront. This means they could afford to offer simpler and better rates without compromising their business standing.
The Solution
So, we implemented the change.
👉 Our rates are now uniform → one simple, clear, and transparent rate for all transactions.
👉 Instead of a tier system, we’ve introduced a small transaction fee.
It’s a structure that’s easier to understand and better for every user, regardless of transaction size.
Why This Matters
It’s not just about numbers. It’s about trust.
This change might look small from the outside, but for us, it’s a big commitment: a reminder that we’re building with you in mind, not just for ourselves.
Because at the end of the day, if it doesn’t work for our users, it doesn’t work for us.
