Churn and Customer Experience

Second generation customer satisfaction and churn research

What We Do:

Sensitive and up to the minute understanding of the factors that are building customer loyalty and eroding it.

Practical and timely interventions to reduce your churn rate and increase your efficiency and effectiveness.

Engaging visualisations presented in a customised portal delivered direct to the people within your organisation who can action the results.

If desired, automated direct linkage to your enterprise systems triggering surveys with relevant customers at each touch point and individual customer reports.


Inside Story - continuous feedback loop process

What It Involves:

Collection of customer feedback at each point of the customer journey, across touch-points including: phone, online, letter, SMS, email, retail visits.

Collection of customer feedback via online+mobile+phone. Integrated with your data warehouse.

Options for: hot alerts, interpretative guidance with high level quarterly reporting that tells the story in a compelling way.

Advanced modelling of the cumulative impacts on customer lifetime value of different drivers and priorities for action.

Challenges This Solves:

More sharply defined and actionable findings.

Cost efficient automation delivering better ROI on both your customer experience and churn intervention investments as well as your research investment.

Quick response to competitor and other events.

Inside Story - stopping churn leakage