Lost Customer surveys

When customers leave it's always for a good reason. This might sometimes be down to external factors, but it's also often due to shortcomings in the quality of a service, a product, or a price level.

By interrogating lost customers, we help you identify all the causes for their leaving : those that have gradually caused a customer to swing away from you, and those that have played a more decisive role in a customer leaving.

There are several benefits to be gained from this approach:

• you gain the knowledge to act immediately and across the board with regard to the key reasons for dissatisfaction, thus retaining customers from the start
• you can show up the typical profiles of Customers At Risk, thereby enabling targeted action to be implemented before you lose them.
• you may recover some lost customers by initiating a dialogue at a critical moment in the relation.

This type of methodology is especially suitable in the:

• B2B sectors
• B2C service businesses with subscriptions or accounts (Banks, Insurers, Telephone operators, etc.).