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Why did customers leave? How can we get them
back?
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Question: |
Why
did some customers choose to discontinue their services with
us? What would it take to earn them back? |
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Methods: |
One-on-one
Phone Interviews |
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Response: |
Conducted
a series of interviews with former customers and customer
service personnel. Developed a phone survey based on primary
issues uncovered in the interviews. The phone survey is
conducted quarterly. |
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Impact: |
This
customer feedback has enabled our client to pinpoint areas for
improvement, make corrections where needed, and track changes in
customer satisfaction on an on-going basis. |
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©2002
Arundel Street Consulting, Inc.
tom@arundelstreet.com
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