Tpoll Market Intelligence

Churn Evaluation

Our client had traditionally experienced a high level of customer loss during the initial stages of customer acquisition. They established a pilot to see if there was a business case to move away from hard sell acquisition to retention.

The opportunity
We created an online solution to gather evidence to support the business case.

We identified the key customer indicators that would evaluate the customer-brand relationship which directly related to the sales visit. Emails and phone calls were made to customers to gather feedback on the new sales approach.

Over 40% feedback was collected within 48 hours of the sales visit and inputted into a custom-built live reporting website. Our client could view the results in real time.

Our approach
We investigated the clients' online panel to identify members in the targeted segment group.

The results
The real-time reporting website made it easy to identify salesmen who achieved exceptional levels of customer satisfaction. We could then see that high levels of customer satisfaction equated to high levels of sales.
With this evidence, our client could respond quickly and built a model to review training and incentives for salesmen to adopt a customer retention-based approach.