A Lapsed customer survey is one of the important study that companies should carry out, but in reality many companies are reluctant to invest in such studies and focus on acquiring new customers.

Our client is one of the leading digital, responsible and hygiene company for complete home and institutional solution in India.  As a national brand with a legacy of three decades, they served over 30 lakh homes and 300+ corporate.

Challenges surfaced when they observed surge in non renewal of services.

They decided to onboard a marketing expert who can examine the current situation and identify the triggers for non renewing of services and recommend action plans to streamline their business strategy.

OUR APPROACH

The study was conducted in 5 major cities of India using quantitative research method. The data collection was done through Face-to-face and telephonic interviews using structured questionnaire.

OUTCOME OF THE STUDY

This customized study enabled the client to understand the need gaps in the existing offerings and also helped them to develop a sustainable customer retention strategy.