Reduce their churn using a system analysis of customer data: Petsho case “For ourselves, we decided that 200 interviewed customers would be enough to form accurate hypotheses why customers leave. By the way, customers reacted normally to the survey, and there were very few “ empty” calls,” Anton Belchikov, Marketing Director of  The survey was conducted on two segments of departed customers: loyal ones, who were identified at the first stage, and new customers, in order to understand why they did not want to  According to the results of the survey, we identified the TOP-5 reasons for the outflow, which could already be worked with.

Head of the Kleptomania agency Stage Interpreting

But in order to expand the sample and get more relevant results, we decided to conduct an email survey, and sent an SMS with a link to the questionnaire to those who did not open the email. As a result, the percentage values ??of each item and the order of priorities have Russia Mobile Number List changed. How to understand why customers leave and reduce their churn using a system analysis of customer data: P\ case How to understand why customers leave and reduce their churn using a system analysis of customer data: case At the same time, a significant part of customers is ready to return if the problems are Interestingly, new customers are more.

The results The identified problems were

Willing to give a second chance than loyal ones versus 73%. This shows how important it is to retain loyal customers and not disappoint them. Survey USB Directory Of course, in reality, not every lost customer who promises to return will actually return after the problems are fixed. But even a small percentage of return is a victory for the company, both in the field of customer service and financially. How to understand why customers leave and reduce their churn using a system analysis of customer data Petshou case “Sometimes research reveals surprising facts.