Customer
Current, potential and lost customer research
Understand why customers leave, what keeps the loyal ones and who you can win next.
Send a briefWinning a new customer usually costs more than keeping one, yet many companies do not know exactly why they lose customers. Lost customers rarely complain; they simply switch.
We study three groups together: current customers who stay, lost customers who left and potential customers who have not chosen you yet. Comparing them shows what drives loyalty, the real reasons for churn and where growth can come from.
Questions this research answers
- Why do we lose customers and to whom?
- Can lost customers be won back, and on what terms?
- What keeps our loyal customers?
- How do prospects see us and why don’t they choose us yet?
- How can we spot customers at risk early?
Methods we use
Lost-customer phone interviews (CATI)
In-depth interviews
Segmentation
Competitor comparison
Churn-risk indicators
What you receive
- Churn reasons and win-back potential
- Loyalty drivers
- Barriers for prospects
- Early-warning indicators
Frequently asked questions
From lists you provide within consent rules, or from the market through sampling. As an independent agency, we usually get franker answers.
Yes; in B2B studies in-depth interviews with decision makers carry most weight.
Directly in win-back campaigns, sales priorities and product or service improvements.
Let’s design the right study for your question.
Tell us briefly what you need; we reply within one business day.