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Lost Customer Research

Gaining a better understanding of why customers defect can help an organization identify the primary drivers influencing customer churn. The benefits of conducting regular (quarterly, semi-annual or annual) lost customer exit research include: increased customer retention, improved satisfaction, higher renewals and improved ROI.

ISG's Lost Customer exit surveys typically include the following topics:

  • Satisfaction with company, products and services prior to discontinuing relationship
  • Likeliness to return as a customer in the future
  • Identification of primary drivers influencing customer churn - why customers defect
  • Evaluation of primary product/service deliverables
  • Product usage metrics
  • Length of customer relationship
  • Influence of contract terms on the decision to cancel
  • Performance metrics - satisfaction vs. importance
  • Price vs. value ratings
  • Use of competitive products/services following cancellation
  • Respondent demographics
 
Information Solutions Group (ISG) is located in Bellevue, Washington, just east of Seattle. We conduct research globally for our clients in the Northwest (Seattle, Redmond, Portland and Vancouver, B.C.), the Bay Area (Marin, San Francisco, San Jose) and Southern California (Los Angeles and San Diego).