Phone: +49 69 66 80 77-0
Fax: +49 69 66 80 77-99(1) Lost Customer Analysis & Benchmark Survey
Client / Products:
Provider of industrial and public facility management services (German Head-Office)
Background / Objectives:
Client was faced with an an increasing number of lost contracts. Assigned PM&P to benchmark client performance against competition.
Methodology:
1st stage: Lost customer analysis (10 depth interviews with lost customers).
2nd stage: Benchmark survey (200 telephone interviews with customers and non-customers).
Outcome:
The results of this study were used to develop a new key account management and customer retention system. PM&P consultants helped to design and implement these systems. The study was later followed up by a large-scale customer satisfaction study that confirmed the positive impact of these measures.