Customer Retention
A top ten national bank grew concerned over a steady, unacceptable rate of customer attrition. After failing to make major improvements through traditional communications and standard surveys we were asked to bring a fresh approach to solving the problem. We used “Laddering” (See Techniques for description of Laddering.) to uncover the root causes of the attrition and in a follow up study tested a Retention Protocol that when launched, resulted in 20% improvement in customer attrition.
QRCA is a not-for-profit association of consultants involved in the design and implementation of qualitative research — focus groups, in-depth interviews, in-context and observational research, and more.