A leading energy supplier wanted to understand their customer losses to competitors – and, in particular, the impact of competitor activities in this predominantly price-driven market – in order to minimise these losses.
What we did
We ran a monthly tracker of customers leaving our client which allowed us to capture up-to-the-minute reasons for leaving with robust sample sizes available down to a weekly level.
This included a detailed telephone survey with a representative sample of 400 leaving customers per month.
By truly understanding customer motivations for leaving and their journey, our client was able to take preventative measures for future similar events, reducing losses long term.