Customer defection effects all businesses. When customers defect, it is usually sudden and surprising to the business. It also has a huge cash impact – and creates an exposure to the brand through complaints on social media. Traditional feedback tools like comment cards, mystery shopping, web/email surveys collect too little, and are too late for action, hence the prompt business action that would prevent customer defection does not occur. Click here to see how we do this for any Service business.
“Cutting defection in half can double the firm’s growth rate and reducing customer defection by just 5 percent increased overall profits by 30 percent.” F. Reicheld – The Loyalty Effect April 1998.
Opiniator is deployed in several industries and its staff are experienced in survey methods, question setting and analysis, which means help is always present to deliver the most actionable insights.
Opiniator is SaaS, fully decoupled from any proprietary system so can be set up quickly. There is no hardware to buy or software to download and the customer provides his own cell phone.