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Polaris Lost Customer Case Studies

Polaris has a history of helping companies understand what causes customers to leave and developing strategies to increase retention rates.

Polaris Has Experience In Customer Retention Research

Some examples of Polaris Marketing Research's extensive customer lifecycle research experience include:

  • Conducted separate new customer and lost customer surveys with different customer groups for one of the top three ISP providers in the United States (5,000+ annual surveys).

  • Developed and implemented a program aimed at uncovering perceptions and opinions from high-net worth investors. Polaris developed three questionnaires and completed 450 telephone surveys with current customers, non-customers and lost customers, providing a 360o view of their marketplace.

  • Provided ongoing customer satisfaction and loyalty tracking research for the third largest processor of credit card transactions. Polaris evaluates merchant satisfaction with services, interest in new services, and competitive services information. Polaris also conducts new customer surveys regarding the introductory phase of the relationship and how that process can be improved to increase product usage.

  • Conducted shut-off and non-pay lost customer surveys for a major utility provider in Georgia.

  • Conducted lost customer surveys with customers of a regional commercial and residential storage facility.

  • Conducted lost member survey for a regional association focused on quality excellence.

  • Performed lost customers surveys with benefits administrators and end-users for a medical insurance provider.

  • Conducted 500,000+ IVR customer satisfaction tracking surveys annually for a top ten supermarket, complete with program design, custom consulting, and online reporting.

  • Conducting 30,000+ surveys annually for the third largest local telecom company in the Unites States. Polaris conducts several ongoing tracking studies, including several interaction-based customer satisfaction and loyalty studies, and lost customer surveys.

  • Performed homebuyer surveys for the largest homebuilder in Florida. Homebuyers are surveyed throughout the sales, closing, construction and ownership processes, providing an understanding of the entire experience. Results are used to drive performance to the individual employee level.

  • Survey with lost customers (benefits administrators and end-users) for a medical insurance provider.

  • Surveys with lost customers (those who did not elect for coverage) for a major short-term insurance provider.

  • Annual lost customer surveys with business customers of a Yellow Pages division of a major telecom provider.

Contact us to learn more about Polaris' experience with customer retention research.