Improving customers' overall experience, and thereby reducing churn rate and customer attrition requires better and more immediate customer feedback best obtained through a well-designed customer survey.

A comprehensive customer lifecycle research survey program might include surveying:

• New Customer or Early Life Customers
• Existing Customers
• Long Term Loyal Customers
• Lost Customers
• Competitor's Customer

Different questions are asked at each stage in a customer lifecycle and the methodology for customer retention surveys may differ, as would questionnaire and sample design.

With over 20 years of experience conducting marketing research surveys throughout the customer lifecycle, Polaris can help you create a customer lifecycle research program customized to meet your needs. We are a full-service market research firm capable of designing and executing any type of market research program, including customer satisfaction, retention, lost customer and win-back surveys from end-to-end. By utilizing our on-site project management and data collection resources, we can help you design a program that will efficiently and cost effectively gather the knowledge you need.

Revising Your Existing Customer Lifecycle Research Survey

Is it time to revise one of the surveys in your customer lifecycle research survey program? As with any established marketing research surveys, several factors likely affected the original program design decisions, such as past strategic business initiatives or the prior business environment. Whatever the case may be, it is always a good idea to periodically reevaluate existing programs for efficiency, effectiveness and value. We can help you realign your program with your business objectives and help you develop actionable knowledge about your customers.

Contact us to learn more about customer lifecycle research and customer retention surveys.