Every, even a single purchase has its own lifecycle. This might be vital to understand the full marketing cycle from the point of view of customer, as from the initial interest through purchase transaction ending up by the fact of customer retention or churn. This might be a milestone for your business if trade existence overseas is concern.

By utilising various types and methods of market research surveying and observation techniques, Investzoom specialises in helping organisations measure and understand the factors that affect customer churn (as this might affect some appropriate conclusions regarding churn reduction for the future); and retention (in order to set up the points of some improvement).

We offer different type of surveys in regards to better understanding your customers through this mentioned above lifecycle of business.

Surveys focused on lost customers:

If you would like to discover and perform key drivers and motives regarding your customers churn overseas you need to focus first and foremost on your lost customers. By surveying them you would be able to gather key information such as when and why they abandoned to be your customers. You might also be able to follow them up, with whom of your competitor (local or global brand) they are now, as well as why they switched your company to your competitor.

Please remember that this type of survey, however it should set up significant points of churn, is not a marketing activity aiming to convince your former customers for a comeback. The outcomes from survey should be transferred to marketing drivers afterwards, but at this stage you need to have just a clarification.

Survey focused on existing customers:

Surveying among existing customers in not only contacting those who are satisfied. It is strongly recommended to reach those audience who complained by customer service or helpline (so, in fact, they are merely in the churn position). You should also draw your attention to the group of customers who were almost switched to the competition but were save by smart reaction of customer service help line or the other luckily for you situation. Due to the character of this type of survey, it is strongly recommended to set up some specific path of continuous and repetitions.

Feel free to contact us as market research agency for RFQ or further details of this market research approach