Knowing what quitters think
Do you know why your customers move? The beauty of it is that you can know. With the INNOFACT Churn-Monitor you get indicators how your most critical target group, namely the churners, thinks.
Our tool acts like an early warning system. Because what churned customers formulate are the critical issues of tomorrow for current customers. This gives you a feeling of how your product and brand are perceived and what action is needed.
And not only that: you also get an overview of how the strengths and weaknesses of your competitors are developing.
Cancellations offer opportunities
Terminations are unpleasant, but they show unused business opportunities and potential. Because from the analysis of the reasons for migration, fields of action for product management, marketing and those responsible for the brand can be directly derived.
How it works
First, the cancellers are determined from your CRM or database. Experienced interviewers then call the cancelers using the available addresses and ask them about their motives. The telephone survey has proven to be a proven method of data collection, as the interviewer can react flexibly and, if necessary, go deeper into the motives for terminating the contract.
It is to be decided in which time intervals cancellers are to be interviewed: Annual, semi-annual or monthly survey waves make sense and are common practice here, depending on the number of cancellations and the product.
INNOFACT has a developed question design, which has proven itself many times over in this context.
These questions will be answered
Motifs
- Why was the product/brand originally purchased?
- What are the reasons for cancellation?
- Have attitudes or behaviour towards the product or market changed?
Competition analysis
- Which competitors are currently influencing market developments?
- What are the weaknesses of your brand or product compared to the competition or where are the current strengths of the competition?
- At which points is your company in danger of losing to the competition?
- Through which channels does the competition communicate?
Churn Management
- Is the reactivation of lost customers possible?
- Under what conditions would customers return?
- What is the referral rate?
What INNOFACT deliveres
- Insights from the user’s perspective:
A clear analysis of the reasons for churn and termination risks for existing customers - Monitoring:
Regular reports on the status of its own customers and users - Easy to implement:
In the case of several waves, quick, small surveys that provide a timely picture of the customer situation - Dashboard:
- Information quickly at a glance on
- Company performance / own strengths
- Competition / pressure exerted by competitors
- Market and context factors / factors that cannot be influenced
Available Packages
Monthly Churn Monitor
- Monthly reporting
- 100 cases
- telephone interview
- Delivery as a table volume (PDF/Excel) including a short, standardized
- Topline Report (PPT)
- Price: 3.000 Euro/month*
Semi-annual Churn Monitor
- Two reporting periods (waves) per year
- 250 cases per wave
- telephone interview
- Delivery as a table volume (PDF/Excel) including a short, standardized
- Topline Report (PPT)
- Price: 6.000 Euro/wave*
Annual Churn Monitor
- One report per year
- 1,000 cases
- telephone interview
- Delivery as a table volume (PDF/Excel) including a short, standardized
- Topline Report (PPT)
- Price: 20.000 Euro*.
*All prices excl. tax
what it looks like
- The INNOFACT Churn-Monitor shows strengths and weaknesses at a glance, making the adjustment screws of the churn rate visible and comprehensible. Ideally, over time the own company performance is getting better and better and with it the factors that you can influence yourself.
