Lost/Inactive Customer Survey | Telephone and Online Research

Lost/Inactive Customer Survey

Telephone and Online Research

Uncovering information that has the power
.....to connect corporations with their customers.

Contact Inactive Customers

Time to face facts. Despite your best intentions to ensure that your customers, clients or patients are receiving the highest quality service, your organization sometimes loses accounts. For companies struggling with declining customer loyalty in an increasingly competitive market, returning to more personal relationships with customers can be a genuine competitive advantage.

Direct Opinions has pioneered the concept of Re-Winning lost, inactive or former customers. If your organization is looking for an opportunity to re-win lost business, develop a stronger customer loyalty following, or just better understand where your current service or product offering may be missing the mark, we can help.

An Inactive Customer Survey can explore customers’ attitudes and perceptions of your business, identify what keeps customers coming back, which of your current customers are at risk and why you may lose them.

Using feedback from our time-tested survey best practices, you can glean information from current and past clients to identify issues affecting customer retention. Direct Opinions will help you to identify priorities for improvement and facilitate the renewal of relationships with your inactive accounts.

How can you tell if a re-win survey and past customer follow up
is right for your organization?

• You have experienced a drop in revenue or profits
• Your organization is losing customers; but you don’t know why
• Customers seem to exhibit little or no loyalty

Although organizations often invest heavily in sales and customer service, too often they cut corners and leave the very important task of understanding what will create loyal, happy customers to an insufficient or informal information collection process. Your company may know that they have client loyalty issues but no way to qualify, quantify or follow-up on those issues consistently.

Re-Win Past Customer Surveys may be right for you if:

• You currently have no means to identify where your company can improve
• There is no consistent method to measure and track the effectiveness of your sales or service people
• Inconsistencies in customer or patient retention exist among multiple locations within your organization (i.e. your company has many offices and needs to evaluate all operations on an even playing field to find out who is doing well and who needs help)

Contact the Past-Customer Survey Experts

At Direct Opinions, we tailor every customer opinion survey to your information objectives. We do not use a canned presentation but develop an appropriate mix of custom telephone and online surveys. In addition, we can conduct one-on-one interviews based upon what you want to know and how this information will be used within your company.

Some projects naturally lend themselves to telephone based surveys while others are best completed using a more hybrid methodology. Regardless of which method is used, the results accurately capture the voice of your customer, providing actionable data that will help your business grow. Ready to get started? Contact Direct Opinions today for a quote on an Inactive Customer Opinion survey today!