€200,000 Annual Savings by Identifying Churning Customers
To identify customers who think about leaving for competition and retain them.
Random recalling could not identify all unhappy customers and other feedback solutions were low-performing. Orange needed a quality and satisfaction check on as many retail and call centre interactions as possible.
After every visit or call, we request customer feedback via SMS/email. Besides measuring the CSAT and NPS metric, we provide the opportunity to leave spontaneous insights. The automated semantic analysis then identifies customers thinking about leaving the brand.
|
Contact volume surveyed in the transactional survey |
562,358 |
|
Conversion rate
|
7% |
|
Feedback volume |
38,365 |
|
Negative feedback % |
12% |
|
Negative feedback volume |
4,724 |
|
Reactive retention cases % (based on our benchmark) |
15% |
|
Reactive retention case volume |
708.57 |
|
Success rate of reactive retention |
70% |
|
Average life-cycle of subscription |
21 |
|
ARPU |
€18.00 |
|
Value per 1 saved customer |
€378.00 |
Thanks to the simplicity of the Staffino platform and the ability to discuss each case internally directly within the online platform, we have been able to retain 70% of customers who were likely to leave.
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