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Customer Retention

This survey is gathers information about the customer retention environment for DSL services. Please answer question with the bests available response. We will discuss these topics in the follow-up interview and any expansion can be covered at that point.

Name: Company
Position Organization
E-mail:

Current Statistics
Current Overall Churn Rate (past month)
Average Quarter Churn Rate
Current Financial Churn Rate
Current Competitive Churn Rate
Other Churn rates measured

 
How high a priority is customer retention for your company? (one is most important)
1
2
3
4
5

 

Rate the effectiveness of customer retention efforts to date? (one is very effective)
1
2
3
4
5

 

Which statements are true of your organization
Retention Ownership has been assigned to an individual or team
Budgets are in place for retention resources
Retention targets are assigned within the organization
Retention strategy is communicated throught the organization

 

Current Programs:
Sales Programs:
Client programs:
Operations Programs:
Post-Disconnect programs:

 

Financial Disconnects:
Rate of financial disonnects is:
90 Days Past Due compared to 1Q02 is:
Financial disconnects occur :
 

 

Financial Components:
Rate accuracy of current reporting
How actionable is current reporting
Which churn reports are most important
Any other reports that are critical
Does reporting lead to accurate forecasts?

 

TECHNOLOGY
Former customer database records saved:
Records include:
Predictive models been created for retention: (Check= YES)
Differentiated retention efforts in place for high value customers: (Check= YES)
High value customers are identified in customer facing systems: (Check= YES)
Any IT development planned for retention: (Check= YES)
'02 Estimated IT retention spending:

Additional Comments:

 

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1745 S. Pennsylvania St.
Denver C0 80210

Phone:303.884.7771
Fax: 303.715.0261

 

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