Identified Causes of Customer Attrition to Improve Satisfaction by 10% at Healthcare Service Provider

Challenge

A healthcare service provider faced customer attrition due to poor quality of the customer experience and misalignment between organizational stakeholders.

The company needed to evaluate key relationships between client perception and business factors to identify causes of attrition and dissatisfaction.

Approach

• Modeled client event-based survey attrition data using advanced analytics
• Assessed gaps in current quality KPIs based on customer satisfaction and attrition drivers
• Designed and executed Voice Of Customer (VOC) survey to understand customer experience and main drivers of customer dissatisfaction
• Analyzed drivers of misalignment between customer expectations and actual service delivery
• Proposed new customer journey framework and solution