Keeping the Customer Satisfied - Tony Boobier

The Dynamics of Customer Defection, and the Changing Role of the Loss Adjuster

UK insurance suffers the highest rate of customer churnage in the service industry ie those who switch provider, says a recent report issued by Pitney Bowes.

There is a striking level of consistency in churn rates across the United States and European countries. In the report, every country reported its highest levels of customer churn to be in the insurer, supermarket, Internet service provider, mobile phone and bank categories, although not all in exactly that order...

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