Market in View is in the third year of conducting this nationwide monthly tracking study which focuses on reasons prompting customers to opt-in to or opt-out of service with a specific vendor. By measuring the frequency of customers changing vendors and monitoring the perceptions and behaviors of those who switch, insights are gained in the marketplace.

service: Quantitative
completion date: May 2015

the approach: Market in View conducts monthly online surveying of customers who have made a change in service with the vendor. A total annual base of approximately 30,000 includes those who are new service customers and those who choose to discontinue service with the vendor.
the results: By tracking the reasons for changing providers over time, trend data can be highlighted and acted upon for improved customer satisfaction and retention. Questions about topics of current interest are easily integrated into the monthly survey, providing an enormous amount of flexibility for this study. Market in View offers ongoing custom support and ad-hoc analysis as part of this tracking study.