“We don’t understand why some customers churn.”
Improving Customer Retention
ZEN foods wanted to understand why their customers choose their service. PhD Insights developed a custom survey to understand the value propositions that most resonated with their current and former clients. We conducted a full set of statistical analyses to develop market segments and identify under-performing programs.
Eliminating two specific programs raised Z.e.n. Foods' net promoter score by 18 points.
The CEO and Head of Marketing used these results to eliminate underperforming programs, giving them the opportunity to narrow their focus to the best performing programs and streamline their operations and marketing initiatives.