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Consumer Insights. Market Innovation.

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Retention research probes the reasons for lapses in great detail. Often, we first establish whether each of a series of fairly broad factors was involved in dropping the policy. Then, further closed-ended questions narrow down the reasons. Finally, we make thorough use of open-ended questions to provide details that will be actionable. Responses are analyzed in verbatim as well as coded format. Often, this reveals very specific actionable reasons for losing customers.

At times, artificial intelligence analysis of differences between lost and retained customers is useful to highlight the factors that affect retention most, providing important input to our clients' retention investment decisions.

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