In an effort to increase customer retention, an online travel service provider commissioned Relevant Insights to conduct an analysis of key drivers of satisfaction for different lines of business and competitors.
Prior to the actual key driver analysis, Relevant Insights launched an online survey using a trade-off methodology to hone in on the variables with the highest impact on consumers’ likelihood to continue patronizing this type of service. The reduced list of variables resulting from this study was then included in another online survey which collected the data needed for the key driver analysis.
Results from the key driver analysis were shared with different internal stockholder groups in the company and provided direction on what programs in different business areas should be prioritized to increase customer retention.
