Assessing the Impact of Customer Service Strategies on Loyalty

This project evaluates the impact of customer service on customer retention and churn. In the first phase, we build a statistical model to examine drivers of customer loyalty. In the second phase, we work with customer service to evaluate the effectiveness of new customer service strategies. This project will enable the company to better predict customer retention and churn by using appropriate metrics. In addition, the company can understand the impact of alternative customer service strategies on customer loyalty and can choose the most effective one for implementation.

Intern: 
Thi Uyen Uyen Banh
Faculty Supervisor: 
Sandeep Arora
Project Year: 
2019
Province: 
Manitoba
Partner: 
Discipline: 
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