Surname 2
After going through the leavers’ statistics, the two main problems leading to customers’ exit
from using Zoompast and joining Centennial Sync are problems related to billing and
customer service respectively. After analyzing the various solutions to these major problems,
I recommend to you offering contracts that have annual lock-in prices clauses for solving
billing problems and training your employees as the best solution for upping the customer
care services.
By analyzing the statistics generated from the sample of the last fifty services
cancellation, forty-two percent of the cancellations caused by billing issues which is the
largest cause of this cancellation. In the second place is the dissatisfaction of the customers’
needs from the customer service desk with a twenty-six percent. Accumulatively, these two
reasons form sixty-eight percent of the total number of reasons as compared to the remaining
thirty-two percent. This indicates that billing and customer care related problems are the
major problems causing cancelation of services. As these major problems have multiple
solutions, which cannot be solved concurrently due to budgeting, I recommend to you the
solutions which will greatly solve the problems although not completely. By further
analyzing the solutions to the two major problems, I observed that offering contracts that
have annual lock-in price will solve sixty-six percent of the billing problems. This will leave
only a third of the problems unsolved. On the other hand, training employees on ethics and
service provision will solve sixty-one point five percent of the customer related problems
were leaving only thirty-eight point five percent of the problems unsolved. By taking these
two solutions, the larger fraction of their respective problems will have been solved.
Collectively, these two solutions will solve forty-four percent of service cancellation
problems which is the largest joint combination of solutions. I could have considered solving
the eighty percent solution of connectivity problems by updating infrastructure, but by
comparing the percentage of customers lost to the competitor, it is better to deal with the
