- Location: Going to a closer/more conveniently located provider
- New/Unforeseen Circumstance: Vehicle broke down, was on vacation, etc.
- Price: Found a cheaper provider or used a coupon
- Service Quality: Unsatisfied with quality of service, technician’s attitude, perceived up-selling, store schedule, etc.
- Availability of Parts and Expertise: Service provider did not have the part or was unable to perform the job
- Trust/Word of Mouth: Followed recommendation of friends/family, perception that another provider is more trustworthy
Thursday, April 25, 2013
Customer Sentiment Survey – Why Are Customers Switching?
This week we’re taking an in-depth look at the switching issue. We’ve already analyzed switching trends by demographic segment, but it’s important to focus on the reasons. A customer who “switches” to a service chain because her car broke down nearby is different from a customer who switches because he felt his dealer was dishonest. Carlisle’s Consumer Sentiment Survey identified six main categories of reasons for switching: