Improve customer and employee retention
by understanding what causes churn


Analyse and draw out issues experienced by customers and/or employees within your VoC & CX feedback to understand the root cause of churn.

  • Improve retention by prioritising improvements based on solutions that will have the biggest impact for your business and its stakeholders.

Touchpoint Group, trusted by customer centric organisations worldwide

Prioritise business solutions that will reduce churn and improve customer experience

Retention is a key priority for every business. Analyse all your customer feedback from CRM systems, social media, online reviews and CX channels to get an indepth understanding as to why issues revolving around customer experience is occurring.

Learn what restrictions, frustrations, and limitations stakeholders are experiencing when interacting with your business to better define a course of action. A similar approach may be taken to understand employee churn.

understand root cause behind customer churn
analyse thousands of comments in minutes with ipiphany

Reinforce customer experience & business performance priorities with data-driven results

Touchpoint's churn analysis and reporting solution reinforces organisations CX and EX priorities and strategic direction. It highlights potential issues, areas of weakness and defines key opportunities. Ongoing custom reports help determine issue impact, root cause and provide actionable solutions, resulting in improved customer satisfaction scores, reduction in issue resolution pay outs and stakeholder churn rates.

A solution for this project and a foundation for the next

The CX retention analysis solution is designed to help you manage and develop a robust action plan from ongoing analyses of your customer experience feedback. It is ideal for businesses with a customer facing product, service or operation - specifically targeted towards banking, telcos, utilities, eCommerce organisations and more.

Book a 20minute consultation today

understand root cause of customer issues
jp morgan mobile app case study
Case Study

How feedback analyses help detect issues and prevent churn

Touchpoint Group’s AI feedback analytics tool can analyse large volumes of unstructured text data. This, alongside a specially designed retention analysis, will quickly identify key driving factors that contribute to customer churn, reveal bottlenecks in internal systems that have a customer facing impact, and uncover and leverage the positive factors that keep customers engaged.

See More Of our Solutions

VoC feedback analysis (for Insurance)

Detect and prevent issues that impact customer claims and business performance by streamlining operational inefficiencies and identifying opportunities to reduce churn. Investigate and understand issues that cause bottlenecks and decrease department performance using a customisable reporting framework that shares critical detail with relevant stakeholders in near-real-time.

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Business Recovery Review

Understand the effects of COVID-19 or other major economic events on your business, competitors, and sector. Analyse the impact over time, and uncover issues in granular detail to help determine the best course of action to guide your business through recovery.

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NPS & CSAT Analysis

Analyse text feedback from customer satisfaction surveys such as NPS and CSAT to get a true understanding of your customers’ experience with your product or service. Quantify the results through ongoing trend analysis to understand the reasons driving customer satisfaction, experience and ratings. Use AI technology to determine root cause, and deliver key actions and solutions through a customised reporting framework specific to your business and industry.

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Contact Us

To learn more or book a 20 minute consultation to find out how we can help drive operational efficiencies in your business, fill out your details in our contact form.