← All engagements
Illustrative engagements are composite examples showing how we approach this type of work. They do not describe a specific client.
Abstract
Separating price-driven churn from service and product-fit issues.
A multi-line insurance provider
The question
Renewal losses were rising, while aggregate satisfaction scores offered little explanation of who was leaving and why.
Our approach
We linked customer feedback to renewal cohorts and evaluated how service, claims experience, and price interacted.
Methods
- Method
- Voice-of-customer research
- Method
- Cohort analysis
- Method
- Driver modeling
- Method
- Text analytics
Outcome
The insurer identified distinct attrition pathways and could prioritize retention actions by segment.