Case Study: a leading IT provider boosts retention and customer experience with Kantar

Kantar facilitated a company-wide transformation programme to help an IT provider become more customer-centric and increase retention rates

Kantar worked with a leading IT provider that was facing issues with low customer retention rates due to a poor customer experience. The client made improving customer service a top priority and sought to become more customer-centric.

Kantar designed and implemented a systematic customer feedback program and a company-wide transformation initiative. This approach identified critical customer needs and led to recommended improvements for the online store and invoicing process. As a result, the client's customer retention rates improved by more than 50%, and their customer experience scores rose above the industry average.