The multi-phase study will begin in April with a quantitative study of enterprise MPS customers in the USA, Canada, Germany, France and the UK, followed by in-depth interviews to understand the critical dynamics associated with satisfaction and switching behaviour.
Photizo Group is launching this study to assist clients in addressing this serious information gap and to identify growth opportunities in competitors’ accounts, by identifying the types of customers who are most likely to switch.
Ed Crowley, CEO of Photizo Group said: “Many vendors are making a serious error in assuming that their existing customer loyalty or satisfaction study is adequately identifying threats to their customer base. Without an understanding of how your customer satisfaction and loyalty compares to your competitors, it’s easy to overestimate the strength of your customer relationships.”
Research and analysis into MPS customer defection rates by Photizo Group indicates that 33% of MPS contract holders are considering either switching MPS vendors or bringing their outsourced MPS project internal.