A large food service company wanted to understand the relationship between customer satisfaction and account retention and be able to leverage its wealth of internal data to improve retention efforts.

Research Objective:

CMI’s mission was to develop leading indicators of unit performance and retention from existing data resources.

Methodology:

Utilizing a variety of types of existing data (e.g., employee satisfaction, customer (end user) satisfaction, client (buyer) satisfaction, internal performance measures, and financial data), CMI developed and tested hypotheses relating unit performance to various database measures. Indicators of account retention were developed from this analysis.

The Result:

CMI demonstrated how performance drives profitability and identified leading indicators that are currently being used to monitor unit performance and trigger intervention should account retention be at risk.