This project aimed to understand specific reasons behind cancellations in upgraded service tiers, focusing on addressing service gaps and enhancing retention among higher-value customers. The insights from this study were essential for identifying priority areas to improve customer loyalty.

I began with a quantitative survey phase, distributing structured questionnaires to a large sample of recently canceled customers. This phase provided statistical insights into cancellation drivers and helped prioritize key areas for the qualitative phase. Building on these results, I conducted 60 in-depth interviews with former upgraded tier customers to explore each respondent's experiences with service quality, package understanding, and their decision to cancel.

• Improve Sales Transparency: I recommended retraining the sales team to set clear and realistic expectations around service coverage, pricing, and frequency, ensuring customers understood exactly what to expect.

• Enhance Service Consistency: I developed a structured approach to service timelines to ensure that promised frequency and coverage levels were consistently delivered across all upgraded service tiers.

• Reassess Pest Treatment Effectiveness: I suggested a review of treatment products, focusing on specialty pests, to ensure consistently effective and reliable results for customers in upgraded tiers.

• Dedicated Customer Support: I recommended assigning a single, well-informed point of contact for upgraded tier customers to streamline issue resolution and provide a more personalized service experience.

One year after implementing these recommendations, we measured a 12% improvement in customer retention among high-value customers. This increase in retention translated to over $5 million in additional revenue, achieved simply by retaining these customers for one additional service.