Publicação
Seeing customer satisfaction without asking : applying customer health metrics to monitor retention in non-digital services, a case study of facilities management service TDGI
| Resumo: | The study aims to explore how TDGI can effectively monitor client retention based on CRM and corporate data through qualitative analyses by interviewing some clients and two distinct quantitative analyses – a customer relationship analysis and a retention analysis. The research framework is adopted from customer health metrics currently used among IT companies, such as SaaS and PaaS. This framework seeks to understand the relationship dynamics, usage patterns, and value realization to analyze the health of the relationship between companies and customers. The research found that operational metrics can partially explain and predict both customer satisfaction and the risk of churn. The customer relationship analysis reveals that factors like urgent service requests, labor hours, corrective working orders, and plan completion rates are significant in proactively inferring client sentiment and retention from internal system data. Compared to previous research, we found that within the service domain, especially facility management, interaction factors also account for the relationship health, which is expressed within labor hours and from interviews with customers. Based on the findings, the company should optimize urgent request handling, allocate adequate and sufficient labor, monitor corrective works, and ensure a high completion rate of planned activities as key initiatives to maintain strong client relationships. |
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| Autores principais: | Bui, Dang Huy |
| Assunto: | Churn prediction CRM data Customer health Customer relationship management Customer retention Customer satisfaction Facility management Operational metrics |
| Ano: | 2025 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso embargado |
| Instituição associada: | Universidade Católica Portuguesa |
| Idioma: | inglês |
| Origem: | Veritati - Repositório Institucional da Universidade Católica Portuguesa |
| Resumo: | The study aims to explore how TDGI can effectively monitor client retention based on CRM and corporate data through qualitative analyses by interviewing some clients and two distinct quantitative analyses – a customer relationship analysis and a retention analysis. The research framework is adopted from customer health metrics currently used among IT companies, such as SaaS and PaaS. This framework seeks to understand the relationship dynamics, usage patterns, and value realization to analyze the health of the relationship between companies and customers. The research found that operational metrics can partially explain and predict both customer satisfaction and the risk of churn. The customer relationship analysis reveals that factors like urgent service requests, labor hours, corrective working orders, and plan completion rates are significant in proactively inferring client sentiment and retention from internal system data. Compared to previous research, we found that within the service domain, especially facility management, interaction factors also account for the relationship health, which is expressed within labor hours and from interviews with customers. Based on the findings, the company should optimize urgent request handling, allocate adequate and sufficient labor, monitor corrective works, and ensure a high completion rate of planned activities as key initiatives to maintain strong client relationships. |
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