SERVE
Where are we losing customers?
Customer journey, satisfaction, mystery shopping, churn drivers.
You’re here if…
- “Churn is climbing and customer service has no explanation that holds up.”
- “You suspect a problem with the branch or in-store experience but have no proof.”
- “The satisfaction score has been falling for two quarters and no one knows which step to act on.”
What we answer
- At which step of the customer journey do you lose the most customers?
- What are the real drivers of satisfaction and churn, ranked by weight?
- What actually happens in-branch or in-store, seen by an ordinary customer?
- What is the estimated financial impact of each friction point?
How
Customer journey mapping, satisfaction survey with driver analysis, mystery shopping in-branch or online, churn-reason analysis.
What you receive
- A journey map with quantified friction points
- A ranking of churn drivers by statistical weight
- A documented mystery-shopping report
Timeline and budget
Fieldwork and delivery timelines depend on the exact scope of the study and are confirmed in the proposal. The budget bands below frame the discussion from the brief onward.
120–250k MAD250–500k MAD500k–1M MAD+1M MAD