What are the main reasons behind customer defection?

Apr 17, 2013 4:28 AM #1

How can I stop my customers defecting to other competitors? Is it all down to poor service or are there other reasons behind it?

Apr 21, 2013 4:16 PM #2

The main reason would be poor customer service, but at time cost and procedures may also be contributing factors.  For instant, if a customer finds the same service or product at a different place with better procedure and almost the same customer service, he or she may defect.
Therefore you need to look at all the different aspects of your organization and ensure that customers spend the minimum time possible to get a service or product.

May 23, 2013 6:31 AM #3

I agree with John, customer service is only one of the factors causing customers defection, the 5 P's model states that processes and people are the retaining factors of customers, hence, companies trying to avoid customer defection must focus on these 2 factors.

Last edited by Abdullah Al Jaber on May 29, 2013 5:09 AM
Reason: spelling mistake (line 2)
Jan 11, 2018 7:21 AM #4

There can be many reasons:

1. The customer is not satisfied with the services.

2. The customer is not getting the solutions to their issues.

3. The customer satisfaction is not enough. Sometimes customer should be delighted and surprised in order to feel valued. If the customer feels to be taken for granted, customer defection will happen.

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