Insights
Understanding customers to drive retention
Successful customer retention begins with a deep understanding of customer behaviour. That's why we can off bespoke insights designed to inform strategy, enhance engagement, and support long-term loyalty.
These insights look at your existing customer portfolio and consumer behaviour to ensure you know your customer and what actions to take to retain them.
Customer behaviour analysis
We give detailed insights into how customers interact with their finance agreements, including:
- Renewal patterns: Understand when and why customers choose to renew, and what they’re renewing into.
- Agreement lifecycle trends: Identify key moments within the customer journey where engagement is most effective.
- Behavioural triggers: Spot indicators that suggest a customer may be ready to upgrade, refinance, or exit.
Dealer training
We support your teams with online training modules that turns insights into action. Our programmes focus on:
- Retention-focused conversations: Helping staff recognise and respond to customer signals
- Data interpretation: Equipping teams to understand and apply behavioural insights in day-to-day operations
- Strategic engagement: Encouraging proactive outreach based on customer lifecycle data.
Contract strategy development
Using our insights, we help you build comprehensive contract strategies that align with customer expectations and business objectives. This includes:
- Structuring agreements to encourage renewal
- Identifying optimal contact points throughout the contract
- Supporting upgrade and part-exchange conversations with relevant data.
End of contract surveys
We actively survey customers once they come to the end of their finance agreement, offering valuable insight into:
- Satisfaction levels
- Reasons for renewal or exit
- Opportunities for re-engagement.
These surveys help you refine your approach and improve future retention outcomes.
Why insights matter
- Improve retention rates: Engage customers before they begin exploring other options.
- Enhance customer experience: Personalised, well-timed communication builds trust and loyalty.
- Support strategic planning: Use behavioural data to inform stock management, campaign timing, and staff training
Let’s put insights to work
Are you partnered with us?
Contact your Account Manager to request a demo.