Improve repeat business and contract renewals

Identify retention factors and proactively manage your customer base so they renew contracts and repeat their service appointments with you. 

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A bird in the hand is worth two in the bush. That saying directly applies to the service industry. Consumers have many choices across service providers, and capturing and retaining their wallet share depends on delivering great experiences. Whether you provide car repair, storage units, massage therapy, or health clubs, you must measure the customer experience at multiple points in their relationship with you to retain their business. What was the first experience like? How are you engaging customers before contract renewals are due? How do you identify and encourage lapsed customers to come back? Market Force customer experience surveys measure your customers’ perceptions of value, identifies customers who may defect, and provides critical information about how to create repeat business.

Car repair. Massage. Fitness centers. Many customers explore your services options with a phone call. What do you offer—and how much does it cost? What appointments are available? Where are you located? If your operators are too busy with on-site customers to take those calls, Market Force’s outbound call centre agents can book your customer appointments. We'll free up precious time that franchisees and operators need to manage their businesses and deliver great customer experiences. Our agents become the voice of your brand—and we’ll meet or beat required service levels.

Not all customers have equal value. Some will be very receptive to your brand, others will not. Some present high-value opportunities for growth, others will only consume your resources without much return. Market Force delivers in-depth customer segmentation studies that identify clearly defined customer groups, attaches a value to them, describes them, identifies engagement strategies, and prioritises opportunities for investment.


Market Force worked with a national storage company to measure the experiences of customers at four different stages in contracting storage services.

  1. Visited the location but did not rent
  2. A current storage customer
  3. A past storage customer
  4. Reserved a unit but did not rent 

Research identified the key drivers of rental acquisitions, keenly focusing on the location manager’s ability to create a great first initial visit.

Thought Leadership

Increase Customer Retention  | Service Providers | Market Force
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