95% Of Your Churn Should be Ignored. Here’s Why

When it comes to customer dissatisfaction, Spirit Airlines has consistently been the forerunner in the airline industry. Even in the recent travel report published by the American Customer Satisfaction Index it had the lowest score, much below the average benchmark.Having said that, you’d expect those numbers to reflect on the company’s growth rate, right?Wrong. Despite the mounting discontent among its customers, Spirit was the second most profitable airline company in 2015, and its growth rate is far from plateauing.So what happened here?Well, all those customers who were “dissatisfied” with Spirit’s poor service were still opting to travel on Spirit, as their deciding factor wasn’t the quality of the service, but the ticket fares. Spirit knows this, and keeps giving customers precisely what they want – nothing more, nothing less.Numbers can be deceptive; and many times, they don’t necessarily speak the truth. If you’re taking numbers at face value, without digging deeper and getting to the bottom of it all, then you’ll most probably get blindsided.And in the case of churn, it couldn’t be truer.

Source: 95% Of Your Churn Should be Ignored. Here’s Why

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About Bob Warfield

Here's my bio: http://www.smoothspan.com/management.html
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