Mitigate Customer Defection In Your Company

Mastio’s defection intervention program is the perfect solution for quantifying what customer defection is costing you – and how you can combat it. We identify the key factors that are causing customers to move elsewhere and deliver related strategies to increase your customer retention and share-of-wallet.

We Work With World-Leading Brands Across Multiple Sectors

Customer Defection Impedes Your Business Growth

Did you know that more than 90% of unhappy customers leave a supplier without saying a word? Or that the average company defection rate is 20-25% per year? So, for every $100m in sales, organizations can expect to lose $20m each year…

Customer prospecting, acquisition and conversion is expensive - and most companies struggle to achieve the loyalty necessary for long-term retention. Exploring customer defection with Mastio is essential to accelerate profitable growth.

Introducing Mastio’s Defection Intervention Program

Mastio’s Defection Intervention Program identifies the key factors that highly influence your customers to stop doing business with you completely or move a substantial amount of their business to a competitor. 

By monitoring these factors, you can intervene and save up to 50% of dissatisfied customers from defecting - potentially salvaging millions of dollars of business and boosting customers’ lifecycles. You will likely save $100m for every $10m in sales.

Here’s What You’ll Learn

With this program, we’ll work closely with you to establish and implement a formal process to intervene with dissatisfied customers before it’s too late. The result? Stronger customer retention, better loyalty, and more profits.
  • The primary factors that drive defection with your customers
  • How “defection factor” complaints come into your organization
  • How your organization should monitor and intervene with complaints
  • How your organization can resolve dissatisfaction with defection factors
  • How much defection is costing your organization each year

Why Choose Mastio?

Extensive Experience

For over 35 years, Mastio has been at the forefront of customer experience research, delivering unbiased data and actionable insights.

Proven Track Record

Our stellar reputation covers over 300 companies and 900 projects - collaborating with Fortune 100 and 500 companies in various industries.

Superior Analytical Tools

We have easy-to-use proprietary tools to segment and analyze large amounts of data that supports exploration and analysis of study results by relevant demographics.

Customer Service

To us, you’re not just a number on a spreadsheet. We pride ourselves on service - and our team works with you directly throughout our engagement.

Improve Business Performance With a Deep Understanding of Your Company, Customers & Competitors

Mastio helps you better align with your target audience and take great strides to outperform your competitors. If you’re ready to win and retain more business by understanding your customer and competitors – we’d love to hear from you.


Years of Experience


B2B Projects


Satisfied Clients