Market probe. (Provider Profiles).

MARKET PROBE INC.

2655 North Mayfair Road

Milwaukee, WI 53226-1310

Contact: Tanniru Rao

Phone: [phone]

Fax: [phone]

E-mail: [e-mail]

Web: www.marketprobe.com

Profile

Market Probe implements customer satisfaction measurement (CSM) programs for leading financial institutions.

Case Study

Market Probe's Customer Retention Forecasting System (CRFS) was successfully implemented in a super-regional U.S. bank. The CRFS approach included database analysis to develop a survival analysis model used to generate attrition risk scores for all retail households. Once validated, the model was used to update the retail database with a risk level score.

The next step was integrating household profitability data. Once attrition risk and profitability data became available, customers were classified as belonging to one of four groups:

* High profit, low risk.

* High profit, high risk.

* Low profit, low risk.

* Low profit, high risk.

The client then updated its database to include profit-risk designation on all household records. This information now guides telemarketing and direct mail services. The project's outcome is that the bank can tailor marketing communications to members of each group and can focus efforts on retaining high-risk, high-profit customers.