Market probe.

• Position: Provider Profiles - Implements customer satisfaction measurement (CSM - Brief Article

MARKET PROBE INC.

2655 North Mayfair Road

Milwaukee, WI 53226-1310

Contact: Tanniru Rao

Phone: (414) 778-6000

Fax: (414) 778-3730

E-mail: info@marketprobe.com

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...