An acquisition/defection matrix indicates
A)who a company is losing their customers to and gaining them from.
B)the relationship between satisfaction scores and retention.
C)none of the above
D)which type of customer is entering and leaving.
E)which VAN members are short vs. long term.

Question

Quizplus · Accepted Answer

An acquisition/defection matrix tracks the customers a company is gaining (acquisition) and losing (defection) over a given period of time. Therefore, the correct choice is A. B, D, and E are incorrect because they do not accurately describe the purpose of an acquisition/defection matrix.

An Acquisition/defection Matrix Indicates