mortiz0010

CSFactor 2 CSF2 = [(SL x CA = -E) + CSL1] There is a universal law that it should take less energy to sit on a flagpole than to climb it. Seems logical. Climbing it numerous times to gain four different views would require burning more calories than shinnying up once and sitting up there to look around for the views. Yet there are certainly those who seem to have not learned the lesson. Colleges that have not yet focused on the value of retention which can be increased through some simple customer service training rely on the old  churn and burn approach . Keep bringing in ever increasing numbers of new students and don’t worry if they just drop out never to return.Just get some more.  These schools make admission folks in particular climb the pole over and over, burn calories and just plain burn out trying to meet ever-increasing admission goals.  You’d think some universities had never heard of flag pole sitting on a pillow called retention. Or the stabilizing...

Following a recent workshop presentation on customer service and retention, I was asked by one of the attendees if I would supply the way I figure ROI from retention and customer service. She wanted to  compute how much money customer service issues were costing the university so she could  show literally that poor service costs money. She was not the only person who has asked for the formulas I use in my work so I decided to post this one for everyone’s use. The following is about Customer Service Factor 1 (CSF1) The Value of Retention (or the Losses from Attrition). CSF1 helps a college figure out how much revenue/money it is losing from its actual attrition. The formula is expressed as CSF1 = [(P X A= SL) X T] In the formula,  P  represents the total school population; not just the starting fall freshman number. Most schools use the fall incoming freshmen numbers and that is an error. The assumption is that attrition occurs most in the first six weeks of the ...