An Analysis of customer attrition in legal aid companies: a case study of Top legal Incorporated

Author

Jongwe, Chenai

Title

An Analysis of customer attrition in legal aid companies: a case study of Top legal Incorporated

Abstract

This study delves into the multifaceted phenomena of customer attrition within legal aid services, focusing on Toplegal Incorporated as a case study. The research was structured around exploring the substantial impact of both personal and national factors on the rates of customer attrition. Through comprehensive literature reviews and empirical analysis, this study identifies key variables contributing to attrition and evaluates their significance in shaping customer retention strategies. The research objectives were meticulously addressed by analysing primary data gathered from Toplegal Incorporated and integrating insights from extensive literature. Based on these insights found, the study recommends the development of age-sensitive legal services, gender-specific marketing strategies, enhancement of perceived service value, adaptable pricing models during economic downturns, and leveraging socio-political stability to foster client trust and retention. This research contributes to the strategic framework for legal aid organizations, emphasizing the need to tailor approaches to both demographic characteristics and economic conditions to mitigate customer attrition effectively. Future studies might explore the impact of digital technologies and cultural factors on attrition, potentially enriching the current findings and offering new avenues for enhancing client retention in legal services.

Date

June 2024

Publisher

BUSE

Keywords

Customer attrition

Legal aid

Adaptable pricing models

Supervisor

Mr. Kusotera