Customer Loyalty Surveys

Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you.
- Chip Bell

Customer loyalty refers to the commitment of a customer to purchase products or hire services of a particular business due to the belief that it offers the most optimal combination of product/service quality, price and the overall customer experience in the corresponding category.

Customer loyalty is positively associated with customer satisfaction as satisfied customers tend to stay with the brands that consistently meet their expectations with regards to this combination. Truly loyal customers are not easily swayed by competitor offers, however enticing they may be. They do not just generate consistent sales but also act as your brand ambassadors spreading the word about your business, and helping you to improve your products and services. Moreover, a loyal customer is much easier and cheaper to keep than it is to acquire a new one. It is estimated that the cost of obtaining a new customer is 10x higher than that of keeping an existing patron who has already shown loyalty to your brand.

Successful businesses recognize the importance of customer loyalty and put huge efforts towards retaining their current customer base. Any customer loyalty program will start with measuring the current customer loyalty of the brand, and then examining those attributes which are most strongly related to customer loyalty.

Our Approach to Customer Loyalty Surveys

As stated above, customer loyalty is closely related to customer satisfaction. Therefore, many businesses make the mistake of thinking that the two concepts are interchangeable. However, this is not exactly the case. Oftentimes, customers will be satisfied with the company's product or service but lack in commitment/loyalty to the brand, and vice versa. Therefore, measuring your customers' satisfaction is not enough to make judgments about the degree of their loyalty, and it is important to take into account other determinants and correlates.

This is exactly what we do

We help you gauge a multifaceted view of your brand's customer loyalty to help you retain the majority of your existing customers for as long as possible. To this end, we design and conduct all-round customer loyalty surveys that take into account the multidimensional nature of the concept and give you an all-inclusive understanding of your brand's customer loyalty.

However, our input does not end with the design of survey instruments. Our research consultants will also help you choose the best combination of survey administration modalities to use according to your industry, budget and your customers' characteristics. We will then proceed onto data collection by deploying the survey with your target consumer segment.

Upon completion of the survey, our data analysis staff will conduct an in-depth analysis of the obtained data to turn it into actionable insights that you can use to inform your customer loyalty program.