Not all customers are 100% loyal but 100% of loyal customers are, above all else, satisfied customers.
Loyalty is a construct built from:
- the customer experience (their satisfaction)
- and their beliefs (your business’ image).
We zero in on the measurement of loyalty through the help of a multi-criteria model which integrates multiple explanatory components.
Through our assessments and a close analysis of customers’ expectations, we’re able to calculate and find:
- How loyal are your customers?
- What are the main drivers of their loyalty?
- What are the economic stakes for your business?