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Loyalty Measurement

  • Track satisfaction/loyalty benchmarked to competitors
  • Examine predictors of loyalty, internal measures
  • Identify areas for improvement, impact on loyalty
  • Predict profitability based on customer loyalty, retention
  • Can be phone, mail or on-line/interactive data collection
  • Link results to attitude and usage data, segment profiles
  • Use loyalty as a segmentation criterion if appropriate
  • Establish trends with periodic tracking of indicators
  • Measure key dimensions of satisfaction and changes