What do our customers think of us? Who are our ambassadors and advocates for my brand?

Which service areas do I need to improve on to drive preference and loyalty? Our satisfaction scores are already very high, is there any more room for improvement?

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Benefits: 

  • Determine the potential for retaining customers and the potential to deepen their relationship with you or widen the relationship (through other product lines you offer) 

  • Prioritize and identify gaps to optimize engagement. 

CLoSE™

Customer Loyalty & Satisfaction Evaluation (CLoSE™) is a methodology that goes beyond measuring satisfaction to the assessment of loyalty and preference in a competitive context.

 

It is a holistic approach based on consumer behavior, satisfaction, psychology and loyalty. 

 

There is a need to measure both satisfaction and loyalty because it is proven that a loyal customer is not necessarily always a

satisfied customer, and a satisfied customer is not always loyal. 

60% - 85% of customers who chose a new vendor indicated that they were satisfied or very satisfied with their former vendor.

Improving Customer Experience

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