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?
"
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.