Take the guesswork out of customer satisfaction, loyalty and advocacy. Understand and improve it with a replicable, statistically projectable approach to customer loyalty research.
Loyalty Mapping is a research-based diagnostic tool that helps measure satisfaction, current and earned loyalty, and likelihood to recommend. Bridging the gap between customer satisfaction and Net Promoter® (NPS®) loyalty research, Loyalty Mapping not only helps you understand where you stand today, but gives you a clear understanding of how to improve.
Focused on actively engaged audiences in the "post selection" phases of your relationship lifecycle (for both customers and employees), some of the specific insights Loyalty Mapping captures include:
Loyalty BenchmarksWhere do you stand now? See how satisfied and loyal your customers and employees (defined and compared by segment, role or business unit) actually are.
Gaps and DisconnectsAre internal and external loyalty aligned? For example, you can tie customer satisfaction and loyalty to corresponding employee satisfaction and loyalty.
Loyalty DriversWhat drives satisfaction, loyalty and advocacy? Identify and prioritize the soft (emotional) and hard (rational) drivers of employee and customer loyalty.
Loyalty and Customer Experience ImprovementHow does customer experience impact satisfaction and loyalty? See where potentially minor improvements can have major results.
Performance MetricsWhat should you measure to monitor and improve loyalty over time? Loyalty Mapping provides a metrics-based framework (leading and lagging indicators) to monitor and improve customer and employee satisfaction and loyalty over the long term.
Through these services, as well as our customer and employee loyalty and retention consulting, we can help you understand, measure and improve satisfaction, loyalty and advocacy. The results? Greater customer retention, increased current and future spending, and new customers that have been referred through word-of-mouth recommendations.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.