Customer Loyalty Surveys

Measure Customer Loyalty and Improve Customer Satisfaction

Customers are the lifeblood of any business. You can’t afford to lose them—and their repeat business—to the open arms of your competition. Building a feedback loop into your business plan can be a fast, easy way to keep your customers coming back to you. Start asking customer satisfaction and loyalty questions as part of your marketing activities, and find the information you need to keep your customers happy.

If your customers are loyal they not only buy more, they refer other customers. Well-established research by Bain & Company found that, for many companies, an increase of 5% in customer retention can increase profits by 25% to 95%. The same study found that it costs six to seven times more to gain a new customer than to keep an existing one.

The main difference between customer loyalty surveys and customer satisfaction surveys is that customer loyalty surveys tend to be more focused on predicting customer behavior and perceptions. When measuring customer loyalty, you can either do a stand-alone loyalty survey or incorporate customer loyalty questions into your transactional or periodic customer satisfaction surveys. Regardless of how you approach it, understanding customer loyalty is essential to the health of your business.

Use Zoomerang to do a Customer Loyalty Survey

Zoomerang offers the tools you need to build a successful customer loyalty survey. Use our formatting tool bar and powerful question types to design a short and effective survey that will help you identify customers who might switch to a competitor, better tie attitudes and beliefs to behavior, and understand the drivers of customer loyalty—and ultimately the customer’s relationship with your business.

Start measuring customer loyalty today. Sign up for Zoomerang Premium for just $599/year.

7 Things Research Has Revealed About Loyal Customers

The Global Benchmarking Network  says loyal customers will:

• Stay with companies longer
• Cost less to service
• Provide higher margins
• Purchase across product lines
• Buy more
• Demonstrate immunity to the competition
• Demonstrate less price sensitivity