Customer Loyalty Assessment

Customer Loyalty Assessment is an actionable, strategic loyalty program comprising qualitative and quantitative research methods, as well as consulting services. The goal is to help your organization determine how, and how effectively, it is addressing customers’ requirements from various perspectives – not only in terms of customer satisfaction, but also from the standpoint of profitability.

During the qualitative phase, we will work with your company’s executives, managers and front-line staff to:

• Obtain buy-in and ensure actionability.
• Identify potential roadblocks with customers.
• Explore organizational strengths and weaknesses.

Externally, we will conduct qualitative research with a select group of your customers to:

• Confirm customers’ key requirements.
• Frame issues in customers’ own words.
• Uncover customers’ emotional and rational motivations.

The quantitative research stage utilizes Harris Interactive’s commitment simulator tool to:

• Prioritize the key drivers of customer commitment.
• Assess customers’ emotional and rational bonds.
• Identify and leverage customer advocates.
• Compare your company’s loyalty efforts to competitors and best-in-class practitioners.
• Link customer behavior to bottom-line results.

Consulting services offer workshops, as well as planning and modeling tools, to help businesses integrate customer, employee, market, financial and operational information.

Sample Output: Retail Relationship Map

Rationally Connected: Relationships based on value and product availability/performance

Committed Relationship: More customers willing to travel than any other retailer

Emotionally Connected: Price insensitive and shop there for fun

Disconnected: Price sensitive and deal dependent

Contact Us

To learn more about loyalty research and our portfolio of solutions, contact us at info@harrisinteractive.com or call 877.919.4765.