Customer Feedback

Probably the most productive tool that we use for our management and for our Board of Directors is a member survey that is aimed at determining how well we deliver services to our members. It is done professionally and objectively by the Loyalty Research Center. We use the results to measure our performance organizationally and individually; it is used company wide. It has proven to be an invaluable tool for our Board to get some specific sense for results rather than just a 'feel'. The results help us to set specific targets for future performance measurement, including staff objectives. It gives us a measure year to year.

Steve Sullivan, CEO
METROPOLITAN INDIANAPOLIS BOARD OF REALTORS® (MIBOR)

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Loyalty Research: The Next Generation of Voice-of-the-Member Research

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About the Loyalty Research Center

Since 1997, the Loyalty Research Center has focused on customer and employee loyalty/satisfaction measurement and management in the B2B, B2C, and Association sectors. We work with companies across a myriad of industries and distribution channels to:

Improve customer and employee retention
Prioritize and implement effective change strategies
Maximize profits through better understanding of loyalty segments and their drivers, customer expectations, employee engagement, current performance, and competitive strengths and weaknesses

As early pioneers in this specialized field of market research, Loyalty Research Center founders Al Paison and William Aldy Keene, along with our senior consultants, have a depth of experience and business knowledge that enable them to address strategic and tactical challenges faced by companies today.

National Expertise

The Loyalty Research Center has many years of cumulative knowledge and experience as experts in the discipline of satisfaction, loyalty, and relationship management.

Since 1997, the American Marketing Association has utilized the Loyalty Research Center as its primary training and development partner for customer satisfaction and loyalty measurement.

Key personnel with the Loyalty Research Center conduct workshops geared toward both professional and academic audiences.