Loyalty versus Satisfaction - What's the Difference?

Satisfaction will not tell you if your customers will defect or your association members will drop their memberships.

Loyalty measurement captures the voice of the customer; their expectations and your performance against those expectations, as well as what you need to do to improve. Unlike satisfaction, loyalty encompasses the total customer experience; giving you a foundation for better decision making and action planning.

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

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Click here for, Why Should Associations Survey Their Members in a Recession?

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Measuring Customer Loyalty across Distribution Channels

Is this your dealer? How do you know?

We work with clients, not only to identify multiple customer types, but also to select the best options and sequencing for collecting customer feedback. This is especially challenging when organizations do not have access to end user contact information.

Regardless of whether your organization sells direct to the customer or through a distributor/dealer network, the Loyalty Research Center has the experience, knowledge and understanding to create a customized customer loyalty research study that will result in actionable information to improve your business results.

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