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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Return on Investment

The Loyalty Research Center's baseline customer loyalty research provides customer feedback performance of your organization's functional areas relative to your competition. You'll learn which areas lag the competition, and which areas your organization's performance excels.

Because customers don't view or weigh all experiences across functional areas equally, each Loyalty Research customer study includes key driver analysis to uncover customer driven priorities.

We understand that you cannot do it all. Different change initiatives have different price tags, so you have to weigh the costs, consider your budget and estimate the return on the investment for each change initiative.

The Loyalty Research Center can help you prioritize your change initiatives by looking at how much value is created by each of your functional areas. For example, what value does a superior performance evaluation for on-time delivery create? We use Choice Analysis to put a dollar value on various performance levels of business activities and change initiatives; enabling our clients to make decisions about where to put resources, and just as important - where to reduce resources without negatively impacting the customer experience!