Satisfaction and Loyalty Measurement Framework

Satisfaction and loyalty are really two sides of the same coin. They are interdependent. They form a chain of cause and effect, building on each other, so that they cannot be treated separately. That’s why they must be measured and managed holistically if you want to deliver a truly exceptional customer experience. Earning high satisfaction scores just earns you the right to compete for customers. But to retain those customers, you need to offer them greater total value than they can find elsewhere. You need to exceed their expectations. And you need to prove to them, over time, that you are deserving of their affection and loyalty. By adopting a more integrated and systematic approach to satisfaction and loyalty measurement, you will not only learn what’s important to customers, you will know exactly what you need to do to earn greater emotional commitment to you.