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Customer & Employee Loyalty

491731875Learn How to Measure and Build Loyalty

Quantum Insights’ Customer/Employee Loyalty Research is a comprehensive approach for measuring and building loyalty by examining what affects customer and/or employee commitment and loyalty.

  • This is accomplished through a combination of quantitative (surveys) and qualitative techniques (focus groups and/or In-depth interviews).
  • Each study is customized to uniquely suit your company and its employees/customers.
  • The first study serves as a benchmark from which to measure progress.

The quantitative phase of the research consists of customer/employee surveys that:

  • Measure current loyalty levels and quantifies them with an index that can be used to measure progress. The key is to achieve a level of customer/employee loyalty that promotes advocacy
  • Assess what drives strong loyalty levels. This helps determine the importance of each attribute to loyalty. Based on this hierarchy, we can prioritize the actions that should be taken.
  • Segment customers/employees based on their level of loyalty. Provides a clear picture of where your customers stand with regard to their support of the company.

drivers of loyalty

The qualitative research complements and enhances the customer/employee surveys in two fundamental ways:

  1. First, explorative research can be useful in uncovering potential issues that can then be addressed in the associate loyalty survey.
  2. Secondly, survey findings, potential action steps, and their implications can be fully explored with groups of customers/employees after the survey is completed.

For More Information

You probably agree that market research is a necessary activity for any major company, but its cost has often been open to question. In many cases, it’s not the cost of specific research projects, but the validity of the projects themselves, that needs to be evaluated. Many companies engage in extensive research activity, often including […]

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