Customer Satisfaction and Loyalty Analysis
Customer Satisfaction and Loyalty Analysis

Customer satisfaction and loyalty is formed through repetitive, positive experiences with the brand / company. This process is affected by the following factors: high quality of service or product, met expectations or emotional connections made with the brand. ACT implements a multi-dimensional analysis on customer satisfaction and loyalty enables companies to feel the pulse of customers’ attitudes.

Customer satisfaction and loyalty analysis empowers companies to tackle the following types of tasks:

  • Identification of customer satisfaction and loyalty level with maximum precision and by means of approved indices

  • Monitoring of customer satisfaction and loyalty rates which enable companies to be consistently informed in a timely manner

  • Increase of satisfaction and loyalty rates by means of identifying complex factors affecting customers’ attitudes

  • Assessing the effectiveness of completed work – we can define the impact of the company’s effort on customer satisfaction and loyalty level and whether decisions made by the company meet their expectations.

In this process, ACT successfully incorporates indices, such as:

WOM (Word-of-mouth) index – measures a customer’s readiness to recommend this or that brand / product / company and also identifies sentiments around the brand – positive, negative, neutral.

CSAT – customer satisfaction index – an indicator of the effectiveness of the work performed by the company. This index measures a consumer’s satisfaction with a product / service. The main advantage of CSAT is that it enables identification of the current satisfaction with product / service at an exact given moment. This index is rarely used to study long-term sentiments.

CSI – secured customer index – enables segmentation of a company’s consumers according to loyalty and accordingly, gives the company the opportunity to come up with an action plan tailored to each segment.

NPS Index – one of the key and most widely used measurements of consumer loyalty. Its advantages include simplicity – by asking only one, simple question, the organization has the opportunity to monitor its customers’ loyalty and satisfaction level.

It is also important to pay attention to timing and the regularity of the satisfaction measurement which depends on the product specifications.