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