Customer Loyalty Research

A third of all research carried out at FieldGlobal Market Research Pvt Ltd is customer loyalty research. Over the years we have conducted hundreds of customer loyalty surveys leading to a Customer Satisfaction Index (CSI) portfolio. This enables comparisons with other industries to be made, and proves useful in customer benchmarking our clients for improvement in the future.

Our customer loyalty programme is designed to help you win and maintain customers for life. After all, satisfaction usually leads to a customer returning and buying more. Repeat, loyal customer tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust. The tool uses satisfaction and importance scores to identify the actions required for each issue. In this way, the results can be classified to show what action is required. the purpose of customer satisfaction research is to improve customer satisfaction, so often surveys sit collecting dust. Worse than that, customers have generously given their time to assist in the survey believing that some positive action will take place. Their expectations will have been raised. The process of collecting the data can seem easier than taking action to improve satisfaction levels.In any customer loyalty research there will be quick fixes – actions that can be taken today or tomorrow that will have immediate effect. In the longer term, cultural changes may well be required to improve customer satisfaction and customer loyalty, and that is more difficult.

Competition for customers today is intense and answers to these questions may have a significant impact on your company’s business and profitability. The cost of acquiring a new customer is exponentially larger than the cost of keeping one and that is exactly why a better understanding of your customers’ experiences is so important. The same is true for customers-all customer complaints are worth noting, but some problems cannot be fixed within a company's economic constraints, and all organizations should remember that no single business, product, or service can meet everyone's needs. This is an excellent rationale for conducting segmentation studies, which can fine-tune your ability to target groups-employees or customers-whose needs, desires, and expectations can best be addressed by your strengths.

FieldGlobal Market Research Pvt Ltd customer loyalty analytics plan guides companies in targeting change in the areas that will have most impact on their customers, thus allowing identification of where to focus attention to not only increase customer loyalty but also reap the rewards from profitable customers. Our expertise in international research enables us to develop holistic loyalty plans that allow you to drive growth on a truly global basis. This means understanding the detail and nuances of researching consumers in different countries – but also means relating this detail back to the global, strategic picture.