What is the difference between Customer Satisfaction and Customer Loyalty?
First, we will define each term. Customer Satisfaction
is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes. Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior. Continue reading →
Administering customer satisfaction surveys is one of the best ways to uncover data about how customers feel about your products, services, customer service, business and marketing programs, events, and your company’s overall ability to remain successful. Customer satisfaction surveys produce data that can help your company solve any current customer issues and help prevent potential customer problems. Collected data can also help gauge your company’s current success with business and marketing strategies, so that you can be assured that your company is staying on target. Customer satisfaction surveys provide your business with an immense amount of valuable data.
