Customer loyalty and satisfaction are critical to business success, but measuring these important metrics can be a challenge. Since its introduction in 2003, the Net Promoter Score (NPS) has become a widely used tool to assess the likelihood that a customer would recommend a company to others. Its simplicity—a quick 1-3 question survey—makes it appealing, …
Is NPS Enough? Rethinking How We Measure Customer Relationships Read More »
For private equity (PE) firms, both buy-side and sell-side transactions are full of risk and opportunity. One often-overlooked aspect is getting a handle on both by using an assessment of the strength of the company’s relationship with its customers. Relationships, often deemed a “softer” aspect of the investment, determine how likely a company is to …
Use Customer Diligence To Mitigate Risks in Private Equity Deals Read More »
Background A voluntary state bar association with an interest in the strength of its relationships across its nearly 21,000 members and 18,000 prospective members connected with Loyalty Research to start a two-phase research effort. The organization wanted perspectives of both its current and prospective members. The client was also curious about how they could …
Background A social membership organization with more than 160,000 active members sought to develop a better understanding of its membership’s perspectives. In its first research effort of this kind, the organization mobilized a team which partnered with Loyalty Research across a 12-month project that explored engagement, retention, and the lifecycle of each member. …
Associations Case Study: Member Needs Assessment Read More »
Background A higher education support organization came to Loyalty Research to develop a greater understanding of its membership. The organization had done a baseline Member Needs Assessment with Loyalty Research previously and wanted to see how their improvements over the past year had impacted their member relationships. They were further interested in mapping the …
