From Satisfaction to Loyalty
Measure, Understand and Optimize Your Customer Experience.
Methodologies to Predict and Improve
We use a set of analytical tools that allow you not only to measure, but also to act on customer experience intelligently.
To measure experience and loyalty:
Net Promoter Score (NPS)
We implement and analyze the gold standard for measuring your customers' willingness to recommend your brand, classifying them into Promoters, Passives and Detractors.
Loyalty Index
We go one step beyond NPS. We integrate key metrics of satisfaction, recommendation and repurchase into a single robust indicator that gives you a complete view.
To understand drivers and prioritize actions
Key Satisfaction Drivers
We discover the "why". We identify the experience factors (quality, service, etc.) with the greatest impact on overall satisfaction and NPS.
Decision Trees
Our predictive tool. We model scenarios to identify the specific actions that will have the greatest positive effect on retention and profitability.
Are your customers truly loyal?
Your customers seem satisfied, but are they really loyal? Do you know for certain which factors of their experience turn them into brand promoters and which could silently lead them to the competition?
"Investing in improvements without knowing what your customers value most is like throwing darts in the dark."
Predicting repurchase or abandonment shouldn't be a mystery, but a science.
From Satisfaction Metric to Business Growth
Our approach transforms satisfaction measurement into a growth engine. We don't stop at the simple NPS score; we go beyond to identify the exact factors that explain satisfaction and recommendation, allowing you to prioritize improvements that will have the greatest impact on retention and profitability.
We turn your customers' feedback into your most valuable strategic roadmap.
Integrated into Your Customer Strategy
Our loyalty and satisfaction analyses are the brain behind the most effective customer experience initiatives.
- Customer Experience Tracking: To continuously monitor the health of your customer relationships.
- Mystery Shopper Programs: To provide context and quantify the impact of mystery shopper findings.
- Post-Event / Post-Experience Surveys: To capture feedback at the moment of truth and understand its long-term impact.
Success Story
The Challenge
A retail chain had a stagnant NPS. They invested in cleanliness and friendliness, but couldn't move the loyalty needle.
The Solution
A Key Drivers analysis revealed that the critical factor was "product availability". Frustrated customers became detractors.
The Result
The company refocused its efforts and budget on optimizing its inventory and replenishment system. Six months later, NPS had increased by 8 points, and follow-up studies showed a direct correlation with a 4% increase in purchase frequency among promoter customers.