Glossary

Customer loyalty analysis

A customer loyalty analysis is often conducted in connection with a customer survey and customer satisfaction analysis. The loyalty of customers is determined through assessing the likelihood of repurchase of a product or service as well as the willingness of customers to recommend the product, service or supplier to other persons.
The results of the customer loyalty analysis are graphed within a customer loyalty matrix or they are displayed in a matrix together with the results of the customer satisfaction analysis.
FBInnovation conducts customer loyalty analyses as part of their broad analysis portfolio.