How do you Measure Customer Loyalty? » Mind Tools Blog

How do you Measure Customer Loyalty?

May 2, 2014


We all know that positive word of mouth from our customers is one of the strongest signs of consumer loyalty.

But measuring customer loyalty isn’t always that easy.

This is where the Net Promoter® Score is useful. Our article explores how you can use this simple tool to measure how likely your customers are to become your biggest champion, in an effective way.

Using this tool will help you find out the strengths and, arguably more importantly, the weaknesses of your business, such as a bottleneck, a broken process, or perhaps poor product quality. You can use tools like cause and effect analysis, root cause analysis, and customer experience mapping to figure out your next steps, and to improve your score.

Question: Have you ever used the Net Promoter Score before? If so, did you find it a useful and simple tool? Are there any other methods that you use to gauge customer loyalty? If so, we’d love to hear your experiences! Join the discussion in the comments below.

3 thoughts on “How do you Measure Customer Loyalty?

  1. Caroline wrote:

    One way i’ve noticed companies measuring customer satisfaction is by asking customers how they rate their experience that day. I’ve seen this at my gym, where there is a touch-screen, rating your experience on a 1-5 scale. I also saw the same thing at a hotel I stayed at recently. Although I wonder whether people will only be inclined to use this facility when they’ve had a particularly good or bad experience, which probably skews the results, somewhat…

  2. Nelly sanova simatupang wrote:

    In my company,if we want to gauge our measure customer loyalty by service short message(SMS).because my company works on telecommunication provider and every customer call us in 188,they will got notification from us by sms to find out whether they satisfy or not

    1. YolandeMT wrote:

      Thanks for sharing with us how your company goes about measuring customer loyalty, Nelly. I guess that there are probably many more companies who make use of sms or text messages.
      I’m wondering what everbody thinks about asking that one specific question referred to in the article: “Would your recommend our service to others?”

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