How does your organization measure customer loyalty? Do you use any specific KPIs?

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Yes, we use a variety of methods as well as particular Key Performance Indicators (KPIs) for assessing consumer loyalty, including the following: customer retention rate, engagement metrics, satisfaction rate based on their feedback and surveys, and net promoter score.

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We control the churn rate divided by acquisition channel and the last touchpoint a user uses before cancelling his contract.

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Yes we have 3 main ones we track and monitor. We use Net Promoter Score (NPS), Customer Lifetime Value (CLV) and Repeat Purchase Rate.

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We mostly use customer feedback and reviews. Analyzing customer feedback, online reviews, and social media sentiment can provide valuable insights into customer loyalty and satisfaction.

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Retention through follow-up servicing. Our products require yearly servicing after the retail date, and if they don't service with us at the scheduled intervals, we consider that a loss in retention. Outside factors, like geographical area that prevents this, can be a struggle. Also with other sales, the same thing when it comes to the upgrade cycle each few years, if they buy from us again or don't. Servicing, though, is the key indicator of retention and what percentage of sales are we able to keep through servicing.

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For recurring costumers NPS (Net Promoter Score) is a great tool to implement and get the feedback on costumer loyalty.

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What benchmarks do you use to determine how favorable or unfavorable marketing assets have performed. ie is 70% engagement rate on a web page excellent, fair, poor?

How does your organization measure customer loyalty? Do you use any specific KPIs?

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