"The work done by Accord has been an enormous help to our customer service delivery and I have also made personal recommendation of your company to other associates"
(Graham Lord, CEO, London South Bank Careers)

As part of our approach, Accord is pleased to offer the 'Customer Loyalty Index' which provides a simple measurement tool linking customer retention with customer loyalty. Based on the experience of major U.S. corporations, the Index solution utilises a handful of simple questions to provide an effective measure of customer loyalty by segmenting your customers into those who are "passively satisfied", "detractors" and "promoters", i.e. customers willing to recommend your service.

"Research shows that in most industries, there is a strong correlation between a company's growth rate and the percentage of its customers who are "promoters", that is those who say they are extremely likely to recommend your company to a friend"
(Harvard Business Review, December 2003)

What % of YOUR customers are loyal?

The focus on customer loyalty recognises that customer retention is about much more than repeat purchases, as some people may only be customers because of inertia, indifference, lack of alternatives, exit-barriers or circumstances. This is further supported by research with lapsed customers who often describe themselves as 'satisfied customers', suggesting customer loyalty, rather than customer satisfaction, is a more reliable indicator of future behaviour (retention).

Therefore, identifying the proportion of customers willing to recommend and promote your organisation will provide your managers and customer service staff with an instant barometer of customer service effectiveness, as well as a baseline for tracking the future impact of customer service initiatives.

Contact us today to find out more about the Customer Loyalty Index and how it will help your own organisation's customer service delivery; call us on 0117 942 7331, e-mail enquiries@accordmrs.co.uk or complete our visitor survey.