Skip to Content

Loyalty & development research

Customer loyalty market research and analysis shows you why buyers stay or go – and what drives advocacy and spend. The insights and recommendations give you clarity to inform customer growth strategies. Test initiatives – in and outside of reward schemes and loyalty programmes – to drive long term engagement and attitudinal loyalty.

Our approach

Customer churn or lost sales, left unaddressed, can have huge consequences – fast. We set about revealing the secret to keeping customers for the long-term – and new actions to increase spend and/or usage. There’s a close link between loyalty and providing a personalised service. By measuring customer loyalty and identifying barriers to buying again, you’ll find out how to encourage behavioural change.

Our unique approach – using our validated CX and Loyalty Framework – allows brands to quantify the impact of new propositions, services and initiatives on loyalty. Linking to business outcomes delivers an expert view on return on investment from new development and implementation.

What drives loyal behaviour in your sector? We’ll show you.

How it works

Whether as part of a wider CX research programme, or carried out in isolation, it doesn’t matter. We’ll give you the customer loyalty analysis you need to make meaningful changes. With us, here’s how this works:

01

Understanding loyalty in your sector

Learn about the drivers of customer loyalty in your space. Benchmark your performance against rivals and see what part a more personalised relationship with customers would play.

02

Test impact of new initiatives on loyalty

Quantify impact of new initiatives on attitudinal loyalty. Test different initiatives on a meric that better predicts revenue per customer.

03

Using insights to improve reward schemes

Loyalty initiatives don’t need to be part of reward schemes or loyalty programmes. But where they do, learn more about how your programme actually drives (or doesn’t drive) loyalty amongst customers. Identify what’s working – and what could work better.

04

Creating long-term measurement plans

This is just the start of an ongoing research programme measuring consumer loyalty. Use the insight to inform predictive techniques and act before it’s too late to improve revenue and advocacy.

Research benefits

Understanding loyalty

Optimise loyalty schemes, provide a more personalised CX, and exceed customer expectations. Learn about what drives loyalty and put processes in place to encourage it.

Improving retention

Maximise the revenue potential of your customer base. Combine the findings with CRM data or other sources, to identify customers at risk of switching, and those needing just a nudge to repurchase.

Enhancing CX

Differentiate the aspects of your product and service portfolio that influence the ideal buying behaviour. Drive a better business performance. Improve brand advocacy to acquire and retain new loyal customers and boost growth

Research methods

Customer experience

Customer journey mapping

Customer relationships

Touchpoint tracking

Case studies

UK banking groupDriving customer satisfaction

Learn More

ATPIGauging customer perceptions

Learn More

Home InsuranceUnderstanding buyer behaviour

Learn More

WagamamaCustomer experience tracking

Learn More

"What I like about Savanta is how they make complicated stuff simple. The clarity and practicality they applied to breaking large data sets down to manageable and presentable steering indicators has helped us tremendously in creating a global ROI out of the research."

ATPI

"Local managers are empowered to use restaurant-level feedback to guide their teams in improving the guest experience and directly drive revenue.”

Wagamama
Featured report
CXP Customer Experience Personalisation Audits
How to maximise revenues through building individual relationships between your customers and your brand.

Download it free below.
Learn More
Customer Experience CXP Audits
Our guide to personalising relationships with your customers to help drive brand success.

Download our free guide below.
Learn More
Define and measure channel content and value
Channels now have to work harder than ever before to give viewers the content they want. We highlight the key benefits of measuring content value in our latest guide.

Download it free below.
Learn More
Media campaign effectiveness
Helping you to maximize the ROI of the marketing mix through creative testing and campaign evaluation.

Download our free guide below.
Learn More

Knowledge centre

View all
Explore

Get in touch

If you’d like to speak with one of our experts right now, please call: +44 (0) 20 7632 3434

Contact us

Make Better Decisions.