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Loyalty & retention research

Customer loyalty market research and analysis shows you why buyers stay or go. The insights and recommendations give you clarity to inform customer retention strategies and drive growth.

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. 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 ongoing tracking work includes customer experience (CX) personalisation audits and a collection of customised KPIs. Through a programme of customer retention analysis, you’ll understand their triggers and pain points. We’ll help you build an insight led CX strategy that cuts churn and secures sales.

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

Exploring the customer journey to repurchase

Identify both the drivers and barriers behind the ideal repurchase behaviour.

03

Using insights to improve customer loyalty and retention

Base an optimised customer loyalty and retention plan on evidence and recommendations. Identify those thinking of leaving soon, while capitalising on loyal customers with the greatest repurchase potential.

04

Creating long-term measurement plans

This is just the start of an ongoing research programme measuring consumer retention. Use the insight to inform predictive techniques and act before it’s too late to improve retention rates and grow repurchase revenues.

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 moving on, and those needing just a nudge to repurchase.

Enhancing the 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 satisfaction & NPS

Customer journey mapping

Case studies

Customer journey mappingBuilding lifelong loyalty

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UK banking groupDriving customer satisfaction

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ATPIGauging customer perceptions

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Home InsuranceUnderstanding buyer behaviour

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WagamamaCustomer experience tracking

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

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