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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.


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.


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.


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.


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 experience

Customer journey mapping

Customer journey mapping

Customer relationships

Customer relationships

Touchpoint tracking

Touchpoint tracking

Case studies

UK banking groupBusiness banking service model

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ATPIA journey into the customer

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Home InsuranceUnderstanding buyer behaviour

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WagamamaThe new home of the happy meal

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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."


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

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Get in touch

If you’d like to speak with one of our market research experts right now, please call: +1 (917) 768-2710