GfK Loyalty Benchmark Plus

GfK Loyalty Benchmark ^Plus is a comprehensive examination of customer loyalty with insights provided by leading thinkers in loyalty and your industry.

GfK Loyalty Benchmark ^Plus provides you with answers to key business questions:

• How loyal are customers in general and how does loyalty vary by provider?
• What drives customer dissatisfaction and loyalty?
• How does the industry and individual providers perform on the key drivers of dissatisfaction and loyalty?
• Are there any differences in the key loyalty segments—Loyal Advocates vs. Exit Bound?
• What are the challenges and opportunities for providers?

What are the benefits of GfK Loyalty Benchmark ^Plus?

GfK Loyalty Benchmark ^Plus reflects overall market share and is not disproportionately slanted towards our client base.  The program provides actionable insights for strategic planning including:

• A prioritized short-list of specific elements of the customer experience which must be addressed to minimize dissatisfaction and maximize delight.
• Key driver analysis which identifies which attributes should be fixed, monitored, improved and promoted.
• Side-by-side performance of providers on all metrics.
• Deep comparability across many questions is available.

Loyalty segmentation based on metrics proven to be predictive of future business performance.

• Side-by-side comparison of customer loyalty among top providers.
• Profile of loyalty segments highlighting differences between providers.

Our benchmarks can be focused on your footprint at a nominal additional cost.

GfK’s Loyalty Benchmark^Plus is conducted online via the members of GfK’s Consumer Panel and is not only drawn from our own client database.

• Double opted-in panel.
• Sample resembles the US adult online population.
• Respondents were qualified based on full or partial decision-making responsibility.

For more information about how GfK Loyalty Benchmark Plus can enhance your customer satisfaction and loyalty program, please contact us.

Benchmarks Are Available Now

Benchmarks for some sectors are available in industry reports, such as Retail Banking and Wireless Communications. For more information, please contact us.