How do you measure loyalty of your customers?
- Find out how efficient are your loyalty initiatives
- Standardized methodology NET LOYALTY SCORE
- Compare yourself to competition and the market
How do you measure
loyalty of your customers?
- Find out how efficient are your loyalty initiatives
- Standardized methodology NET LOYALTY SCORE
- Compare yourself to competition and the market
Brands that measured customer loyalty using Net Loyalty Score
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"Thanks to the Net Loyalty Score from the Voxwise team we moved discussion about the trends and cleared the future of our loyalty program. In NLS we've found a tool that measures our actions in the long run.”
“Thanks to the evaluation of NLS we are sure that our investments in our loyalty program Active Beauty and strengthening of customers' loyalty are worth the efforts. NLS provided us very valuable feedback directly from our customers.”
“Net Loyalty Score is greatly complementing the analysis of transactions behavior of different customers groups, it is a very practical metric. Thanks to NLS we know better the loyalty of different customer segments.”
“Thanks to NLS, Voxwise proved to us how diverse customers we have. Very interesting was the analysis of the share of wallet. We had a chance to see our competitors who are preferred by our occasional shoppers.”
“After 10 years of having Blazek Klub we were interested in the members' evaluation. We utilized the Net Loyalty Score from Voxwise and the results were a very pleasant surprise. “
“ High NLS score confirmed our long term commitment to excellent services and high quality of our products for healthy sleep. I highly appreciate all the ideas and solutions that Voxwise provided us.”
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WHY IS IT IMPORTANT TO MEASURE CUSTOMERS LOYALTY?
Comparison with competition & markets benchmark
Summarized evaluation of your loyalty initiatives
Find out what is important for your customers, what does matter
Let your customers have a voice by empowering feedback
Overview of the level of loyalty of your customers
Get information for strategic decisions in loyalty sphere
Loyalty is not for sale, you have to work on it every day to deserve it. Customers want and are willing to pay for a great experience. The loyalty program is an icing on the cake that rewards regular customers for their repeated visits and gives them a sense of uniqueness.
Only a few companies are able to be unique. Delivering product in promised time, easy customer experience, quick reaction of the customer care are hygienic factors that no longer make an impression, they only differentiate the market average from the utterly desperate. Operating a loyalty program in the form of a reward scheme is already a standard benefit.
How does the average company differ from the top pro-customer ones? In communication and post-purchase care. There is a huge difference between sending an invoice by e-mail only as a normal obligation, and genuine interest in whether everything works after the purchase, making returns as easy as possible, providing an electronic manual or an extended warranty.
You have to work off your loyal customers. But they are worth the effort, they will bring you profit and they are the best and so far unsurpassed marketing channel. Prepare an interesting loyalty program for them, make them feel exceptionally unique. Customer relationships cannot be copied. They are the most valuable asset your company has on its balance sheet. Surveys confirm that up to 73% of satisfied program members are willing to recommend the brand to other people. Through the loyalty program, pamper the ambassadors of your brand.
The best way to start loyalty marketing is to set up a simple rule in the company – we dedicate half of our time to existing customers. If you invest the most valuable resource, i.e. your employees’ time in retention, it will pay off richly.
NET LOYALTY SCORE
Businesses lack simple metrics for measuring customer loyalty. They need to monitor the evolution of the strength of the relationship. especially “before and after” the introduction of the new loyalty program. That’s why we created the Net Loyalty Score – a new benchmark for measuring customer loyalty and comparison with the market.
Today’s businesses require a clear and actionable way to assess customer loyalty. Simply put, they need to gauge the evolving strength of customer relationships, especially when evaluating the impact of new initiatives like loyalty programs.
We understand this challenge. That’s why we’ve developed the Net Loyalty Score, a powerful metric designed to provide businesses with a comprehensive understanding of customer loyalty and how it compares to industry benchmarks.
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WHY IS NET LOYALTY SCORE SO BENEFICIAL?
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Results of Net Loyalty Score correlate with real behavior of customers, which was verified by analysis of real transaction data.
Net Loyalty Score is a reliable benchmark that assesses the state of loyalty of the customer base within the market and the industry.
Net Loyalty Score compares the behaviour of different customer groups, countries or brands, and their evolution over time.
NET LOYALTY SCORE METHODOLOGY
Using a standardized methodology, we measure 3 areas affecting loyalty: appreciation, first choice, and emotional loyalty. Then we calculate individual scores for each customer and classify them as loyal or cold. Net Loyalty Score is the difference between loyal and cold customers. If the number of loyal customers is the same as the number of cold customers, the NLS equals 0. A negative NLS means that the company has to spend money to gain new customers just to maintain its revenue.
APPRECIATION
Does your brand make customers feel that they are important to you?
FIRST CHOICE
What is the position of your brand compared to the competition?
EMOTIONAL LOYALTY
How strong is the emotional relationship of customers to your brand?
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APPRECIATION
Does your brand make customers feel that they are important to you?
FIRST CHOICE
What is the position of your brand compared to the competition?
EMOTIONAL LOYALTY
How strong is the emotional relationship of customers to your brand?
Loyalty Power Evaluation
Pricewise pomocou originálneho štruktúrovaného prístupu Loyalty Power Evaluation identifikuje silné a slabé stránky firmy v šiestich dimenziách konaní lojality zákazníkov. Výsledný Loyalty Power Index hodnotí firmu v týchto dimenziách: Výsledky, Stratégia, Procesy, Analýzy, Organizácia, Komunikácia.
Zdrojom hodnotenia sú výstupy interného dotazníka Loyalty Power Evaluation a zákazníckeho prieskumu Net Loyalty Score. V každej dimenzii môže firma získať od 0 do 100 bodov, celkový index sa potom skladá z priemerného hodnotenia vo všetkých dimenziách.
Porovnanie NLS a NPS
Z nášho prieskumu medzi marketérov e-commerce firiem v rámci Reshoper Datablog štúdie a skúseností z desiatok projektov vernostných programov vyplýva jednoznačná potreba mať štandardizovaný nástroj na meranie lojality zákazníkov. Firmy musia lojalitu merať a široko rozšírený indikátor NPS nie je pre kvantifikáciu vernosti vhodný. Z dátových analýz v rôznych projektoch máme bohužiaľ potvrdené, že veľa zákazníkov bez problému firmu odporučí, ale budúci nákup urobí inde.
Services
Loyalty Express
Loyalty Express
- Measuring loyalty of 3 customer segments
- Comparison of results with benchmark in the sector
- Evaluation of reactivity of customers base
- Share of Wallet of customer segments
- Three additional questions as per your individual assignment
- Analysis of 1 open-ended question
Loyalty Express
PRO
Loyalty Express
GO
Loyalty Express by Pricewise
-
Meranie zákazníckej vernosti pomocou NET LOYALTY SCORE
1990
€
- Štandardizované zmeranie vernosti zákazníkov pomocou metriky Net Loyalty Score
- Porovnanie Vašich výsledkov s benchmarkom trhu
- Zistíte svoju pozíciu voči Vašej konkurencií
- Vyhodnotenie aktivity Vašej zákazníckej báze
- Share of wallet - aký podiel na tržbách predstavujú verní zákazníci
- Kvalitatívna analýza otvorených zákazníckych odpovedí
- PDF Report + Prezentácia výsledkov tímom Pricewise
+ Loyalty Power Index
-
(Loyalty Express + Loyalty Power Index)
+ 590
€
- Všetko obsiahnuté v Loyalty Express
- Identifikácia silných a slabých stránok firmy v 6-tich dimenziách (Výsledky, Stratégia, Procesy, Analýzy, Organizácia, Komunikácia)
- Zdrojom hodnotenia sú výsledky interného dotazníka Loyalty Power Index a výsledky dotazníka Net Loyalty Score
- Výstupná správa s hodnotením z každej zo 6-tich skúmaných dimenzií
- Hodnotenie aktuálnej pripravenosti na spustenie nových vernostných iniciatív
- Odporúčania pre Vaše vernostné iniciatívy na základe analýzy LPI a NLS
Loyalty Express GO
-
Meranie lojality až 5 zákazníckych segmentov
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Porovnanie výsledkov s benchmarkom odvetví
-
Vyhodnotenie reaktivity zákazníckej databázy
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Share of wallet a Memory track zákazníckych segmentov
Loyalty Express PRO
-
Meranie lojality až 5 zákazníckych segmentov
-
Porovnanie výsledkov s benchmarkom odvetví
-
Vyhodnotenie reaktivity zákazníckej databázy
-
Share of wallet a Memory track zákazníckych segmentov
-
+
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Tri extra otázky podľa vášho individuálenho zadania
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Analýza doplnkových kvalitatívnych otázok
Customer loyalty
80 %
of profits come from loyal customers
10 %
of additional revenue only through good work with retention
20+
years of experience
managing customer loyalty
MORE ABOUT US AND OUR SUCCESS
Radek Hrachovec
Partner at Voxwise
Certified Loyalty Marketing Professional™
He is one of the greatest experts in creating loyalty strategies in Central Europe. He was fascinated by loyalty programs and direct marketing twenty years ago and has permanently connected his professional career with this topic. He shares his rich experience in the form of consultations, workshops and complete tailor-made projects.
In 2017, he received the title of Certified Loyalty Marketing Professional (CLMP) from the Board of Directors of Loyalty Academy. Statement by the CLMP: “Your lifetime commitment, passion and achievements with regards to the loyalty marketing industry”.
He is one of three partners at Voxwise, a team of world-class experts in customer engagement, smart pricing, and advanced marketing analytics.
Voxwise is a team of data analysts, data scientists and consultants with extensive experience in analyzing customer data.
“We understand customer data.”
At Voxwise, we have dozens of projects in sectors such as retail, gastronomy, services, FMCG, financial services, hotel networks and leisure sector. Voxwise has three partners – Milan Schnorrer, Peter Krišťák and Radek Hrachovec. They have been developing Voxwise together since 2012.
V Pricewise máme za sebou desiatky projektov v industries ako retail, gastronómia, služby, FMCG, finančné služby, hotelové siete a voľný čas. Pricewise má troch partnerov – Milan Schnorrer, Peter Krišťák a Radek Hrachovec. Spoločne rozvíjajú Pricewise od roku 2012.
Naším najväčším úspechom je program Gopass.sk, ktorý sme vyvinuli pre Tatry Mountain Resorts, ktorý v roku 2015 vyhral v prestížnej súťaži Loyalty Awards v 3 kategóriách.
Sme česko-slovenská firma
Kancelárie máme v Prahe i Bratislave. Náš team tvorí dvadsať mladých dátových analytikov a analytičiek, programátorov, konzultantov, ktorí sú všetci zapálení, aby vyťažili z dát čo najviac.
Medzi naše hlavné služby patria Direct Marketing, Vernostné programy, Cenotvorba a v neposlednom rade aj Data Science.
Loyalty Awards
Loyalty Awards
Radek Hrachovec patrí medzi stálych členov poroty The Loyalty Awards v Londýne. Často prednáša na rôznych konferenciách. Na svojej Alma Mater v Zlíne (Univerzita Tomáša Baťu) vedie kurzy CRM a marketingu a píše do odborných časopisov.
Všetky dôležité novinky z oblasti vernostných programov dáva denne na Twitter: RadekOnLoyalty
Ľudia cielene ignorujú nevyžiadanú reklamu. Invázia komerčnej komunikácie naplnila všetky dostupné médiá a naše emailové schránky nekonečným počtom nevyžiadaných správ a donútila nás k protireakcii. Tradičný marketing prestal byť efektívny.
Naopak dôležitosť vernostných programov stále stúpa, pretože sú založené na základných princípoch fungovania našej osobnosti – potreba rozpoznanie a odmeny.
Contact us and we will help you measure the loyalty of your customers
Do you need a quick answer?
FREQUENT QUESTIONS
No, an established loyalty program is not a condition. On the contrary, in many cases, Loyalty Express can help validate / verify the idea of a loyalty program. Measuring customer loyalty is important in every part of the loyalty program – before, during, but also after.
Our survey of e-commerce marketers within the Reshoper Datablog study 2020 and the experience of dozens of loyalty program projects shows a clear need of having a standardized tool for measuring customer loyalty. Companies have to measure real levels of long-term loyalty, and the widespread NPS indicator is not suitable for quantifying loyalty. Unfortunately, we have confirmed by data analysis in various projects that many customers easily recommend the brand, but will make future purchases elsewhere.
The answer to this question is very individual. It depends on the type of market you are in, the loyalty activities you undertake and at the same time your size. For most customers, however, we recommend repeating the measurement at least twice a year.
The output of Loyalty Express is a structured report, which explains in detail the results of measuring Net Loyalty Score together with our expert interpretation. Loyalty Express includes a 1-hour presentation of the results, where you have a chance to ask questions and discuss.
It is possible to do the measurement in two weeks. Our experience ranges from 2-4 weeks.
The Voxwise team has been creating loyalty programs from A to Z since 2012. We have had dozens of successful projects, such as the GOPASS or the MEDUSA card. We will be happy to arrange a meeting with you on this topic as well.
Na Perštýně 342/1,
110 00, Praha
Česká Republika
+420 731 618 725
office@voxwise.com
Vajnorská 100A,
831 04, Bratislava
Slovenská Republika
+421 905 483 644
office@voxwise.com