Loyalty Plus - Segmentation Model

GfK LoyaltyPlus is an holistic approach to measuring customer satisfaction and loyalty that identifies how to manage your customer relationships more profitably.

We look at the behavioural and emotional elements of loyalty, and couple these with customer satisfaction with their experience, to provide a clear picture of the strength of your customer base. From this analysis we are able to identify:

• which of your customers are loyal and will be advocates, and those who are likely to leave or become disengaged
• the things that dissatisfy customers
• the things that enhance loyalty towards your company/brand
• the likely impact of product or service improvements on customer loyalty and brand spend

Using LoyaltyPlus, we segment your customers in to four groups, according to their strength of loyalty and their satisfaction on key drivers. This enables you to understand what it motivating and influencing your different types of customers.