Loyalty or satisfaction. These terms are often confused. Are you loyal when you are satisfied or is it the other way around? We give an explanation in this blog post.

The most important difference is that customer satisfaction focuses on the meeting of expectations that lie in the past. Satisfaction shows what your customers think about your delivered product or service.

Loyalty: focuses on the future

Loyalty does not focus on the past but rather on the future and on the degree to which a customer stays faithful to an organization. The loyalty of your customers can be evaluated in different ways: by means of a periodical survey or with the help of continuous feedback. Loyal customers are the best indicator for a stable and healthy future because of their intention to either repeat their purchase or buy extra services or goods from you.

The Net Promoter Score (NPS) is an important KPI and management tool for measuring customer loyalty. Discover everything about NPS here

Satisfied is different from loyal

A satisfied customer can be a loyal one, but this is not necessarily always the case. Chances are that a loyal customer is satisfied. You may expect a loyal customer to be satisfied, because the customer has the intention to buy from you again. The basis for loyalty is the ‘bond’ that your customer has with your organization, in other words how ‘faithful’ he or she is to the brand or product and to the organization. It is an ‘investment’ from the customers’ side as well as from the organization itself.

Want to know everything about customer experience? Check this page

import_contacts E-book

Download 'A successful CX program – From measuring to improving'

In this e-book you can read how you actually can increase the customer experience and motivate employees within your organization.

Download free e-book

Similar Stories

News

How to calculate NPS?

There are various options for making Customer Experience concrete and measuring it, for example in the form of enthusiasm, loyalty and satisfaction. Three...

Read More

News

What is NPS (Net Promoter Score)?

How do you find out, as an organization, when your customers are truly enthusiastic? How do you measure the results and determine the right customer centric...

Read More

News

How to measure the Voice of the Customer (VOC)? Part 1: Net Promoter Score (NPS)

Let the Voice of the Customer be the guiding principle for your organization! By using metrics like NPS, CES and CSAT you can make VOC more tangible. In...

Read More