The Art and Science of Customer Loyalty


Strengthen your best customer relationships with deep understanding of their loyalty drivers.

Net promoter score (NPS) is not enough. To retain and grow with your best clients/customers, you need to understand how well you meet their expectations across touchpoints.

1st Resource’s comprehensive Client Loyalty ProfileSM is a proven method that goes beyond traditional customer satisfaction. Utilizing in-depth, granular voice-of-customer feedback, our method is adapted to your business model to get inside the true drivers of your customer loyalty.

Results are higher retention and growth.

Find Answers to Your Retention Questions with the Customer Loyalty Monitor Customer Satisfaction Program

Which of my customers is most vulnerable to leaving?

What factors really drive customer loyalty?

Why are my clients also buying from my competitors?

How can I improve my customer cross sell and upsell performance?

Move Beyond Outdated
Customer Satisfaction Measures.

  • Create an early warning system to identify at-risk customers for effective intervention
  • Understand the drivers of loyalty to boost customer retention, up-sell, and cross-sell potential
  • Measure customer satisfaction drivers and key performance indicators for benchmarking and continuous tracking and improvement
  • Expand beyond your Net Promoter Score (NPS) to understand the why behind customer-satisfaction drivers

The Customer Loyalty MonitorSM Customer Satisfaction program offers insights to the on-going established customer relationship.  It can be used independently or paired with Action Insights to WinSM Win-Loss Analysis which focuses on the transaction process.  The two programs together comprise the 1st Resource Integrated Customer InsightsSM program which offers a comprehensive view of your customer through their full customer journey.  Click here to learn more.

The 1st Resource Difference

With 20 years of market research experience and a research team of experts with real world experience, 1st Resource helps you connect the dots between customer satisfaction and loyalty, retention, renewal, cross-sell, and up-sell.

1st Resource’s Customer Retention Monitor uses our proprietary Social Intelligence MethodSM that infuses market research with an in-depth knowledge of social psychology and behavioral economics. This powerful methodology reveals actionable insights by uncovering impactful decision-making dynamics, and helps you make informed business decisions with more confidence.

Our software division had been measuring customer satisfaction with NPS scores only; we wanted to know more about the “why” of our users’ satisfaction levels, as well as how we stack up against competitors, down to the feature and function level. 1st Resource has helped us understand these dynamics and to calibrate on all aspects of our delivery.R.C., global healthcare provider

Get the answers you need to understand how customer satisfaction impacts loyalty and retention.

Contact us today to find out how 1st Resource can help you improve your close rates.

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