Loyalty Research Solutions

Ipsos Loyalty has created innovative approaches to provide real-time direct access to customer or employee insights. Whether you are working on better stakeholder satisfaction or loyalty information, we can help you stay on top of the hot issues of the moment, and take focused action to immediately address and improve upon any issues. Our offer is holistic; managing capabilities for organizations from employee engagement to customer satisfaction and quality perceptions, linked to brand strategies and objectives as well as business outcomes. We are able to fuse our survey research with client databases/transactional data/digital, quantitative and qualitative information, to get a deeper understanding and offer even more concrete solutions.  All this backed by the resources, expertise and global reach of Ipsos, one of the world’s largest market research firms.

Better, more valuable customer loyalty measurement
Our extensive R&D has shown us that loyalty is a function of brand perceptions and experience. Our validated Loyalty Optimizer framework offers a unique overview of the relationship between customers and a brand, bringing together process and market dimensions. It gives you an overview of how ALL aspects of your strategy work together to influence customer loyalty. Loyalty Optimizer identifies customers who can be influenced and provides detailed strategies for how to influence them. Our Loyalty index includes both attitude and behaviour for better prediction of retention.

Better, more revealing mystery shopping
Our Mystery Shopping processes allow you to understand and optimize your customers’ experience and improve your financial performance. To accomplish this, we identify both strengths and weaknesses within customer related operations and procedures. We help you to evaluate and improve levels of service, track performance and on-site standards compliance, and measure and improve quality, or uncover product or customer service shortcomings.
Depending on the situation to be investigated, evaluations are conducted by personal visits, telephone, or e-mail. Our recommendations are specific, actionable, and designed to be executed at the store or branch level. Mystery shopping results can be tracked and traced back to specific stores, interviewers and responses.  We can make the data available to be viewed daily online.

Better, more constructive customer satisfaction measurement
Isos Satisfactor uncovers drivers of both delight and dissatisfaction for your customers and determines the best strategy to optimize customer strategies. We examine customer needs by customer type (segment) and across waves to identify significant differences or changes. With Satisfactor you can make informed business decisions to improve your customers’ experience, and your bottom line.

Better, more profitable CRM and ROI
Ipsos Loyalty’s Customizer identifies what really motivates your customers, when to talk to them and what to talk about.  By combining the rich attitudinal data in our surveys with your customer behaviour data, you can identify which customers to prioritize for retention and development. We can show you how to invest your marketing funds more effectively. Discern how long each customer is likely to continue spending with you and what they might buy next. Customizer helps you drive customer value, optimize your marketing spend, and maximize the ROI from your CRM investments.

To truly understand who your most profitable customers are, and grow that segment to in turn drive business growth, Ipsos Loyalty has an unique approach, C3 –Customer in Three Dimensions.  C3 is a multi-dimensional methodology that brings together the three key components that connect loyalty to profitability – attitudinal loyalty, behavioral loyalty, and customer value. The result is a rich yet easy-to-understand model that pinpoints your opportunities and challenges. You get a three-dimensional view and a comprehensive understanding of your customers’ loyalty and its impact on your business. C3 offers you actionable information to help you fully understand, develop, and grow your percentage of profitable customers.

Better managed Customer Experiences
At Ipsos we define the customer experience as “the sum total of all the interactions that a customer has with a company – its products, people, processes and promotion.”  With Experience Optimizer we provide ongoing, immediate feedback at key moments of truth in the customer journey and a detailed action plan to optimize your customer touch-points. So you can improve loyalty – profitable customer loyalty.

Today’s customers utilise multiple channels and touch points to interact with your organisation during their life cycle or customer journey.  Some you control, some you really don’t.  Mapping the Customer Journey helps you understand the customer’s touch points and identify the ‘Moments of Truth’ where you either have the opportunity to increase customer loyalty or are at risk of losing a customer. Let us help you turn your Customer Journey into a sustained and breakthrough success.

Better Rewards and Loyalty Programs
At Ipsos Loyalty we are experts in designing and improving rewards and loyalty programs so they deliver a definable benefit.

Our approach includes a philosophy and approaches to provide answers for each of these scenarios

• Your company does not have any rewards scheme and need help to assess whether or nor you should have one
• Your company is planning to launch a scheme and needs research to develop offer / value proposition
• Your company has a scheme and wants to optimize the current offer
• Your organization wants to measure the effectiveness of their current scheme to decide to either change or cancel the scheme