Customer loyalty questionnaire and templates examples

Turn your customers into advocates with these customer loyalty survey questions.

Use our free customer loyalty questionnaire template to help grow your business

At the end of the day, customer loyalty helps companies thrive. To grow your pool of loyal customers, it's imperative that you evaluate how happy they are. With a customer loyalty questionnaire, you can discover what it takes to retain their business in the long run. SurveyPlanet is here to help you create a survey that delivers the insights needed to keep customers coming back for more.

What is customer loyalty?

Customer loyalty is current consumers consistently choosing your company's services or products over those of your competitors, whose attempts to persuade with prices or availability are not successful.

Instead, they trust your brand and continue to give you their business because they understand the value of your products. Plus, they tend to recommend your products and services to other people. In other words, they are loyal customers who use and value your products and services.

Why is it important to make a good customer loyalty survey?

CCustomer loyalty is important because acquiring new patrons actually costs far more than retaining old ones. Therefore, it is vital to make good customer loyalty questionnaires in order to measure your current performance. When you establish this kind of brand allegiance, the future of your company is more secure. Loyal customers help your business consistently thrive and alleviate worries about taking big hits in the marketplace.

By investing time and energy into making a brand loyalty questionnaire for current customers, you're not just lessening the chance that they will abandon you but also creating an opportunity for further growth.

When you have devoted customers, they become walking advertisements for your brand. It's more likely they share with others how much they enjoy your brand—or a particular product—and will help convince others to give your products a try.

In the end, loyalty leads to higher profits. If you want to retain business, conducting a customer retention survey is an easy way to pinpoint what exactly makes customers happy or sad. With this information, you can strategize about how to give them even more to like about your services.

How do you measure customer loyalty?

There are several ways to measure a consumer's devotion to your brand:

  • Customer lifetime value (CVL): The CVL measures how much value someone will bring to your company over their lifetime. Instead of assessing individual purchases, this number helps you protect your company's future success.
  • Repeat purchase rate: You can also measure customer loyalty levels by determining your repeat purchase rate. This is a percentage of your entire client base that conducts repeat business with you.
  • Net promoter score® (NPS®): The net promoter score is a questionnaire to see how likely customers are to recommend your services or products. The survey asks respondents to answer questions on a scale of 1 to 10. If their score is 6 or lower, they're considered detractors, while those who answer 7 or 8 are passive, and those with an answer of 9 or 10 are promoters.
  • You calculate your NPS by subtracting the total number of detractors from the total number of promoters. This number tells you how many people are likely to recommend you.

Surveys and questionnaires

A customer loyalty survey, also known as a brand loyalty questionnaire, helps evaluate customer satisfaction, trust, brand esteem, and the perceived value and quality of your company. Asking customer retention survey questions related to these subjects can give you insight into the areas that make someone devoted to your brand.

How to use brand loyalty questionnaire results to your advantage

Once you have sent out your brand loyalty questionnaire, start preparing for the analysis phase. When reviewing the data collected, look for trends in different areas. First, examine questions about satisfaction. These will tell you whether customers have overall satisfaction with your service or not.

You can also look at individual questions to pinpoint certain areas regarding levels of satisfaction related to customer service or a particular product. Additionally, comparing results from your customer loyalty questionnaire with results from product surveys and customer satisfaction surveys can greatly help in market research.

Next, evaluate customer retention survey questions about trust in the company. These answers will tell you if your customers have confidence in your brand and why they have it (or don’t). Looking at customer loyalty survey questions related to brand esteem will also tell you how customers feel about your brand in regards to its familiarity and whether it's recognizable.

Customer retention survey questions and examples

With help from SurveyPlanet, you can create brand loyalty survey questions like:

  • If a competitor is selling the same products in a more convenient location, how likely would you switch?
  • How likely would you switch brands if a competitor was cheaper?
  • Do you find our brand high-quality?
  • Do you trust our brand?
  • Compared to our competitors, where do you rate our products/services on a scale from 1 to 10?
  • How likely would you recommend our products to others?

Evaluate the results of your customer retention questionnaire

Lastly, you will evaluate how consumers perceive quality and value. Do they find your services and products a good value? Are your products high-quality compared to your competitors?

Analyzing customer loyalty questionnaires will tell you which aspects of your business are producing the most loyalty and which aren't. Once your company's problem areas are identified, you can address them and carry out action plans that will make more consumers devoted and satisfied with your services.

If your company offers a loyalty reward program, feel free to include customer loyalty program survey questions in your next survey. These results will give insight into how effective your program is at retaining business.

Create a customer and brand loyalty survey with SurveyPlanet

With some help from SurveyPlanet’s customer/brand loyalty survey examples and templates, you'll be able to conduct an effective survey that allows access to your customers’ honestly related feelings about the products and services you offer. These results can be used to make informed decisions about improving your business and increasing customer loyalty. Sign up, create an excellent survey, and explore how you can give your loyal customers even higher satisfaction with your services!

Sign up now

Free unlimited surveys, questions and responses.