How to Measure Customer Loyalty with Online Surveys


According to Edelman, customers that continue to support your brand over time will spend 67% more than your new customers. A.K.A. your most loyal customers are the most critical to the success of your business. This really puts the pressure on for companies, which is why it’s important to continuously measure customer loyalty. Measuring loyalty will ensure your customers are satisfied with your brand and the best way to do this is to go straight to the source: ask your customers for input! Want to get started? Learn how to measure customer loyalty with online surveys by checking out our survey templates in the Mopinion Survey Marketplace.


Or learn more about how to measure customer loyalty with online surveys using the survey templates below.


What is Customer Loyalty? And why measure it?

Customer Loyalty is essentially the willingness of a customer to continue buying from or working with a brand. This is based on previous positive experiences, the level of online customer satisfaction and of course, what the brand offers.

Mopinion: How to Measure Customer Loyalty with Online Surveys - Customer loyalty
Source: Kitomba

One of the biggest reasons why customer loyalty is critical to the success of your business is that it can help your business’ growth tremendously. Loyal customers tend to spend more on brands they like and they have a habit of spreading the news about their positive experiences with your brand to others.

So why measure it? Measuring customer loyalty is necessary if you want to maintain a loyal customer base. Keeping track of your loyal customers can help keep retention rates up while also providing you with the means to improve your online customer experience.

Loyalty Survey Templates

The best way to measure customer loyalty is to collect feedback using a number of different loyalty surveys. In the Mopinion Survey Marketplace, you will find 4 loyalty survey templates:

1. Customer Satisfaction (CSAT) Online Survey

Customer Satisfaction is one of the top scoring methods among businesses for measuring brand loyalty. Using this type of online survey will help measure how your brand (or services) are meeting the expectations of your customers. It’s also quite versatile because you can use it to understand how customers value different aspects of your business.

Check out the Template here

Mopinion: Free Templates for Loyalty Surveys - Customer Satisfaction Loyalty

2. Net Promoter Score (NPS) Online Survey

Net Promoter Score is another popular loyalty metric used by many businesses. This type of online survey serves as an excellent benchmark for indicating the success of your customers. It does so by measuring how likely your customers are to recommend your business to others.

Check out the Template here

Mopinion: Free Templates for Loyalty Surveys - Net Promoter Score Loyalty

3. Customer Effort Score (CES) Online Survey

Customer Effort Score (CES) is an interesting metric used to measure customer success. CES measures how much effort it took your customer to achieve his/her goal, which is important to know because high effort typically results in a lower level of customer loyalty. For example, your poor CX or usability can force your customer to expend more effort in achieving their goal than expected and may give them a reason to leave the website or mobile app.

Check out the Template here

Mopinion: Free Templates for Loyalty Surveys - Customer Effort Score Loyalty

4. Smiley Online Survey

Traditional smiley face online surveys have been around for years now as a popular feedback metric. So why stop now? Smiley surveys are great for capturing responses quickly from customers all across your website or mobile app and gauging their loyalty to your product or service. In fact, because they are so quick and easy to fill in, response rates are much higher with these online surveys.

Check out the Template here

Mopinion: Free Templates for Loyalty Surveys - Smiley Survey Loyalty


More on the Survey Marketplace

Mopinion just recently released its own Survey Marketplace, which is a website geared towards providing you with the inspiration and information needed to start using feedback surveys on your websites and mobile apps. This in-depth library of survey templates covers eight categories of surveys.

Mopinion: Free and Easy-to-Use Generic Form Templates - Survey Marketplace

Found a survey that you’d like to try out on your own website? Just click on the ‘Customise this survey’ button and try the template for free (as part of a free trial).

Already a Mopinion customer? All templates you see in the marketplace are available to you via the survey builder within the Mopinion platform.


Want to learn more?

Visit the Survey Marketplace