How are Client Loyalty and Client Satisfaction Linked?
• All satisfied clients are not necessarily loyal but all loyal clients are very satisfied to the point of being delighted. Clients’ loyalty behaviors (making repeat purchases, willingly or pro-actively seeking ways to use more of your services, pro-actively recommending your firm to colleagues, and, willingly providing a reference when asked) are a result of high satisfaction with your service process, its outcomes, and the people who provided the service. To increase loyalty, the focus must be on improving your service in those areas that matter most to clients. Return to top Client satisfaction measurement reveals which aspects of your service have the greatest impact on clients’ loyalty behavior. Each key person in your clients’ organizations should be surveyed annually with a questionnaire that includes those items proven to be what your clients consider important, significant or critical to quality about your service.
