Secure Customer Index

A customer satisfaction measurement model

Secure customer index was Developed by D. Randall Brandt, Ph.D (Maritz Research) in 1996. Most major conceptual and measurement models of customer satisfaction explicitly include elements related to customer value and customer loyalty. Satisfaction is a necessary, but not a sufficient, condition of customer loyalty (D. Randall Brandt, 1996). Customer loyalty is reflected by a combination of attitudes and behaviors. It usually is driven by customer satisfaction, yet also involves a commitment on the part of the customer to make a sustained investment in an ongoing relationship.

Customer loyalty

One measure of customer loyalty is the Secure Customer Index (D. Randall Brandt, 1996). A secure customer is one who says that he or she is:

• Very satisfied with the service
• Definitely will continue to use the service in the future
• Definitely would recommend the service to others

Cojoint module

With SurveyAnalytics's Conjoint module you can collect the data and simulate it through our conjoint simulator. Where in you may ask the respondent to arrange a list of combinatios of product attributes in decreasing order of preference.

Once this ranking is obtained, you can use our advance simulator to simulate the data that will give you graphical representatio of your data. This method is efficient in the sense that the survey does not need to be conducted using every possible combination of attributes.

Survey rewards

Adding rewards to your survey is a good way of incentivising your survey respondents for giving feedback and completing a survey. Rewards help you increase the response rate as well as the quality of the feedback that is provided and also a good way to thank a respondent for their time. Click here to learn how to implement rewards

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