MarkPlus Insight Approach for Customer Satisfaction and Loyalty

MarkPlus Insight has developed its own customer loyalty measurements based on comprehensive parameters which refer to four relevant and powerful customer loyalty schools of thought: customer satisfaction, customer retention, customer migration, and customer enthusiasm. In the first dimension - customer satisfaction, is measured in “transaction dimension” and the attributes of the measurement refer to the basic concept of customer satisfaction: reliability, assurance, tangible, empathy, and responsiveness.

The second dimension - customer retention, is measured in “relationship dimension” and the attributes of measurement consist of retention rate, length of usage, purchase driver, and purchase barrier. The third dimension - customer migration, is measured in “partnership dimension” and the attributes of measurements consisting of frequency of usage, volume of usage, variety of product usage, money spending, and migration risk. Finally, the fourth dimension - customer enthusiasm is measured in “ownership dimension” and the attributes of the measurements consist of customer referral, customer advocates, and customer involvement.

This model has been implemented in multiple industries including consumer good, resources, banking, insurance and many others. Based on this model, we also conduct an annual rating report which ends up in awarding the most outstanding banks in customer satisfaction and loyalty - the “Indonesian Bank Loyalty Award” (pls make hyperlink with IBLA) in partnership with Infobank Magazine.

We invite you to contact us to find out more about our work in this topic.

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