Balanced Scorecard for customers loyalty
KPI Name: Customer Loyalty Balanced Scorecard Metrics
Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion
Customers also viewed: Personal Metrics
Sample reports:
Some reports were generated with Balanced Scorecard Designer for the Customer Loyalty Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
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Description by authors:
To make customers stick to a company’s brand, one needs to invariably engage in ‘recurrent’ and ‘clear’ communication with the prospects. By using effective tools for establishing a two-way conversation platform with the clients, the management can be assured of making those customers come back time and again. However, a complete and effectual follow-up system has to be in place for achieving this and this where BSC comes into play.
The perspectives, which can help pertain to areas like ‘Customer care’, ‘Financial and process aspects’, ‘Feedback’ and ‘Customer Loyalty Assessment’.
The specific indicators to be follow Customer Care Perspective can be- Training per Employee, Customer Expectation Meeting ratio, Number of Additional benefits provided and Degree of offering’s personalization ratio.
Financial and process Perspective can be evaluated via metrics like ‘Fall in Customers’ grievances redressal’, ‘ROI jump’ and ‘Types of communication systems’.
Customer Loyalty Assessment Perspective can be assessed by using parameters such as ‘Number of Loyalty schemes run’, ‘Highly profitable customer base’ Expansion’ and ‘Frequency Rate Rise’.
Feedback Perspective is yet another area to be looked into. The indicators for this aspect can be- % drop in Lapsed Customer, Complaints Decline and Average Repeat Rate.
KPI in Excel – Screenshot:
