Deliver Your News to the World Survey Finds Most Companies Recognize the Importance of Customer Loyalty but Vary on How They Measure it


Santa Barbara, CA, May 05, 2010 - (, an online resource dedicated to enabling organizations to deliver world-class customer service and support, announced the results of a new Research Insight report on the topic of Effectively Measuring Customer Loyalty. surveyed its members - senior level service and support professionals - in April 2010 and nearly 50 people responded. Key findings include:

- 62% of participants reported that they do not measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals

- 87% of respondents reporting using the Customer Satisfaction Index as a key benchmark

- 62% of participants reported they measure response and resolution time by priority

- 77% of respondents reported they are able to easily route customer requests to the best available resource who can respond immediately

The full report is available for free to all members. Visitors can also view and excerpt of the data at

“Support executives understand that customer service and support aligned with customer expectations is key to customer loyalty,” said Carolyn Healey, Publisher, “This Research Insight report provides valuable data for support organizations to benchmark their organization against how others are measuring customer loyalty.” ( offers support professionals free membership, which gives them access to breaking news, research and tools to help them meet the high expectations of their customers and the needs of their employees. Members are senior-level professionals responsible for the help desk, customer support operation or overall IT operations for their company.


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 Customer Loyalty
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