Customer Loyalty Survey
Go deeper than NPS: repurchase intent, competitor pull, and what earns trust.
5 questions · 1 page · about 2 minutes to answer · fully editable after you start
Loyalty is more than a willingness to recommend – it is whether customers come back, resist competitor offers, and forgive mistakes. This survey measures all three, then asks which factors actually earn their continued business, ranked in their own priority order.
Run it annually alongside your NPS programme. The gap between recommendation scores and repurchase intent is where polite customers hide their exit plans, and this survey makes that gap visible.
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Your relationship with us
This survey asks how you feel about doing business with us and what keeps you coming back. Your answers help us understand what earns loyalty and what puts it at risk. It takes about 2 minutes.
Q1.How likely are you to buy from us again?*
Q2.If a competitor offered 20% less, what would you do?
- Stay with you regardless
- Ask you to match it
- Seriously consider switching
- Switch
Q3.Rank what keeps you loyal to a brand.
- 1Consistent quality
- 2Fair pricing
- 3Great service
- 4Shared values
- 5Convenience
Q4.How much do you trust us on the following?
| Low trust | Some trust | High trust | |
|---|---|---|---|
| Doing what we promise | |||
| Handling problems fairly | |||
| Protecting your data |
Q5.What is one thing that would deepen your loyalty?
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