Measuring Loyalty and Trust

Measuring Loyalty and Trust

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February 6, 2020 13:15-16:30

Measuring Loyalty and Trust


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We can all agree that a loyal customer is good for business, but how do you quantify loyalty? And how do you improve it?

Trust is one of the key drivers of customer loyalty, but can also be difficult to measure effectively, which is where this briefing comes in.

This half day briefing will give delegates a chance to understand how to measure loyalty and trust, and identify the enablers of loyalty. We will demonstrate how important it is to have high levels of satisfaction and trust to achieve the right loyalty behaviours.


  • What is trust?
  • How to measure trust?
  • Desirable loyalty behaviours
  • Measuring loyalty
  • Identifying the drivers of loyalty
  • Avoiding loyalty erosions 
  • Putting a financial value on loyalty


This briefing will give you a broad understanding of loyalty and trust. You'll also leave with practical approaches for:

  • Designing your questionnaire to ask the right questions
  • Quantifying the enablers of loyalty

etc.venues - Prospero House
241 Borough High St

01484 517575
Taylor Hill Mill, Huddersfield HD4 6JA
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