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Answer:
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The
two studies were conducted by Walker Information. The
retail study was released in October, 2003 and the IT
study was released in September, 2004:
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Retail Customers
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IT Customers
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Respondents
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3,600
|
13,000
|
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Satisfied Respondents
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90%
|
84%
|
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Truly Loyal Respondents
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50%
|
44%
|
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Respondents who Feel Trapped
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43%
|
30%
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In addition the IT survey found the
following average profitability by level of loyalty:
-
Loyalty
Leaders: 12%
-
Loyalty
In Limbo: 6%
-
Loyalty
Laggards: -11%
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