The Imagination Factory

Customer Satisfaction vs Customer Loyalty

Everyone in business wants to know where they stand with their clients. Many businesses mistakenly try to measure customer ‘satisfaction’, confusing it with customer ‘loyalty’ *.

Unfortunately, most customer satisfaction surveys are too long, confusing, not germane, don’t measure the right thing or take too much thought to be returned.

Because the Imagination Factory may have created a logo for you, designed a brochure, developed a web presence or helped you launch an entire marketing campaign or product, an IFI ‘satisfaction survey’ could easily fall into any of those categories above.

So, ours is simple – we’ve boiled it down to two (2) questions, that’s it!

Simply stated, what we want to know is… “On a scale of 0 to 10, how likely are you to recommend the Imagination Factory to friends, colleagues or associates? and why?

These two simple but powerful questions tell us a ‘loyalty’ level (and a better measure of whether we’ll do more work together), and it gives us a better grasp of how you would recommend us and/or how we can improve.

Naturally, we’d love to know who is filling out this form, but unless you enter your company and email, we won’t know. It is completely optional.

* Satisfaction doesn’t ensure additional sales, but if you can garner customer loyalty you will have something your competitor won’t… the next sale / order / project.


The Imagination Factory • 15 Ionia Ave. SW, Suite 220 • Grand Rapids, MI 49503 • phone: 616.356.CLIK (2545) • fax: 616.356.2546 • email: Contact Us Online

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