22 March 2016
What are the most effective levers for building customer loyalty?
The dunnhumby Customer Centricity Index (CCI) measures customers’ perceptions of how well retailers meet their needs and wants.
The study, based on more than 22,000 consumer observations, evaluated more than 50 of the UK’s leading retailers against 60 attributes of the customer experience. We asked questions that addressed all factors that might influence customer opinion, such as in-store experience, price perceptions, appeal of promotions and quality of customer service. These factors make up the 7 Pillars of Customer Centricity that dunnhumby has identified as most important to long-term loyal customer growth.