8 Customer Loyalty Indicators and How to Improve Them!

indikator loyalitas pelanggan

Customer loyalty is one of the most important elements in business success. Loyal customers tend to be more profitable and have the potential to help your business grow. But how do you measure customer loyalty?

The answer is through customer loyalty indicators. In this article, we will discuss the different kinds of important customer loyalty indicators and how you can shape them. Let’s start by understanding what exactly these indicators are that are often used in ensuring that customers keep coming back.


Customer loyalty indicators are several metrics and signs that measure the extent to which customers feel connected and loyal to a brand or business. It is a concrete picture of the extent to which customers are satisfied with the experience and the extent to which they are likely to choose your brand over competitors.

Indikator loyalitas pelanggan membantu bisnis untuk memahami apakah upaya mereka dalam mempertahankan pelanggan telah berhasil atau belum.

Read Also: 7 Effective Ways to Increase Customer Satisfaction in the Digital Era


Customer loyalty indicators play a very important role in business strategy. Why? Because loyal customers have a positive impact on your business in several ways:

  • Stable profit: Loyal customers tend to make repeat purchases, which provides a steady source of revenue for your business.
  • Reduces marketing costs: Retaining existing customers is cheaper than finding new ones. Loyalty indicators help you evaluate the effectiveness of your marketing strategy.
  • Recommendations: Loyal customers are more likely to give recommendations to their friends and family, helping you gain new customers without additional advertising costs.
  • Resilience against competition: Customers who feel loyal are less affected by promotions from competitors, thus keeping your business strong in the market.

Read also: Understand What KYC Is and How It Works in the Financial Industry

What are the Indicators of Customer Loyalty?

Types of Indicators

Several customer loyalty indicators can help you measure the extent to which your customers are loyal to your business. Let’s discuss some of them that are often used by various big businesses:

1. Retention

Retention is an indicator that measures how often customers return and continue shopping with your business. A high retention rate indicates that customers are satisfied and have strong loyalty to your brand.

They don’t just make a one-time purchase, but they come back again and again. High retention indicates that your business is successfully retaining customers, which reduces the cost of acquiring new customers.

2. Trust

Trust is the foundation of customer loyalty. Customers who strongly believe in your business will be more likely to choose it over competitors.

Trust can be built through consistency, integrity, and transparency. When customers feel that your business is reliable and delivers what it promises, they will feel more comfortable staying loyal.

3. Referrals

Referrals occur when customers recommend your business to others. This is a sign that the customer is highly satisfied with your product or service and wants to share their positive experience with others.

Referrals not only help in gaining new customers but also strengthen the bond between customers and your brand.

4. Repeat Purchase

This indicator measures how often customers make repeat purchases. Customers who keep buying from you indicate that they have a strong preference for your product or service. It is important to maintain product and service quality to keep customers loyal.

5. Emotional Bonding

Emotional bonding refers to the emotional connection between customers and your brand. It’s not just about the product or service, but also about how your brand makes customers feel.

Customers who feel emotionally connected to your brand tend to be more loyal and have a deeper relationship with your business.

6. Satisfaction

Customer satisfaction is a basic indicator of loyalty. Customers who are satisfied with their experience tend to be more loyal. To measure customer satisfaction, you can conduct surveys, listen to feedback, and monitor complaint rates.

Read Also: How to Measure Customer Satisfaction and its Indicators

7. Choice Reduction / Habit

This indicator refers to the tendency of customers to choose your products or services automatically or out of habit. It indicates that they have formed positive habits related to your brand, which is a strong sign of customer loyalty.

8. History of Experience

The history of a customer’s experience with your business is also an important indicator of loyalty. Customers who have had positive experiences with your business over several years tend to be more loyal.

This shows that you have maintained a high level of product and service quality over a long time.

Read Also: 2 Examples of KYC Implementation in the Banking and Finance Industry

How Technology Retains Customer Loyalty?

Technology has a very important role in helping businesses to shape customer loyalty. In today’s digital age, technology allows businesses to more efficiently and effectively interact with customers, provide a more personalized experience, and monitor customer loyalty indicators.

Here are some ways in which technology can help in shaping customer loyalty:

1. Customer Data Analysis

Technology allows businesses to better collect and analyze customer data. Data analytics can identify trends, buying patterns, and usage history of products or services. This helps businesses in providing more precise and relevant offers to customers.

2. Message Personalization

Technology allows businesses to send personalized messages to customers. Personalized messages can make customers feel more valued and cared for. They tend to be more engaged and loyal to businesses that provide a more personalized experience.

3. Digital Loyalty Programs

Loyalty programs can be integrated with business apps or websites. Customers can collect points or rewards through purchases or specific actions. Technology enables easier tracking of points and rewards, so customers can see how close they are to rewards and incentives.

4. Speedy Customer Service

Chatbots and other automated customer services allow businesses to provide quick responses to customer queries. Customers who feel they get help quickly tend to be more satisfied and continue shopping.

5. E-commerce and Mobile Apps

E-commerce platforms and mobile apps allow customers to shop easily and conveniently. Exclusive offers, discounts, and special promotions can be accessed through a one-stop app, encouraging customers to return.

6. Survey and Customer Feedback

Technology allows businesses to send surveys to customers and collect their feedback more efficiently. Data from such surveys can be used to understand customer satisfaction and assess the extent to which loyalty indicators are met.

7. Social Media

Social media allows businesses to interact with customers directly. This could be answering questions, responding to comments, or promoting engaging content. Active interaction with customers on social media can strengthen the bond between customers and brands.

8. Real-time Monitoring

Technology allows businesses to monitor customer loyalty indicators in real-time. Through dashboard features and constantly updated reports, businesses can take swift action if there are changes in customer behavior.

Technology allows businesses to get closer to customers, understand their needs, and provide a better experience. Through the proper utilization of technology, businesses can be more effective in shaping customer loyalty, which in turn will help in increasing revenue and long-term success.

Read also: 8 Examples of Using Face Recognition Technology in Industry

Customer loyalty is a valuable asset for any business. Customer loyalty indicators help you understand the extent to which you are successfully retaining customers and measure the success of your business strategy.

Through quality products or services, providing good service, building good relationships with customers, and providing incentives, you can build strong customer loyalty.

To maximize the percentage of customer loyalty indicators, consider working with Eendigo, a leading user experience service provider in Indonesia. Through its experience and advanced technology, Eendigo can help you improve your customer experience. Don’t miss this opportunity to improve your customer loyalty and business success by relying on customer loyalty indicators to keep them supporting your business.

Interested in trying this service? Contact us for more information or click here to get a free trial version of Eendigo’s flagship product!