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For Customer Experience Professionals

The Strength Of Customer Relationships

Examining Consumer Loyalty To 112 Companies Across Nine Industries

February 21, 2008


  • By Bruce D. Temkin
  • with Olga Melnikova,
  • Steven Geller

Why Read This Report

How loyal are consumers? We examined this question by asking nearly 5,000 US consumers about their intentions for doing business with 112 firms across these nine industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Our analysis reveals that retailers have the most loyal consumers while banks have the least loyal consumers. When looking at how individual companies compared with their industry averages, credit unions came out on top and Sprint/Nextel came out on the bottom.

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