Customer loyalty survey Template Alternatives

Have you ever experienced this: new customers come to your store every day, but you feel like it's hard to keep the regulars? Or you run a promotion, quite a few people show up, but when the promotion ends, they're all gone?

Actually, these problems are all related to customer loyalty. Why are regular customers willing to keep buying from you? What are they dissatisfied with? And what can you do to make them less likely to leave?

If you want to figure these things out, you need to run a Customer loyalty survey. And SurveyMars, as the overseas brand of "Wenjuanxing," not only helps you easily design surveys, but also provides ready-made Customer loyalty survey templates, so you don't have to start from scratch. In this article, I'll walk you through what a Customer loyalty survey is, and how to use SurveyMars's templates to do it right.

What Is a Customer loyalty survey?

A specially designed set of questions is a Customer loyalty survey, used to understand customers' recognition of your brand, their willingness to repurchase, and their likelihood to recommend to others.

This survey usually includes several core metrics:

Repurchase intent: Will the customer buy again next time?

Recommendation intent: Is the customer willing to recommend the brand to friends?

Price tolerance: If prices go up, will the customer stay?

Alternative attractiveness: Will customers switch to competitors just because of promotions?

Understand these, and you'll know how many loyal customers you really have.

Why Is a Customer loyalty survey So Important?

Many companies only focus on new customers, thinking that's where growth comes from. But actually, repeat customers are the real treasure.

Keeping Repeat Customers Is More Cost-Effective Than Getting New Ones

I have a friend who runs a coffee shop. He used to think every day about handing out flyers to get new customers. Later he did the math: getting one new customer costs 50 bucks, but a regular, if you serve them well, can come dozens of times a year.

So he changed his approach and ran a Customer loyalty survey with SurveyMars. The results showed that what regulars cared about most wasn't discounts—it was that the staff remembered their favorite drinks and had them ready early.

After that, he had his staff remember regulars' preferences more, and business actually became more stable. See? Figuring out what regulars want beats trying to drag people in from everywhere.

Early Warning for Customer Churn Risk

When customers are about to leave, it usually doesn't happen all at once. They first become cold, buy less often, or stop responding to promotions.

Running regular Customer loyalty surveys is like installing an early warning system for your business. If you notice a customer's loyalty score dropping, you can check in earlier and ask if there's been anything they're unhappy about recently.

How to Run a Customer loyalty survey with SurveyMars?

Alright, principles clear. Now let's jump into practice.

Step 1: Find the Customer loyalty survey Template

Log in to SurveyMars, search for "customer loyalty" in the template library, and you'll see the ready-made Customer loyalty survey template.

Click in, the template is already designed:

Simple instructions at the beginning, telling users why they should fill it out

Core questions covering repurchase, recommendation intent, price sensitivity, etc.

Options are the standard five-level scale: Strongly Agree, Agree, Neutral, Disagree, Strongly Disagree

You just need to replace the example text in the questions with your own.

Step 2: Adjust Questions to Fit Your Business

The template is universal, but your business has its own characteristics. A few things you can adjust:

Add your brand name. For example, change "I will buy this brand's products again" to "I will buy SurveyMars's products again"

Adjust questions based on your industry. If you run a subscription service, add a question like "I plan to continue my subscription." If you have a physical store, ask "Is this store's location convenient for me?"

Add an open-ended question at the end. Ask "Anything else you want to tell us?"—you often get unexpected feedback this way

Step 3: Set Up the Survey and Send to Customers

Survey ready? Next step is sending it to customers. SurveyMars supports multi-device filling—mobile and computer. You can generate a QR code from the link, print it on receipts, or share it in membership groups.

Watch sample size. Generally, each customer group ideally has 100+ valid responses for results to have reference value.

Step 4: Analyze Results, See Where the Problems Are

After data collection, SurveyMars automatically generates charts for you.

Look at these areas:

Overall loyalty score. Average each question's score to see the overall level. If total score isn't high, there's room to improve customer loyalty

Individual question scores. Which question scored lowest? That's where the problem is. For example, if "recommendation intent" scores low, it means customers' willingness for word-of-mouth isn't very strong

Differences between segments. Do new and repeat customers score the same? What's different between high-spending and low-spending customers?

Step 5: Make Improvement Plans Based on Results

Analysis done, don't just leave the report sitting there. Use the results to guide action.

Keep doing what scores high. Don't mess up things customers already认可

Improve what scores low first. If customers feel customer service is slow, optimize that process. If they think product selection is limited, consider expanding categories

Test again regularly. After improvements, run another survey later to see if scores rise

What to Do After Getting Results?

A Customer loyalty survey isn't a one-time thing—make it a regular practice.

Measure quarterly or semi-annually to watch how trends change

Share results with the team so everyone knows what customers are thinking

Pay special attention to low-scoring customers. If possible, contact them to ask specific reasons

Using SurveyMars's Customer loyalty survey templates, not only helps you understand your regulars, but also helps you keep them.

Frequently Asked Questions

Q: Are SurveyMars's Customer loyalty survey templates free?

A: Yes, templates in the library can be used for free. Creating surveys, collecting data—basic functions are free.

Q: I've never done this kind of survey before, can I use the templates well?

A: No problem. The templates already have the format and questions designed. You just need to replace with your own content, send to customers, and then look at the results.

Q: How many responses are enough for one survey?

A: Generally, 100+ responses give reference value. If customer groups are quite diverse, each segment should also have 100+.

Q: What if the loyalty score is low?

A: First look at which questions scored lowest—that's where the problem is. Then improve aim at those issues, and test again later to see if the score can rise.

Q: Can customers fill it out anonymously?

A: Yes, you can. SurveyMars supports completely anonymous settings. But if you want to contact low-scoring customers to understand specific situations, you can also make contact info optional.