Customer Loyalty: The measurement chosen by ATS to monitor and evaluate our client relationship. Customer Loyalty is used to gauge the clients’ true passion for the ATS business relationship. It is a measurement over time as opposed to a more traditional Customer Satisfaction which measures opinions in the moment. Where Loyalty is a relationship measurement, satisfaction is a transactional measurement.

The purpose of the Customer Loyalty process is to continually measure the depth of the relationship, engagement, and general acceptance of the Customer/Supplier relationship. The goal of this measurement is to constantly and consistently touch as many client contacts as possible and generate or identify opportunities for improvement.

Surveys are distributed to as many customer stakeholders at the site every six months. While the survey asks many questions, there is one question which is used to calculate Customer Loyalty. The question is “How Likely are to you recommend ATS to a friend of colleague?”

Responses of 10’s and 9’s are categorized as ‘Promoters’ and the responders are considered passionate, loyal supporters of ATS. Responses of 8’s and 7’s are categorized as ‘Neutral’ and are considered to be neither passionate promoters nor negative detractors and could probably be swayed either way by price or a positive or negative transaction on any given day. Neutral scores are not counted in the calculation. Responses of 6 and below are categorized as ‘Detractors’. Detractors have definite issues and experiences or opinions that are not positive towards ATS.

The measure considers the percentage of total respondents who fall into each category. To arrive at the Net Promoter Score the percentage of ‘Detractors’ is subtracted from the Percentage of ‘Promoters’.

The Site Manager is encouraged to review the results and feedback and develop action plans to consistently improve the relationship and the resulting ratings.

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