Customer Loyalty & Brand Switching Survey
Understand how customers evaluate competing offers, compare brand promises, navigate service experiences, and weigh price, trust, convenience, and switching triggers, so you can sharpen retention, refine positioning, improve acquisition, and prioritise channel strategy.
CONTEXT & RELEVANCE
Why run this survey now
Most customers don't leave brands purely on price. They switch due to unmet expectations, inconsistent service, weak differentiation, attractive alternatives, and life-stage changes, none of which fully show up in satisfaction scores or sales dashboards.
If you are...
- Brand strategy leaders
- Customer experience heads
- Retention and CRM teams
- Product portfolio owners
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete customer loyalty journey from initial choice to switching or advocacy.
Current Relationship
- Brand tenure and usage
- Relationship strength and exclusivity
Loyalty Drivers
- Functional and emotional value
- Trust and habit formation
Experience Consistency
- Channel and service consistency
- Recovery after negative experiences
Value & Pricing
- Price fairness and justification
- Promotion and premium tolerance
Competitive Consideration
- Alternative brands and substitutes
- Comparative strengths and weaknesses
Switching Triggers
- Active and passive triggers
- Barriers to brand departure
Retention Levers
- Offer and communication relevance
- Intervention timing and channels
Advocacy & Future
- Recommendation and positive influence
- Future preference and commitment
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Customer Loyalty & Brand Switching Survey, we recommend a quant-led segmentation approach with flexible data-collection modes to balance reach, behavioural depth, competitive context, and verification across customer cohorts.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the consumer brand strategy space.
Subscription Renewal Drivers & Competitive Vulnerability Across Urban Households (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Subscription Renewal Drivers & Competitive Vulnerability Across Urban Households (India)
Personal Care Portfolio Architecture & Premiumisation Exploration (Metro India)
Subscription Renewal Drivers & Competitive Vulnerability Across Urban Households (India)
OBJECTIVE
A pan-India subscription provider needed to understand renewal behaviour among long-tenure subscribers , recent joiners , and multi-service households , focusing on brand reliance, offer sensitivity, competitor consideration, and reasons for downgrading or cancelling.
WHAT WE DID
We ran a structured online survey with quota controls by tenure, spend, and service bundle, capturing renewal intent , price tolerance , competitor awareness, recent service incidents, promotional exposure, and preferred retention channels.
DELIVERED
The study produced a renewal driver model , competitive vulnerability map , segment-level offer sensitivity profiles, and channel-specific retention levers, giving commercial teams a clear view of which customer groups required differentiated messaging and intervention.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between brand loyalists, active switchers and lapsed customers?
How will you measure loyalty and switching propensity beyond simple ratings?
Will the survey map the full customer relationship journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our retention targeting and competitive defence?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.