Nihilent Launches Customer Loyalty Evaluation Service

Nihilent, launched a complete service based on its newly patented predictive 'Customer Loyalty Evaluation' (CLE) model, at the 'Customer Retention Satisfaction & Loyalty in Financial Services India 2010' conference. The patent titled 'System for Evaluating Customer Loyalty' helps businesses to successfully identify loyalty drivers and drive customer retention.

CLE is a unique model developed to make customer loyalty measurable and predictable. It determines an index for loyalty termed the 'Predictive Loyalty Index'. Within the next few weeks, CLE is further being incorporated into a web-based tool named '14signals' for Micro, Small & Medium Enterprises (MSMEs), which will be collaborated by Nihilent's consulting practice.

Nihilent has partnered with the Indian Statistical Institute (ISI) for their expertise in delivering detailed and valuable findings using a wide range of statistical analysis methods. Nihilent plans to publish loyalty benchmark reports for various industries that will help companies to benchmark theirs own against the industry.

Speaking at the launch, LC Singh, CEO, Nihilent said, "Conventional customer loyalty surveys invariably capture the superficial and on-the-moment mindset of the customer without attempting to uncover facets of the promised experience or the insight into what the customer is really expecting. With these surveys, it is practically impossible to predict the future course of action of the customer."

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"CLE is based on the analysis of the experience of the customers in comparison with their expectations for a service. Through our new patent, which we believe is the first in the category worldwide, businesses can calculate the PLI of customers, forecast trends and preferences over a period, track areas of improvements, and identify the opportunities for innovation," he further added.