2020 Customer Loyalty Report

Cracking the Code to Customer Loyalty!

In February 2020, prior to the escalation of COVID-19 in the United States, DaySmart Software (makers of 123Pet) conducted a survey of 2,000 U.S. consumers who have visited pet services businesses (pet groomers, kennels, daycares) in the last year to better understand what they prioritize when finding their go-to professional service providers.

2020 Customer Loyalty Report

Customer Loyalty is the Lifeblood of Small Business.

Through thick and thin, small business relies on repeat customers for economic sustainability and forecasting. Understanding the “what, why, and how” of these personal relationships is essential to keeping every small business growing – especially now. Naturally, every pet groomer, kennel, or dog daycare facility wants to be their client’s “go-to place”.

Amidst the COVID-19 crisis, small businesses and their loyal customers have had to weather harsh changes. As small businesses reopen their doors, it will be important to reengage their customer bases to grow and get back on their feet.

A lot goes into building and earning customer loyalty – from the quality of service and personal relationships to location and convenience. But it’s hard for business owners to know how to excel in each of these aspects – or which ones consumers prioritize. Understanding this is essential to not only building a savvy strategy for growth, but also to allocating resources impactfully.

Download the full report below to learn more about today’s consumer’s preferences and behaviors, and how to gain and maintain customer loyalty!

How Many Visits it Takes Consumers to Feel Comfortable at a Business:

Loyalty Survey

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Loyalty Survey Results

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