Customer Loyalty and Retention Survey
For Retail Industry

1. How long have you been using products/services from <Your Brand>? (MCQ-Single Selection)
○ Less than 6 months
○ 6 months to 1 year
○ 1 to 2 years
○ 2 to 5 years
○ More than 5 years
○ Not applicable, I haven’t used <Your Brand>

2. What factors encourage you to continue using products/services from <Your Brand>?  (MCQ-Multiple Selection)
□ Product quality and reliability
□ Excellent customer service
□ Wide range of product/service options
□ Competitive pricing
□ Loyalty rewards or programs
□ None of the above

3. How likely are you to recommend <Your Brand> to others based on your experience? (MCQ-Single Selection)
○ Very likely
○ Likely
○ Neutral
○ Unlikely
○ Very unlikely

4. Which of the following could potentially make you stop using products/services from <Your Brand>? (MCQ-Multiple Selection)
□ Decline in product quality
□ Poor customer service experiences
□ Better options available from competitors
□ Increased prices without added value
□ Change in personal preferences
□ None of the above

5. How frequently do you explore or consider alternatives to products/services offered by <Your Brand>? (MCQ-Single Selection)
○ Frequently, I actively look for alternatives
○ Occasionally, when I encounter something new
○ Rarely, I’m generally satisfied with <Your Brand>
○ Never, I’m loyal to <Your Brand>

6. What improvements or changes would encourage you to increase your usage or reliance on <Your Brand>? (Open-ended)
Ans: ___________________________________________

7. What features or aspects of <Your Brand> do you value the most and why?(Open-ended)

Ans: ___________________________________________

8. Have you faced any issues or challenges while using products/services from <Your Brand>? If yes, please describe.(Open-ended)

Ans: ___________________________________________

9. In your opinion, what could <Your Brand> do differently to enhance customer loyalty and satisfaction? (Open-ended)

Ans: ___________________________________________

10. Is there anything else you would like to share about your experience with <Your Brand>?(Open-ended)

Ans: ___________________________________________