What is customer loyalty on the site?

Customer loyalty on a website is an indicator of user satisfaction and willingness to interact with a web resource, which affects overall traffic and the site's position in search results. 

To calculate the customer loyalty index on the website, the main aspects are analyzed:

• Time spent on the site;
• Repeat visits;
• Interaction with text content of the site;
• Conversion and goal achievement.

Two metrics are used to calculate customer loyalty:

1. NPS is an indicator of the customer's willingness to recommend your services or products. To calculate, it is necessary to subtract the number of dissatisfied customers from the number of satisfied customers (determined through a mailing or survey), divide by the total number of respondents and multiply the number by 100.
2. CSI is an indicator of satisfaction with a specific service or product. The calculation formula is similar to NPS, but with a breakdown into parameters (price, quality, service).