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The Keys to Loyalty: How USAA Engenders Loyalty in Its Members through Service and Branding

May 31, 2018
Andrew Vahrenkamp

Customer loyalty brings growth, profitability, and efficiency; in this 42 page study, Raddon examines how institutions can improve their customer loyalty.  Using USAA as a case for successful loyalty, the study explores how banks and credit unions stack up and what USAA is doing that they aren’t.  From branding to primary status to perceived service quality, we turn over every stone in search for the keys to loyalty.  Credit unions will particularly find this study useful as they attempt to improve their member loyalty, but banks will find value as well. 

Price: 
$1,500.00

Inside the Report

Table of Contents: 

Executive Summary
3
Introduction
4
The Value of Customer Loyalty
4
USAA: The Gold Standard?
10
Who Are USAA Members?
12
Satisfaction and Likelihood to Recommend
15
Brand Strength and Customer Acquisition
18
Service Quality and Performance
23
Impact of Problem Resolution
30
Strategic Implications for Growing Loyalty
33
Survey Methodology
39
About
41

Sample Chart(s): 

Study Statistics: 

Date Published
May 31, 2018
Author
Andrew Vahrenkamp
Study Length
42 Pages
Number of Charts
28
Price
$1,500