Loyal enthusiastic customers, who return again and again to buy from the company, and who recommend you to their friends, colleagues and family.
Satisfied customers, but unenthusiastic about your brand. There is nothing driving them away, but they are vulnerable to being enticed to your competitors.
Unhappy, dissatisfied customers, who may damage your brand by spreading negative information, either directly (word-of-mouth) or on social media.
What could be done better and what was done well
What the customer liked most, what they liked least
Retail: Apple, Avis, Home Deport, Hertz
Financial: Allianz, ING, HSBC, AMEX, Westpac
B2B: KPMG, PricewaterhouseCoopers, Bearing Point
Consumer Products: Lego, Proctor & Gamble, Grohe
Technology: HP, Canon, Dell, LG, Sony, Symantec
Telecom: Virgin Media, Verizon, Vodafone, Nokia