Each manufacturer strives to ensure that the consumer uses their product again (a Repeated Customer). Most electrical goods do not fall under the category of fast-moving consumer goods (FMCG) and have a long life cycle, which does not imply quick replacement. This is why American scientists developed a specific methodology to assess how willing current consumers are to recommend the brand they are using.

Surveys are conducted at various touchpoints where the consumer interacts both with the product itself and with the services offered by the manufacturer:

Since the methodology is simple and universal, the result provides insight into the level of customer loyalty towards the brand, its competitiveness, and development prospects. There are several channels for gathering this information:

The cost of "feedback" from each surveyed consumer depends on the conversion rate associated with the chosen communication channel. The highest conversion rate is achieved through traditional "telephone surveys," but their downside is the high cost.

To increase the financial efficiency of telephone surveys, a solution has been developed to conduct surveys using an "IVR robot." The dialogue script, timing, frequency, and number of calls to the consumer are customized according to the client's preferences.