Secure Customer Index is a Customer Satisfaction measurement model developed by D. Randall Brandt, Ph.D (Maritz Research) in 1996.
Most major conceptual and measurement models of customer satisfaction explicitly include elements related to customer value and customer loyalty. Satisfaction is a necessary, but not a sufficient, condition of customer loyalty. Customer loyalty is reflected by a combination of attitudes and behaviors. It usually is driven by customer satisfaction, yet also involves a commitment on the part of the customer to make a sustained investment in an ongoing relationship. One measure of customer loyalty is the Secure Customer Index (D. Randall Brandt, 1996). A secure customer is one who says that he or she is:
- Very satisfied with the service
- Definitely will continue to use the service in the future
- Definitely would recommend the service to others
Organizations seeking to measure the Voice of the Customer for the first time can have confidence when using the SCI to provide direction for strategic and tactical business strategies aimed at increasing customer loyalty.