Tracking Guest Loyalty - The Fan Value Score

On any given day, your guests have an important view of how your business is running.

Individually, your guests' experiences will determine how loyal they will be to you. Of course, there will be some variation in the collective guest experience, and consequently guest loyalty. By closely tracking that collective experience, and the loyalty it fosters, you can get great perspective on how what you're doing today can impact your business down the road.

That's what the Fan Value Score is all about; quantifying the concept of loyalty. Our proprietary algorithm calculates, for each of your guests, a single "score" that factors in 3 key drivers of loyalty; how willing he or she is to return, whether he or she is willing to recommend your business, and how you did in meeting his or her expectations.

The big takeaway is that looking at your Fan Value Score trends can give you insight into how your operations today will impact the future; loyal guests come back and can make recommendations both to people in their lives, as well as to a larger audience through social media and review sites.