Yandex have introduced a loyalty index to the Directory product.
Loyalty Index is an independent assessment of your company by users. The higher the number, the more your organization is liked by customers and they are ready to return to you again. If the rate is low, then customers are usually reluctant to return.
At the moment, this is just an experiment – and the Loyalty Index is only available only to a number of establishments registered as Cafes or Restaurants.
How it works
When a person searches for your company using Yandex services, points are awarded for each of his actions. The more points, the more interesting your company is to users. User data is impersonal – it is impossible to identify an individual person by indicator.
The assessment takes into account many factors, for example, reviews in the Directory, queries in the search, on Maps, making a route to a place in the Navigator. The service compares all factors between companies belonging to the same segment in geographic proximity, and automatically calculates the coefficient.
The loyalty index will help business owners understand how people actually rate their establishment, whether they want to return or prefer to go to competitors. Based on this data, entrepreneurs will be able to rebuild or improve the service to attract and retain customers.
The index currently updates monthly.
How to increase the index
Find out what your customers don’t like. Ask those who come to the institution, look in the reviews for your company. Work through each problem that arises and make sure that similar situations do not arise.
Customers will see your willingness to work on improvement and become more loyal to the company. See what competitors are being praised for. Analyze reviews that customers leave to competitors. They will help you understand what can be fixed and improved in your restaurant.
Build your brand reputation. Answer the questions they ask on Yandex.Q . People remember the expert and the company that helped them solve a problem or suggested what to do in a situation.
As soon as you start working on loyalty, Yandex.Directory will immediately show changes in users’ mood – the loyalty index will begin to grow.