Maximizing customer lifetime value (LTV)

No brand can exist without loyal and returning customers, and due to intense competition in e-commerce industry, treating all customers equally is a mistake. Every customer is different and thus different purchase motivations occur. Therefore, developing good strategy and communication plan requires understanding customers’ intents and demands, as well as understanding their current and future behaviour.

Understanding motivations underlying the purchase, as well as the right approach, convert into maximization of customer lifetime value (LTV) and profit increase. Personal experiences of customers are unique and have a key influence on behaviour, as well as on perception of the brand. You need, however, to keep in mind that building relationship with customers is done through various channels (e.g. via website, customer service, traditional point of sale) and each point of contact creates a separate experience. Collecting comments and opinions from all channels is therefore crucial for correct identification of problems, needs, errors or doubts. Asking the  consumers about their feelings is the key to building healthy and profitable relationships, as well as a method for elimination of barriers that may hinder communication with other customers and users.

The length of relationship with customers, which translates directly to the LTV, is significantly influenced by satisfaction from using the services (purchase - for e-commerce). The higher satisfaction, the lower the probability of losing a customer to the competition. Observations in regard to that context, through, are carried out using NPS surveys – a proven methodology aimed at measuring satisfaction and likelihood to recommend.

Running continuous and regular observations is extremely important.  Changes in customers' behaviour and needs, as well as available alternatives (news, changes of fashion and trends), make the lack of control and adaptation to changing realities results in increased chances of losing the customers. Therefore, continuous development and adaptation to market conditions are of great significance - taking care of stable presence and positive reputation is crucial to maximize the LTV.








    • Understanding the reasons for leaving the website.

      Observation of users' behaviour is possible through a multitude of various statistics that are a treasure trove of knowledge for every website owner. Data collected in service statistics illustrate behaviour of particular users, regarding, among other things, the following aspects: how long the users stayed on a particular page, where they came to the website from, what pages they visited, and which of them was a page from which they left the website.

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      Multidimensional survey for the Clients

      Basic survey offered by platform allows for collection of declarative ratings and reviews from users on the websites. The survey is embedded on Customer's website and presented, as standard, in the lower right corner of the page, in the form of a pictogram + text inviting to participate in the survey.

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      Understanding the causes of cart drop-off and abandonment of purchasing process

      The main goal of any e-commerce website is making the users easily go through the purchasing process, from their needs and interests, to familiarizing them with the product and purchase, to the confirmation of transaction completion and the information about goods delivery date.

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      Precise survey on website users' loyalty

      The main objective of the NPS [ang. Net Promoter Score] is measurement of customers' loyalty. In other words, the NPS examines whether a customer/user will recommend your business/website to his/her friend.

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      The survey placed within the website content.

      opiniac.insert is a survey placed within the content of analyzed website. The method of placing allows to measure loyalty, evaluation of the offer, brand or other elements placed above the survey. Using the suited questions, through the opiniac.insert survey appearing on the website, the indications on the following issues may be obtained:

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      Survey on mailing attractiveness /dedicated questions to the recipients.

      To obtain users' opinions about correspondence received from the website, it is worth using not only the available statistical tools to measure the effectiveness of the carried out promotional campaign. Also the survey should be used, which will enable knowing users' opinions on the correspondence content.

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      Free testing of platform.

      Free trial version is available for 1 month. With it, the complete functionality of the system may be used but limited to the basic questionnaire – with a set of questions based on the most common problems or issues relating to websites' users.

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      Segmentation of the survey among website visitors

      The survey consists in displaying the questionnaire or invitation to participate in the survey to a predefined group of website users. That group may be defined on the basis of selected criteria, e.g. specific behavior on the website, visiting selected pages, or it may include all new users visiting the website.

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  • Support and Surveys

    +48 661 627 620

  • Address for correspondence
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    54-135 Wrocław, Poland

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