Voice of Customer programs can help measure customer loyalty by gathering feedback directly from customers. Through these programs, companies can collect data on customer satisfaction, preferences, and perceptions, which can be used to assess their loyalty to the brand.

One way Voice of Customer programs measure customer loyalty is by using Net Promoter Score (NPS) surveys. NPS surveys ask customers to rate how likely they are to recommend the company to others on a scale of 0 to 10. Customers who give a score of 9 or 10 are considered promoters, indicating high loyalty. On the other hand, customers who give a score of 6 or below are considered detractors, indicating low loyalty. By calculating the difference between the percentage of promoters and detractors, companies can obtain a numerical value that represents overall customer loyalty.