| Characteristic | Fully engaged users | Indifferent users | Actively disengaged users |
|---|---|---|---|
| - | - | - | - |
| - | - | - | - |
| - | - | - | - |
| - | - | - | - |
| - | - | - | - |
| - | - | - | - |
| - | - | - | - |
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July 2015
United States
November 20 to December 1, 2014 and December 29, 2014 to January 16, 2015
11,043 and 6,032
18 years and older
In the past 30 days
Panel survey
FULLY ENGAGED customers are emotionally attached and rationally loyal. They'll go out of their way to locate a favored product or service, and they won't accept substitutes. True brand ambassadors, they are a company's most valuable and profitable customers.
INDIFFERENT customers are emotionally and rationally neutral. They have a take-it-or-leave-it attitude toward a company's product or service.
ACTIVELY DISENGAGED customers are emotionally detached from a company and its product or service. They will readily switch brands. If switching is difficult or impossible, they may become virulently antagonistic toward the company. Either way, they are always eager to tell others exactly how they feel.
