Customer Loyalty Management (Normalized)

This dataset provides processed and normalized/standardized indices for the management tool group focused on 'Customer Loyalty Management', including concepts like Customer Retention and Satisfaction & Loyalty programs. Derived from five distinct raw data sources, these indices are specifically designed for comparative longitudinal analysis, enabling the examination of trends and relationships across different empirical domains (web search, literature, academic publishing, and executive adoption). The data presented here represent transformed versions of the original source data, aimed at achieving metric comparability. Users requiring the unprocessed source data should consult the corresponding Customer Loyalty dataset in the Management Tool Source Data (Raw Extracts) Dataverse. Data Files and Processing Methodologies: Google Trends File (Prefix: GT_): Normalized Relative Search Interest (RSI) Input Data: Native monthly RSI values from Google Trends (Jan 2004 - Jan 2025) for the query "loyalty management" + "customer loyalty" + "customer retention" + "loyalty management marketing". Processing: None. Utilizes the original base-100 normalized Google Trends index. Output Metric: Monthly Normalized RSI (Base 100). Frequency: Monthly. Google Books Ngram Viewer File (Prefix: GB_): Normalized Relative Frequency Input Data: Annual relative frequency values from Google Books Ngram Viewer (1950-2022, English corpus, no smoothing) for the query Loyalty Management, Customer Loyalty, Satisfaction and Loyalty, Customer Retention. Processing: Annual relative frequency series normalized (peak year = 100). Output Metric: Annual Normalized Relative Frequency Index (Base 100). Frequency: Annual. Crossref.org File (Prefix: CR_): Normalized Relative Publication Share Index Input Data: Absolute monthly publication counts matching Customer Loyalty-related keywords [("loyalty management" OR ...) AND (...) - see raw data for full query] in titles/abstracts (1950-2025), alongside total monthly Crossref publications. Deduplicated via DOIs. Processing: Monthly relative share calculated (Loyalty Count / Total Count). Monthly relative share series normalized (peak month's share = 100). Output Metric: Monthly Normalized Relative Publication Share Index (Base 100). Frequency: Monthly. Bain & Co. Survey - Usability File (Prefix: BU_): Normalized Usability Index Input Data: Original usability percentages (%) from Bain surveys for specific years: Loyalty Management (2004); Loyalty Management Tools (2006, 2008); Satisfaction and Loyalty Management (2010, 2012, 2014). Note: Not reported before 2004 or after 2014. Processing: Semantic Grouping: Data points across related names treated as a single conceptual series. Normalization: Combined series normalized relative to its historical peak (Max % = 100). Output Metric: Biennial Estimated Normalized Usability Index (Base 100 relative to historical peak). Frequency: Biennial (Approx.). Bain & Co. Survey - Satisfaction File (Prefix: BS_): Standardized Satisfaction Index Input Data: Original average satisfaction scores (1-5 scale) from Bain surveys for specific years (same names/years as Usability). Note: Not reported before 2004 or after 2014. Processing: Semantic Grouping: Data points treated as a single conceptual series. Standardization (Z-scores): Using Z = (X - 3.0) / 0.891609. Index Scale Transformation: Index = 50 + (Z * 22). Output Metric: Biennial Standardized Satisfaction Index (Center=50, Range?[1,100]). Frequency: Biennial (Approx.). File Naming Convention: Files generally follow the pattern: PREFIX_Tool_Processed.csv or similar, where the PREFIX indicates the data source (GT_, GB_, CR_, BU_, BS_). Consult the parent Dataverse description (Management Tool Comparative Indices) for general context and the methodological disclaimer. For original extraction details (specific keywords, URLs, etc.), refer to the corresponding Customer Loyalty dataset in the Raw Extracts Dataverse. Comprehensive project documentation provides full details on all processing steps.