See different sides of the relationship.
Follow satisfaction, trust and customers’ willingness to continue the relationship.
For customer-facing businesses
Understand the relationship.Give customers more reasons to return.
RelationRate helps you follow customer satisfaction, trust and engagement. Short relationship surveys and visit feedback provide a basis for improving customer encounters and developing relationships over time.
Free business profile. Deeper analysis, add-ons and subscriptions are paid services after the trial period.
Leave feedbackRelationRate
78/100
RelationRate index
Customer-reported relationship signals
- Satisfaction
- Trust
- Engagement
Next step in Flowly
Follow up customers’ comments about their service experience.
For hair salons, beauty salons, cafés, restaurants, shops and other customer-facing businesses.
Make customer feedback useful.
Understand what could improve.
Combine clear questions with customers’ own comments to identify improvements.
Follow up over time.
See how responses change. With Flowly, responses can also be linked to customer history and completed repeat visits where data is available.
What we measure
The relationship over time. The experience of the latest visit.
Two measurements bring different perspectives and help you ask the right questions at the right time.
Relationship survey
Understand the strength of the customer relationship, not just the latest visit. Follow satisfaction, trust and engagement over time, with insights into customers’ willingness to choose you again and recommend you.
Example questionHow much do you trust the business to give you a good experience next time?
Visit feedback
Hear about the latest visit in your customers’ own words. Discover what they appreciated and what could improve, so you can make the next encounter better. Pulse questions are optional and do not affect the relationship index.
Example questionWhat did you appreciate most about your latest visit?
Optional free-text response
Scale questions use 0–10. The RelationRate index summarises customer-reported relationship signals on 0–100. Visit feedback and actual repeat visits are tracked separately.
The everyday difference
More than a rating. A relationship to develop.
Star ratings offer a quick impression. Market research can provide strategic depth and an industry perspective. RelationRate focuses on the next step for customer-facing businesses – from a customer encounter to a stronger relationship.
Explore the possibilities| Perspective | RelationRate | Star ratings | Broader market research |
|---|---|---|---|
| Primary purpose | Develop your own customer relationships in everyday business. | Offer a quick overall impression. | Understand the market, drivers and positioning. |
| What you follow | Satisfaction, trust and engagement, with separate visit feedback. | An overall rating, often with a comment. | Multiple dimensions and sometimes comparisons with other businesses. |
| From responses to action | Short questions to support practical improvements and ongoing follow-up. | Reviews to read, respond to and learn from. | Analysis to inform strategic priorities. |
| Customer context | With Flowly: customer history, activities and actual repeat visits where data and a customer-approved link exist. | Depends on the platform and available customer links. | Depends on the study design and data sources. |
RelationRate’s strength: relationship measurement and visit feedback in an everyday workflow, with the option to follow responses in customer context through Flowly.
This comparison describes typical uses, not every service. Features vary. RelationRate does not replace representative market research or independent industry benchmarking.
How it works
From customer responses to the next improvement.
- 01
Invite customers.
Share a link or QR code. In Flowly you can also create surveys linked to customers in your register.
- 02
Understand the picture.
Follow relationship signals, visit experiences and comments to see what customers appreciate and what needs attention.
- 03
Improve and follow up.
Choose an action and follow developments. Deeper analysis and advice are available as add-ons.
RelationRate + Flowly
See customer relationships in context with Flowly.
Flowly brings customer records, surveys and follow-up into one workspace. Imports or integrations can bring in bookings, activities and available marketing data, for example from Meta and Google.
Follow what customers say alongside how the relationship develops in practice. Available connections depend on your systems and data.
Discover FlowlyFlowly
- Customer responses
- Customer history
- Completed repeat visits
- Activities
Where data is available – attitudes, intentions and observed behaviour are distinct perspectives.
Research
Research-inspired. Developed for everyday use.
The founders of RelationRate have an academic background at Åbo Akademi University in Finland and have themselves studied connections in relationship marketing between businesses and consumers. Building on these insights, the model has been developed into a practical tool for understanding and strengthening customer relationships over time.
RelationRate draws inspiration from Nordic research on customer relationships, where a long-term perspective, trust and the value of recurring customer encounters take centre stage. Satisfaction is an important part of the relationship. Customer engagement, trust in the business and willingness to remain a customer contribute to a broader understanding of loyalty.
Through short questions and continuous follow-up, RelationRate makes these perspectives useful in everyday business. Customers’ experiences and intentions can be followed alongside actual repeat visits when such data is available in the interface. This provides a basis for developing customer encounters, improving your service and building stronger relationships over the long term.
Becker and Jaakkola (2020), affiliated with the University of Turku, describe customer experience as dynamic and shaped across touchpoints. This informs following both individual visits and change over time. [1]
So, Yang and Li (2025; first published online in 2024) synthesised 153 tourism and hospitality studies. Their analysis supports a model in which satisfaction mediates relationships between perceived quality, value and loyalty. [2]
Show full references
- Becker, L. & Jaakkola, E. (2020). Customer experience: fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48, 630–648.
- So, K. K. F., Yang, Y. & Li, X. (2025; online 2024). Fifteen Years of Research on Customer Loyalty Formation: A Meta-Analytic Structural Equation Model. Cornell Hospitality Quarterly, 66(2), 253–272.
These studies provide theoretical guidance. They do not validate RelationRate’s specific questions or index. RelationRate is research-inspired and develops through practical use and pilot studies.
Frequently asked questions
How is RelationRate different from a star rating?
Separate questions explore several aspects of the relationship. Dimension results and comments provide a more structured basis for improvement than one overall rating.
What does the 0–100 index mean?
It summarises customer-reported relationships using RelationRate’s model. A score of 80 does not mean 80 percent of customers are loyal. Actual repeat visits are tracked separately where data is available.
Do customers answer the same questions after every visit?
No. Relationship surveys follow the relationship over time; visit feedback focuses on the latest encounter. Frequency should suit the business without asking customers too often.
Can responses be linked to a customer?
Yes, when the customer has approved linking the survey to their customer record, responses can be followed alongside their customer history. Responses without a customer link can also be collected. Customers must be told how responses are used. A general QR code does not automatically identify respondents.
Do I need Flowly to start?
You can begin with RelationRate using a link or QR code. Flowly enables broader follow-up using customer records and available business data.
What does it cost?
Start with a free business profile. Deeper analysis, add-ons and subscriptions are paid after the trial period. You receive details of content, pricing and terms before choosing to continue.
Register interest
Take the next step towards stronger customer relationships.
Tell us about your business and we will contact you with information about getting started.
hello@relationrate.com