Customer Loyalty Statistics

75% of consumers are more likely to purchase from brands whose apps allow them to
Businesses report that 20% to 40% of their live customer service interactions could ea
service functionalities (Gartner)
70% of customers who contact customer service attempt self-service during their reso
contained within self-service (Gartner)
An estimated 80% of customers in the developed world call phone-based interactive v
smartphone (Gartner)
By 2025, it’s predicted that proactive outbound interactions will overtake reactive inbo
By 2025, it’s predicted that 40% of customer service organizations will become profit c
digital customer engagement (Gartner)
By 2025, it’s predicted that 80% of customer service organizations will have abandone
messaging on third-party social platforms (Gartner)
The probability of selling to an existing customer is 60-70%, while the probability of se
20% (Markinblog)
The probability of selling to an existing customer is 3x to 35x higher than selling to a n
44% of companies have a greater focus on acquisition vs. 16% that focus on retention
65% of a company’s business comes from existing customers (Markinblog)
For most industries, the average customer retention rate is below 20% (MixPanel)
Loyal customers spend 67% more than new customers (Markinblog)
Only 40% of companies have an equal focus on acquisition and retention (Markinblog
89% of businesses see customer experience as a key factor in driving customer loyalt
When dealing with customer service: 44% of customers value “get it done right” (effec
“make it painless” (success with a live agent, trust in method, speed, ease of use, con
(friendliness, personalization, creativity, channel choice) (Aspect)
75% of consumers consider voice calls to be an effective form of customer service, 66
for messaging apps like Facebook Messenger (Aspect)
46% of consumers say that the choice to interact using their own contact method of ch
personalized customer service, while 27% said it’s anticipating needs/requests, 15% s
history and 12% said it’s sending targeted/relevant offers (Aspect)
Preference for voice call customer service rebounded by 10% in 2020 to be preferred
34%of customers in 2019 (Aspect)
In 2020, the most preferred method of contacting customer service was via voice call
(14%), text (8%) and messaging app (7%) (Aspect)
64% of customers expect tailored customer engagements based on past interactions
In 2020, 40% of consumers reported having ceased doing business with an organizat
this is down 13% from 2017 (Aspect)
25% of customers have stopped doing business with a cable company because of po
location, 22% with a financial institution, 21% with an online retailer, 20% with a wirele
company (Aspect)
46% of consumers have started doing more business with an online retailer because o
with an in-store retailer, 16% with a travel company (Aspect)
26% of people are willing to pay 5% more for great customer service (Aspect)
27% of people are willing to pay 10% more for exceptional customer service (Aspect)
72% of consumers are likely to rate or review a customer service experience, down 8%
Consumers are 2x more likely to rate or review a good customer service experience o
When asked how important each of these marketing reasons were to them consumer
When asked to define their brand loyalty, consumers overwhelmingly characterized it
by love for the brand (39.5%) and then preferences despite price (37.7%) (Yotpo)
77.84% of consumers said the product inspires their loyalty to a brand, 62.96% said p
22.34% said a loyalty program (Yotpo)
Consumers that are loyal to a brand are more than willing to refer that brand (59%) to
program (59%) and spend more (36%) (Yotpo)
In 2020, 54% of consumers are shopping more cost consciously and are likely to cont
During the pandemic, 29% of shoppers increased purchase of budget brands, 10% in
and 42% decreased purchase of premium brands (Accenture)
Before considering themselves loyal, shoppers need to buy from the same company f
(33%), four times (17%), and two times (12.4%) (Yotpo)
41% of consumers are more likely to do their holiday shopping with brands they love (
15% of consumers are more likely to buy from a brand when shopping for gifts if they
Email marketing platforms are ranked as the most used technology for customer enga
Research)
73% of B2B marketers reported they measure the impact of customer engagement ac
Research)
95% of companies mention they engage with their customers through their website (L
Email is ranked as the most effect channel for engagement and lead nurturing by com
Email is ranked as an effective channel by companies for customer retention and loya
Personalization and relevance are ranked as the most important customer engageme
next five years by companies at 25% (London Research)
95% of companies use a website to engage with customers, 91% use email, 87% use
advertising, 58% use digital display ads, 56% use print media, 49% use direct mail, 31
messaging apps, 27% in-store, 27% outdoor, 23% SMS, 22% using push messages a
Research)
77% of brands could disappear and no one would care (Havas)
One third of those ages 23-38 are quick to drop a brand that doesn’t meet expectation
More than 50% of consumers say their loyalty depends on the brand or product/servic
26% of customers said they tend to feel more loyalty to brands vs. products (InMomen
30% of Millennials say they feel loyal to brands (InMoment)
Brands trending well in customer loyalty include: Airbnb, Netflix, Waze, Lyft and Nike (
4 out of 5 people are more likely to engage with a brand that offers incentives (Loyalty
66% of consumers said owning a company’s stock increases the likelihood of buying p
(Loyalty360)
80% of shoppers said they grew to love a brand over time, 15% experienced love at fi
glowing recommendation from a trusted source (InMoment)
46% of consumers have used social to “call out” brands (Sprout Social)
60% of consumers “call out” brands because of dishonesty, 59% because of bad custo
rudeness in person (Sprout Social)
70% of consumers who call out brands on social media want to raise awareness amo
apology/solution (Sprout Social)
65% of consumers who see a complaint about a brand on social would think twice bef
do their own research first (Sprout Social)
After seeing a negative review online, 44% of consumers said a great response from t
said positive reviews would help (Sprout Social)
39.4% of customers will spend more on a product even if there are cheaper options el
55% of consumers said the dominant loyalty factor was product quality and 25% said
51% of consumers said poor product/quality might lose their loyalty and 23% said poo
64% of consumers said fair pricing motivates them to try a new brand, followed by free
When making purchase decisions, 66% of consumers rely on customer ratings and re
(DXC Technology)
59% of shoppers said useful and relevant search and navigation results were importa
53% of consumers rated quality as the most important factor when making purchases
54% of men and 51% of women ranked quality as the most important factor when ma
36% of Baby Boomers, 36% of Millennials and 41% of Gen X say price is the most im
(First Insight)
19% of millennials in the U.S. describe their purchase tendencies as loyal to specific b
repeatedly (Morning Consult)
48% of millennials in the U.S. usually consider alternatives despite some brand prefer
tendencies and 28% don’t pay attention to brands (Morning Consult)
68% of millennials cited reliability and durability as having the biggest influence on loy
54% of millennials cited high quality given the price as important contributors to brand
When asked to associate a variety of terms with the brands they are loyal to, Millennia
priced given the quality (85%), reliable (81%) and high quality (80%) (Morning Consul
62% of affluent consumers (who make more than $100,000 per year) ranked quality a
making a purchase vs. 49% of those that made less (First Insight)
58% of U.S. consumers said it takes several really bad experiences in order to make t
34% saying it’s more a matter of growing apart as they experienced a gradual decreas
19% of customers said they only give a brand one chance to fail before they leave (In
Nearly 50% of customers say they’ve left a brand to which they were loyal to go to a c
needs (InMoment)
Prices would have to be at least 10% lower to get millennials to switch from one major
52% of millennials said they’d switch from one major retailer to another for discounts o
(Dinesh Gauri)
76% of consumers that have aligned with a brand are likely to change their mind (Adta
30% of US consumers change brand often just for the sake of variety and novelty (GfK
6.5% of millennials considered themselves brand loyal, and those who prefer persona
higher brand loyalty than those who do not (SmarterHO)
54% of U.S. consumers have switched providers in the past year (Accenture)
13% of customers are loyalists, who don’t shop around (McKinsey Research)
29% of customers shop around, but ultimately repurchase from the same brand (McK
58% of customers switch to a different brand (McKinsey Research)
18% of U.S. consumers confirm that their expectations around brand loyalty have com
41% of U.S. consumers are loyal to brands that offer them the opportunity to personal
bespoke to them (Accenture)
51% of U.S. consumers are loyal to brands that interact with them through their prefer
(Accenture)
91% of consumers suggest that omnichannel experiences are either important or critic
companies should be where I want, when I want, ready to share and communicate ho
78% of baby boomers said the frustration from restarting conversations with a brand t
question why they do business with the brand at all (CMO)
81% of U.S. consumers feel loyal to brands that are there when they need them, but o
them alone (Accenture)
85% of U.S. consumers are loyal to brands that safeguard and protect the privacy of t
44% of U.S. consumers are loyal to brands that actively engage them to help design o
(Accenture)
41% of U.S. consumers are loyal to organizations that present them with new experie
77% of consumers crave free products (HelloWorld)
75% of consumers expect discounts/offers (HelloWorld)
74% of consumers will likely switch brands if they find the purchasing process too diffi
32% of consumers stop doing business with a brand they love after only one bad expe
57% of consumers have stopped buying from a company because one of their compe
(iperceptions)
64% of consumers are more likely to recommend a brand to others if it offers a simple
(iperceptions)
Half of experience-driven businesses see increased advocacy as a result of their expe
71% of consumers recommend a product or service because they received a great ex
Experience-driven businesses report between 1.6x-1.9x higher YoY growth in custome
average order value and customer lifetime value than other companies (iperceptions)
Automatic, location-based offers when inside a store improved the experience for 83%
tried this functionality (Bond)
Instantly redeeming points for purchases at other merchants improved the experience
(Bond)
Using Augment Reality to engage with a program improved the experience for 63% of
Among those using card-on-file, 85% of loyalty program members say their experienc
33% of U.S. consumers are loyal to brands that engage them in “multi-sensory” exper
virtual reality or augmented reality (Accenture)
23% of U.S. consumers are loyal to brands that partner with celebrities (Accenture)
42% of U.S. consumers are loyal to brands that their family and friends do business w
53% of consumers said they would be more likely to consider brands that are transpa
purchase, while a lack of transparency might lead 86% to purchase from a competitor
When brands develop a history of transparency, about 90% of consumers said they ar
chance after a bad experience, and 85% say they will stick with brands during a crisis
(Sprout Social)
One-third of consumers would purchase more from brands if their CEO demonstrates
said CEOs with their own profiles are better representations of companies (Sprout So
66% of consumers agree that COVID-19 has strengthened the need for greater busin
environmental outcomes (Accenture)
50% of Americans strongly agree that companies need to have a core set of values an
model, and 42% strongly agree that companies have the power to influence social cha
33% of Americans say it is very appropriate for companies to take a stance or act on p
Group)
37% of consumers plan to spend more on American-made products in the 2020 holida
previous year (Adage)
66% of consumers agree that COVID-19 has strengthened the need for greater busin
environmental outcomes (Accenture)
54% of teenagers age 16-19 say they have deliberately purchased or stopped using a
(MediaCom)
63% of teens are more likely to purchase from brands that support causes or charities
Teens are more likely than adults (57% vs. 49%) to pay more for brands that support t
them (MediaCom)
81% of teens cited quality and 80% cited value as the most important factors for purch
Secondary factors teens cited for purchase were whether brands ethically make their
(42%) and are environmentally friendly (34%) (MediaCom)
37% of U.S. consumers show loyalty to brands that actively support shared causes, s
(Accenture)
Two-thirds of consumers think it’s important for brands to take a public stance on socia
Two-thirds of Gen Z consumers said their impression of a brand is positively impacted
and 58% report such an association could spur a purchase (DoSomething Strategic)
39% of consumers said one day or less is the maximum amount of time it should take
receive it, 24% said 3 days or less, 22% said 1 week or less, 9% said 2 weeks or less
weeks or less and 2% said longer than 1 month is okay (Wirecard)
Consumers’ top frustrations with the rewards experience include: long wait for reward
redemption process (34%), and tracking points (27%) (Wirecard)
70% of consumers currently manage their rewards/incentive programs with a mobile a
25% with a web app, and 13% with a mobile wallet (Wirecard)
75% of customers said they were likely to make another purchase after receiving an in
After receiving a reward, consumers are likely to perform the following actions: over 7
discuss their experience with others, over 35% leave a positive review, and over 15%
(Wirecard)
How consumers engage with brands after a positive rewards experience: Almost 70%
40% follow them on social media, about 35% view brand content, over 30% subscribe
attend the brand’s events (Wirecard)
51% of U.S. consumers are loyal to brands that keep them on the cutting edge by con
services (Accenture)
26% of U.S. consumers think brands should do everything possible to earn their loyalt
55% of U.S. consumers express loyalty by recommending the brands and companies
43% of U.S. consumers spend more with the brands and companies they are loyal to
23% of U.S. consumers feel loyal to organizations that partner with social influencers
40% of consumers chose “satisfaction” to describe their experience with brands to wh
Brands with a high sense of purpose have experienced a brand valuation increase of
to the median growth rate of 86% (Kantar)
87% of retailers say taking a stand on social issues is worth the risk and 83% believe
their bottom line (RetailMeNot)
61% of consumers will recommend brands that align with their social values (RetailMe
The top mobile tactic that marketers plan to implement in 2019 is providing offers and
boost sales (RetailMeNot)
63% of global consumers prefer to purchase products and services from companies th
own values and beliefs, and will avoid companies that don’t (Accenture)
62% of consumers want companies to take a stand on the social, cultural, environmen
the most (Accenture)
65% of consumers based purchased decisions on the words, values and actions of co
Consumers are drawn to brands that are committed to using good quality ingredients
are focused on reducing plastics and improving the environment (62%) (Accenture)
A company’s ethical values and authenticity influences purchase consideration for 62%
transparency in how companies highlight issues like sourcing products, ensuring safe
policies on animal testing (Accenture)
36% of consumers are disappointed by how a company acted, which betrayed their be
(Accenture)
47% of consumers stopped doing business with a company in response to a moment
Brands seen as meaningful and viewed as making the world a better place have seen
see a 24-point greater purchase intent (Havas)
 Solving a problem or question (45%)
Recommending products based on needs (27%)
Keeping customers up-to-date on the latest news and products (23%)
Welcoming customers when they visit (20%)
Engaging customers on social media (9%) (HelloWorld)
82% of consumers with high emotional engagement would always buy the brand they
decisions vs 38% of consumers with low emotional engagement (Capgemini)
A strong emotional engagement with the consumer could help boost annual revenues
81% of emotionally connected consumers will not only promote the brand among their
spend more (Capgemini)
70% of consumers with a high emotional engagement spend up to twice as much (Ca
86% of emotionally engaged consumers want brands to be engaged and reciprocate t
(Capgemini)
81% of emotionally engaged consumers enjoy giving back to a brand (Capgemini)
63% of Gen Z and Millennials agree they have many choices of where to shop, so a b
their business (Alliance Data)
76% of Gen Z and Millennials only give brands two to three chances before they stop
55% of older millennials said they rarely purchase something different if they like a bra
and 51% of Gen Z said the same thing (Alliance Data)
57% of Centennials say quality drives their loyalty to a brand more than any other fact
10% higher than any other generation (Yes Lifecycle Marketing)
69% of millennials (ages 18-34) indicate they always or often choose the same brand
of Gen-Xers (ages 35-54) and 56% of Boomers (ages 55+) (TD Bank)
Millennials are more likely than any other generation to say their loyalty to a brand has
(70%) (Yes Lifecycle Marketing)
Millennials are more likely than other generations to remain loyal to a brand because o
company reputation or philosophy (15%) (Yes Lifecycle Marketing)
15% of Millennials say points influenced their most recent purchase (Yes Lifecycle Ma
85% of Gen X consumers report that discounts influenced their last purchase (Yes Life
Baby boomers led the generations when it comes to factors that drive brand loyalty: P
Product Variety (21%) (Yes Lifecycle Marketing)
54% of consumers defined brand loyalty as a positive attitude between brand and cus
20% of consumers defined brand loyalty as repeatedly buying from the same brand (R
15% of consumers defined brand loyalty as a strong feeling of allegiance (Rare)
11% of consumers defined brand loyalty as convincing customers to love your brand o
77% of consumers and 60% of millennials say they’ve held relationships with specific
61% of loyal customers go out of their way to buy from specific brands and 60% will m
millennials) and 50% will purchase more products (InMoment)
75% of loyal customers will recommend a brand to friends and family (InMoment)
Consumer expectations for trust increased across all product and service categories a
year-over-year (Brand Keys)
42% of consumers distrust brands (Trinity Mirror)
37% of consumers trust brands less than they used to, compared to only 7% who trus
Mirror)
58% of adults don’t trust a brand until they have seen real world proof (Trinity Mirror)
91% of consumers would reward a brand for its authenticity, and 62% said they would
they deem to be authentic or express greater interest in buying from that brand in the
90% of customers who feel high levels of trust and loyalty are significantly more likely
both and detailed commentary exceeding 70% about their experiences (InMoment)
30% of customers who feel high levels of trust and loyalty are willing to hand over per
25% of Millennials are fully engaged customers (Gallup)
44% of millennial parents claim to only shop brands and retailers that reflect their soci
as likely as other parents (23%) and three times as likely as millennial non-parents (15
61% of millennial parents will shop somewhere else if they become dissatisfied compa
(NRF)
54% of millennial parents identify as very loyal to the brands and retailers they shop c
31% of millennial non-parents (NRF)
64% of millennial parents are more likely than other parents (54%) and millennial non-
brand or retailer they are loyal to before looking elsewhere (NRF)
52% of millennial parents are more likely than other parents (53%) and young non-par
retailer they are loyal to even if there is a more convenient option at their disposal (NR
49% of millennial parents will choose to buy from a brand or retailer they’re loyal to ev
a rate that compares favorably to other parents (30%) and millennial non-parents (19%
46% of millennial parents are loyal to at least 5 brands and 32% of millennial non-pare
(NRF)
Twice as many Millennials as Baby Boomers indicated they’d search for and even pur
the time or more after learning there was no physical location near them (Euclid)
21% of Baby Boomers and 29% of Gen X indicated they’d search for and even purcha
learning there was no physical location near them (Euclid)
Nearly 20% of shoppers would switch allegiance to a similar retailer with a physical lo
would choose to shop at the retailer’s e-Commerce site or travel to the next-nearest lo
41% of millennial shoppers would search for or purchase a retailer’s products online 7
50% of U.S. consumers said they switched companies they buy from this year becaus
(Accenture)
47% of consumers will abandon a brand if it repeatedly provides “poor, impersonal or
(CMO Council)
52% of consumers said exceptional customer experiences include a fast response tim
Council)
32% of contact center employees believe that customer problems will only become inc
years, and 45% worry customers will expect even more from companies (Calabrio)
47% of consumers said a great customer experience includes instant access to knowl
Council)
74% of consumers think knowledgeable in-store staff is important to their brand exper
Eight out of Ten consumers are willing to pay more for better customer experience (Ca
47% of millennial women know their favorite brand’s origin story, 41% know who found
founder or someone affiliated with their top brands on social media (Merkle and Levo)
76% of savvy millennial and gen x shoppers say an offer or discount is the largest fact
(RetailMeNot)
42% of U.S. consumers said they visit stores because of in-store offers (Criteo)
26% of U.S. shoppers said they visited a store after receiving an online offer that was
73% of shoppers are open to taking a chance on companies they’ve heard positive th
93% of U.S. shoppers cite discounts and offers as important factors when deciding wh
or brand (Criteo)
60% of U.S. shoppers say they always take and use in-store coupons when they’re av
51% of U.S. shoppers often search for coupons online before making an online purch
53% of U.S. shoppers clip coupons at home and use them in-store (Criteo)
45% of U.S. shoppers print out coupons from the internet and use them in-store (Crite
49% of consumers say their purchasing decisions are influenced by friends’ social me
they follow on social media (30%) (Adtaxi)
59% of consumers have at least considered purchasing a product after seeing a post
53% of consumers always look for sales or promos before buying online, nearly 70%
without first searching for a deal and 88% will try a new retailer or brand because they
57% of millennial women say that their purchase decisions are driven by a brand’s va
important to them (Merkle and Levo)
Comments, customer ratings and reviews influence purchase decision for 84% of mille
brand based on recommendations from an influencer (Merkle and Levo)
81% of millennial women think brands are designing products with their needs in mind
respond to their needs (Merkle and Levo)
The top 60% of millennial women spenders are 19% more likely to spend during a spe
more than other segments of the U.S. population with the same spend rankings (Merk
56% of consumers value personalized offers in the retail shopping experience (Oracle
16% of European consumers and 22% of global consumers agreed that the offers the
personalized or always relevant (Oracle)
47% of global consumers indicated it would be awesome to receive real-time offers ba
online (Oracle)
75% of consumers believe that personalized offers from retailers are different than rel
67% of savvy millennial and gen x shoppers reported they would give retailers and bra
themselves to gain access to a more personalized shopping experience, and 53% adm
loyalty (RetailMeNot)
67% of savvy millennial and gen x shoppers say they enjoy personalized email remind
highlight previously viewed products, and may also contain personalized offers (Retai
There was $756 billion this past year in lost retail and brand sales in the U.S. alone, a
It takes 12 positive customer experiences to negate the poor impression left behind fro
Intelligence)
Once a provider loses a customer, 68% of consumers will not go back (Accenture)
80% of switchers feel the company could have done something to retain them (Accen
83% of consumers who switched providers say if companies could provide better live
impacted their decision to switch providers (Accenture)
Experiences that are most likely to motivate in-store buyers worldwide to return to the
as advertised (48%) and receiving promotions relevant to me, based on my shopping
Retail RNG)
57% of consumers listed “having a negative review unaddressed while continuing to r
top reason they would break up with a brand (Talend)
24 percent of consumers have either stopped doing business or done less business w
breached (Privitar)
42 percent of consumers wouldn’t share sensitive data (e.g. name, address, email add
information, health information, banking information, social security number) with a bu
When it comes to brand loyalty, 40% of consumers think a brand’s trustworthiness is m
brand’s commitment to protecting their data and 30% believe customer service matter
53% of consumers listed a company falling victim to a data breach as a reason for bre
83% of consumers will stop spending with a business for several months in the immed
hack, and 21% will never return to a brand or business post- breach (PCI Pal)
42% of consumers listed not providing live/real-time customer service support as a rea
(Talend)
74% of consumers said they are more loyal to a business that provides them with the
that only support customer service through digital or self-service channels (Calabrio)
43% of consumers would think about taking their business to a competitor if they were
human (Calabrio)
56% of high-income consumers feel less loyal to brands now than they previously did
62% of high-income consumers said that feeling like they had a personal relationship
35% of business leaders believe their organization loses customers all the time or reg
33% of customers strongly agree customer service quality is a major determining facto
neutral and 2% disagree (Loyalty360)
65% of consumers said the quality of customer service is a factor when deciding wher
67% of consumers said good customer service encourages them to stay longer and/o
57% of people would pay more for an item or service if they know they will receive goo
73% of consumers said receiving good customer service from a retailer increases the
than they had planned (ICSC)
Nearly 60% of consumers are more satisfied with customer service in-store than onlin
62% of consumers ranked friendly and/or knowledgeable employees as the most impo
service, followed by the ability to easily find items (59%) and speed and ease of check
55% of consumers believe the most important aspect of online customer service is sp
followed by the ability to easily find items (49%) and flexibility of return/exchange polic
47% of customers would take their business to a competitor within a day of experienc
79% of customers would take their business to a competitor within a week of experien
50% of millennials said that positive customer service interactions with a brand are ve
brand loyalty (Morning Consult)
74% of millennials said that poor customer service would make them less likely to pur
loyal to (Morning Consult)
37% of consumers who ended a business relationship did so because they were frust
A third of consumers are disappointed with a brand because of perceived lack of atten
distrustful (Episerver)
24% of employers that have increased educational requirements for their workforce ha
loyalty (CareerBuilder)
Experiences that would make customers take their business elsewhere include unfrien
of knowledge (46%) (PwC)
50% of consumers said they were willing to give a retailer a second and third chance,
only after the same mistake was made more than twice (SAP Hybris)
55% of millennials say that some type of reward card would keep them most engaged
(Hawk Incentives)
82% of millennials would be interested in redeeming loyalty points for a gift card or pre
65% of millennials say they prefer digital rewards versus 45% of boomers (Hawk Ince
81% of Americans say businesses are meeting or exceeding their customer service ex
40% of Americans say they feel businesses are increasing their focus and attention on
Consumers spend up to 17% more with companies with excellent service (American E
Millennials were willing to spend up to 21% more with companies for great service (Am
84% of Millennials say businesses are meeting or exceeding expectations (American
74% of Millennials would switch to a different retailer if they had poor customer service
86% of Gen Xers and 85% of Baby Boomers would switch retailers immediately if cus
58% of Millennials say they will buy the same brand of products no matter what (ICSC
80% of executives feel their brand understands the needs and desires of their consum
(Capgemini)
36% of millennials and 29% of gen Z often use coupons (Numerator)
Discounts and coupons came in as the top-ranking tactic for driving loyalty with 61% o
(Expedia Affiliate Network)
55% of consumers said they use both digital and paper coupons (Inmar)
53% of consumers expressed a desire for all coupons to be digital (Inmar)
63% of consumers would increase the amount of coupons used while shopping if the
53.2% of adults will use digital coupons this year, an increase of 3.3% over 2017 (Inm
82% of consumers who rely on digital coupons while shopping redeem the offer within
More women than men would feel excited (51% vs. 42%) or special (40% vs. 31%) if t
(Kelton)
58% of consumers who would use an exclusive offer say it would increase their likelih
would speed up a purchasing decision and 40% said it would increase how much they
Fewer millennials (24%) than Gen Xers (31%) or Boomers (33%) would save an exclu
(Kelton)
How consumers would use an exclusive offer provided to them by a brand: make a pu
more likely to seek out something to buy in order to use the offer (41%), treat themsel
need (38%), more likely to purchase more items than normal (37%), save the offer to
(30%), purchase a more expensive product than intended (28%) and spend more than
82% of Americans say being provided an exclusive offer would increase how often the
91% of Americans would share an exclusive offer with their friends and family (Kelton
Offers consumers are most interested in using are: one-time 25% off your purchase (3
free shipping (20%), free gift ($5 value) for coming into their store (10%), early access
(4%) and personal shopper ($%) (Kelton)
More Boomers (44%) and Gen Xers (34%) than millennials (18%) say their top choice
a one-time purchase (Kelton)
More Millennials than Gen Xers (24% vs. 17%) would choose free shipping as their to
40% of consumers would prefer to opt-in to a promotion or exclusive offer than have b
provide on social media (13%) or their activity on a brand’s website (17%) to determin
(Kelton)
More women than men (44% vs. 35%) would most prefer to be identified for an exclus
form on a brand’s website (Kelton)
92% of Americans would be concerned with some part of the process around being ve
83% of Americans have concerns with the types of data that would be collected for eli
87% of consumers would request brands remove their personal information if given th
Concerns Americans have about being verified for an exclusive offer: Sharing persona
might gain access to personal information (59%), brands using/sharing personal infor
measures taken by those verifying personal information to make sure it remains safe (
personal information for the exclusive offer (41%) (Kelton)
How willing Americans would be to share the following pieces of personal information
address (37%), full name (36%), date of birth (27%), physical address (24%), phone n
social security number (7%) (Kelton)
Fewer boomers than millennials are extremely willing to share their social security info
information (3% vs. 14%), or mobile phone number (12% vs. 27%) to be verified for an
63% of Americans say knowing a brand wouldn’t share the personal information need
extremely important to them (Kelton)
57% of Americans would rather be verified for an exclusive offer by an independent th
service representative (Kelton)
Tactics consumers use to wrongfully redeem an exclusive offer: used a code/link to an
(49%), used someone else’s information that would apply (25%), used someone else’
else’s name (21%), said they belonged to an organization they didn’t (20%), gave a fa
said they were employed somewhere they were not (17%) (Kelton)
35% of consumers who have redeemed an exclusive offer admit they’ve done so whe
(Kelton)
Millennials are twice as likely as Gen X (48% vs. 23%) to have wrongfully redeemed a
and nearly seven times as likely as boomers (7%) (Kelton)
19% of Americans say knowing a brand allowed customers to wrongfully use exclusiv
they interacted with the brand (Kelton)
More men than women (30% vs. 13%) who say wrongful redemption would negatively
Loyalty Program/ Loyalty Marketing Statistics
68% of consumers agree that their loyalty is more difficult to than ever before (Clarus
81% of traditional loyalty program members would join a premium loyalty program at t
benefits were valuable (Clarus Commerce)
79% of consumers say they don’t want to accumulate points anymore, but that loyalty
benefits to maintain their loyalty (Clarus Commerce)
90% of consumers would likely choose a retailer where they hold a premium loyalty m
a lower price (Clarus Commerce)
95% of businesses with traditional loyalty programs have discussed launching a prem
Commerce)
90% of businesses say enhancing or expanding their loyalty programs is a priority in 2
78% of marketing and loyalty professionals anticipate an increase in the number of pr
19 (Clarus Commerce)
57% of marketing and loyalty professionals report lack of budget, internal resources o
launching loyalty programs (Clarus Commerce)
51% of businesses with premium loyalty programs consider program members to be a
(Clarus Commerce)
41% of retailers say loyalty program members receive benefits in the first month (Clar
65% of retailers say their premium loyalty program members receive benefits at least
(Clarus Commerce)
86% of retailers who deliver benefits to loyalty program members within the first week
per week, compared to 63% of retailers who offer benefits within the first month (Claru
62% of retailers who deliver loyalty program benefits in the first week of membership e
months, compared to only 21% of retailers who deliver benefits within the first month (
Only 7% of retailers offer holiday discounts as part of their program while 73% of mille
solely to use discounts during the holiday shopping season (Clarus Commerce)
37% of retailers report that competing priorities is the biggest barrier to launching a loy
27% of retailers who offer a loyalty program through a vendor say they have updated
compared to only 8% of those who manage loyalty programs in-house (Clarus Comm
44% of retailers who use a vendor report loyalty members shop with them at least one
retailers who manage their loyalty program in-house (Clarus Commerce)
51% of retailers who use a loyalty program vendor report ROI within the first 6 months
manage their loyalty program in-house (Clarus Commerce)
Consumers are motivated to join a premium loyalty program by these perks: free ship
The percent of consumers who belong to any premium loyalty program: 70% of Gen Z
57% of baby boomers, 74% of consumers over the age of 74 (Clarus Commerce)
75% of current premium loyalty members are likely to join an additional premium mem
definitely join (Clarus Commerce)
The top categories for which consumers will pay for a premium loyalty membership in
accessories (49%), health & beauty (36%), gas (35%) and travel & hospitality (29%) (
88% of premium loyalty members say they are likely to recommend a retailer with valu
member or friend (Clarus Commerce)
In 2021, 67% of premium loyalty members shopped at their favorite retailers at least o
(Clarus Commerce)
In 2021, 72% of consumers expect to see benefits of a premium loyalty membership w
compared to 70% in 2020 (Clarus Commerce)
40% of consumers belong to 3-4 traditional (free) loyalty programs, 28% belong to 1-2
(Clarus Commerce)
81% of consumers say they are likely to pay to join a retailer’s premium loyalty progra
traditional program, this is up from 67% in 2020 (Clarus Commerce)
The top 3 reasons for not belonging to a premium loyalty program include: I don’t see
(37%), I would, but the retailers I shop with don’t offer them (30%) (Clarus Commerce
Mobile searches for “rewards app” have grown by over 90% in the past two years (Go
65% of customers say they enjoy loyalty programs (Criteo)
52% of customers say that loyalty programs are one key reason they choose specific
41% of customers say loyalty programs make them feel like part of an exclusive group
82% of Gen K, 85% of Millennials, 84% of Gen X and 80% of baby boomers say the lo
experience of the brand (Rare)
45% of Gen K, 66% of Millennials, 86% of Gen X and 81% of Baby Boomers say the l
(Rare)
84% of Gen K, 49% of Millennials, 85% of Gen X and 70% of Baby Boomers say the l
keep shopping with this brand (Rare)
80% of Gen K, 43% of Millennials, 76% of Gen X and 53% of Baby Boomers say the l
with which they buy from the brand (Rare)
People belong on average to 14.8 loyalty program memberships, but are only active in
57% of 25-34 year olds, 43% of those ages 18-24, 66% of 35-44 year olds, 71% of 55
older participated in at least one loyalty program (YouGov)
68% of females and 59% of males participated in at least one loyalty program (YouGo
73% of consumers are more likely to recommend brands with good loyalty programs (
79% of consumers say that loyalty programs make them more likely to continue doing
The top two reasons consumers across all generations are loyal to their favorite brand
(CrowdTwist)
71% of Gen X, 70% of Millennials, 63% of Baby Boomers and 62% of Gen Z said a lo
69% of C-suite executives reported their loyalty investments have grown in the past tw
investments will continue to grow in the next two years (LoyaltyOne)
Reasons why companies increased loyalty investment in the past two years:
Program membership showed growth (42%)
In order to make technical improvements (36%)
Strong program performance supported case for increased investment (35%)
Leadership placing more strategic importance on loyalty programs/strong perform
To increase acquisition efforts through loyalty programs/new competitors in marke
Need to increase value provided to loyalty members (30%)(LoyaltyOne)
87% of companies are primarily using Loyalty data to optimize member experience, 6
and 48% for marketing (LoyaltyOne)
61% of companies use loyalty data across at least three different departments in their
2% of practitioners reported that loyalty data is only used by traditional departments lik
(LoyaltyOne)
On average, loyalty program members contribute 43% of companies’ annual sales (Lo
95% of companies reported that their loyalty program members spend more than their
60% of companies report loyalty customers spend 2-3X more (LoyaltyOne)
23% of companies report loyalty customers are spending 4x or more (LoyaltyOne)
Most companies are spending upwards of 4% of total revenues to activate customers
personalized offers and extensions (LoyaltyOne)
88% of practitioners believe their leaders view loyalty program strategy as an importan
strategy (LoyaltyOne)
79% of top loyalty programs globally have a digital component (LoyaltyOne)
70% of practitioners say members interact with their program via a website, followed c
69% of programs still offer a physical card, and 31% are digital only (LoyaltyOne)
18% of members say digital experience plays a role in program preference (LoyaltyOn
45% of ages 18-34, 35% of ages 35-54, and 16% of ages 55+ prefer using a mobile a
(LoyaltyOne)
56% of members prefer one loyalty program over another because it is easy to use, 5
relevant, and 43% because the program is trustworthy (LoyaltyOne)
76% of members do not currently pay a fee for the loyalty programs in which they part
64% of members would be willing to pay a fee if they received additional benefits like
expedited free shipping (LoyaltyOne)
92% of practitioners believe their members are very or somewhat satisfied with their lo
customer feel the same way (LoyaltyOne)
Members think loyalty programs have a 57% impact on how often they shop with a bra
Members think their loyalty programs increase the amount they spend by 54% vs. ope
Members think programs increase the number of items they purchase by 50% vs. ope
Members believe loyalty programs impact their decision to spend with one brand over
53% of Americans participate in a loyalty program because of ease of use (Colloquy)
The main reasons people participate in loyalty programs include: receive discounts/off
access to exclusive rewards (10%), and members-only benefits (9%) (HelloWorld)
5% of consumers sign up for loyalty programs to stay connected to a brand they love
Loyalty members don’t like: when it takes too long to earn a reward (54%), when it’s to
receiving too many communications (36%), rewards that aren’t valuable (32%), and w
information (29%) (HelloWorld)
52.3% of customers will join a loyalty or VIP program (Yotpo)
Over 70% of Millennials and Pre-millennials were members of loyalty programs vs. les
(Oracle)
Millennials are members in an average of 6.5 loyalty programs, higher than the overal
Incentives)
Millennials report being active in 4.2 loyalty programs, also more than the 3.9 program
were active (Hawk Incentives)
36% of Gen Z above age 18 and 22% of Millennials participate in one or zero loyalty p
82% of Gen X is active in at least one loyalty program (CrowdTwist)
77% of Gen X loyalty program members redeem rewards at least once a quarter (Cro
35% of those born in 1945 or earlier said they don’t participate in any loyalty program
75% of consumers actively earn and redeem rewards in just three or fewer programs
28% of millennials consider convenience when deciding whether to join a loyalty prog
48% of Gen X prefers loyalty programs that send fewer emails (Kobie)
72% of Baby Boomers rated swipe card-based loyalty programs among their top prefe
86% of shoppers said they’ve joined a loyalty program to collect points for rewards (K
75% of consumers would engage more with loyalty programs that make rewards infor
65% of consumers actively engage with fewer than half their loyalty programs and 41%
(CodeBroker)
88% of consumers max out at 5 loyalty programs (CodeBroker)
45% of Millennials don’t join a loyalty program because it requires too many purchase
58% of consumers currently belong to a premium program while 65% of those who be
join additional programs in the next year (Clarus Commerce)
31% of consumers say they have yet to join a paid loyalty program because the retaile
(Clarus Commerce)
87% of consumers who are satisfied with the special benefits offered by a retailer’s pa
retailer over a competitor that is offering a lower price (Clarus Commerce)
84% of consumers are likely to recommend a retailer to friends or family when the reta
benefits that are valuable (Clarus Commerce)
15% of consumers use 100% of their free programs on a monthly basis vs. 29% of pa
18% of consumers use 75% of their free programs on a monthly basis vs. 14% of paid
31% of consumers use 50% of their free programs on a monthly basis vs. 24% of paid
54% of consumers would be willing to join a paid loyalty program for grocery, gas (40%
clothes/accessories (34%), health & beauty (30%), travel & hospitality (24%) and furn
20% of consumers say they wouldn’t pay for loyalty in any industry (Clarus Commerce
45% of consumers are willing to pay less than $50 a year for premium loyalty, and 23%
Commerce)
71% of millennials say their loyalty is more difficult for a retailer to maintain than ever
(Clarus Commerce)
80% of millennials say they would be willing to join a paid loyalty program if their favor
benefits were valuable vs. 68% of non-millennials (Clarus Commerce)
50% of millennials expect to receive benefits from premium programs every few days
Commerce)
41% of millennials use premium loyalty benefits at least every few days vs. 24% of no
29% of millennials would definitely join another premium loyalty program if the benefit
millennials (Clarus Commerce)
90% of millennials would choose retailers with premium programs they belong to over
millennials (Clarus Commerce)
52% of Gen Z and younger Millennials are willing to pay a fee to receive enhanced be
with 43% of consumers in general) (Bond Brand Loyalty)
39% of Millennials don’t join a loyalty program because they would have to pay some
34% of Millennials don’t join a loyalty program because the enrollment process is too
11% of millennials actively engage with all the loyalty programs to which they are mem
U.S. consumers hold 3.8 billion memberships in customer loyalty programs (Colloquy)
79% of consumers look for deals in loyalty and reward programs before making a purc
26% of consumers look for deals in loyalty and reward programs while shopping (Haw
74% of consumers choose a store based on a strong loyalty or discount program (IRI)
72% of Gen Z and Gen X, 68% of Millennials, 56% of Baby Boomers and 42% of thos
be persuaded to choose one brand over another due to the presence of a loyalty prog
79% of both Millennials and Gen Xers want a strong loyalty or discount program, while
seniors feel the same (IRI)
39% of U.S. consumers participate in a loyalty program because they give great disco
37% of U.S. consumers participate in a loyalty program because they are easy to und
54% of loyalty memberships are inactive (Capgemini)
28% of consumers are abandoning loyalty programs without redeeming any points (C
70% of consumers abandon loyalty rewards because it takes more than six months to
rewards (Maritz)
18% of U.S. internet users said they don’t know how many loyalty points they have for
said they weren’t sure (3Cinteractive)
Roughly 40% of consumers would visit or purchase from a store more often if they did
many points they have, and 53% said they would consider doing so (3Cinteractive)
Grocery program memberships dropped 24% to 142 million vs 188 million in 2015 (Co
Memberships in the financial sector rose to 664 million vs 578 million in 2015 (Colloqu
The travel and hospitality sector, covering airline and hotel programs, restaurant, car r
accounts for 1.1 billion memberships (Colloquy)
The other/emerging loyalty sector, covering online-only offerings, entertainment, daily
linked offers, accounts for 12% of the U.S. loyalty market with 462 million membership
54% of U.S. loyalty program members said it’s frustrating when programs can’t be eas
an app download is required (CodeBroker)
More than 50% of loyalty program members agreed that without easily accessible pro
expire because members aren’t aware they’ve accrued (CodeBroker)
37% of loyalty program members prefer accessing loyalty program information via a p
mobile app, 19% prefer desktop/laptop via website, 14% smartphone via digital wallet
(CodeBroker)
27% of Gen Z and younger Millennials save their card in their smartphone’s digital wa
make purchases (Bond Brand Loyalty)
15% of loyalty program members favor loyalty program alerts, such as expiring reward
and 32% text message notifications (CodeBroker)
78% of consumers prefer to access rewards and incentives online and want them imm
their rewards and incentives by mail (Virtual Incentives)
65% of consumers view incentives and rewards as bonus money and don’t consider t
though 62% spend rewards on everyday purchases (Virtual Incentives)
75% of consumers say they favor companies that offer rewards (Virtual Incentives)
Consumers are most interested in exchanging their data for automatic credits for coup
access to exclusive deals (60%), followed by the ability to gain points and rewards (56
interest them (53%) (Accenture)
78% of loyalty programs offer experiential rewards compared to 61% last year (Gartne
Nearly all loyalty programs offer monetary benefits, ranging from product discounts to
Free standard shipping is a growing monetary loyalty benefit, with 49% of retailers offe
Adoption of loyalty programs grew 13% over last year, specifically across the activewe
sectors (Gartner)
61% of consumers say they want loyalty program points and rewards in return for pers
and other special offers (Retail Dive)
65% of men who are willing to share their data say they want to get loyalty program po
want discounts and special offers (Retail Dive)
90% of consumers are okay with brands knowing more about them if it helps deliver a
shopping experience (Episerver)
91% of consumers said they would be more likely to shop with brands who recognize
recommendations, and 83% are willing to share their data to make this work (Accentu
66% of women who are willing to share their data want discounts while 59% say they
About two-thirds of Gen Zers are reluctant to join loyalty programs for a variety of reas
the programs require too many purchases to earn rewards or to redeem points (Kobie
33% of Gen Zers don’t want to pay a fee to join a program, 28% say the enrollment pr
any benefit from joining (Kobie)
28% of Gen Z is reluctant to join loyalty programs because they don’t want to give up
43% of shoppers say physical cards are the biggest obstacle to claiming rewards, and
card is most annoying (CodeBroker)
28% of shoppers say they forget to bring paper rewards certificates to redeem (CodeB
15% of shoppers say linking a card online is the biggest hassle of loyalty programs (C
62% of shoppers surveyed cited inconvenience as their top reason for not signing up f
(3Cinteractive)
70% of shoppers say they would us a mobile version of their loyalty cards if they didn’
download an app (CodeBroker)
71% of shoppers say they would be more likely to use their loyalty cards if they could
their mobile phone (CodeBroker)
62% of U.S. mobile shoppers report increased store visits as a direct result of interact
(3Cinteractive)
Of the brands that have not launched a mobile component to their loyalty program, 81
support as their main obstacles to mobile loyalty implementation (3Cinteractive)
43% of shoppers say rewards expire before they can be redeemed (CodeBroker)
57% of members do not know their points balance, and 38% are unaware of their poin
21% of U.S. internet users wanted texts from loyalty programs (3Cinteractive)
21% of U.S. internet users said they prefer to get loyalty communications via push not
18% of U.S. internet users prefer to get loyalty communications via mobile wallets (3C
35% of brands said Artificial Intelligence/Chatbot Integration was the next big opportun
(3Cinteractive)
87% of large companies stated customer experience efforts had a positive business im
Active engagement rates for loyalty programs have remained flat in the past four year
61% of shoppers reported that user-generated content encourages them to engage w
87% of digital natives want omnichannel loyalty programs from retailers, restaurants, a
70% of brands with a loyalty program don’t let the customer choose their preferred rew
40% of millennials want to track/redeem rewards on an app (Software Advice)
37% of millennials prefer receiving discounts for their loyalty program reward (softwar
Millennials are most incentivized to join a loyalty program based on how quickly rewar
rewards available (38%) (Software Advice)
50% of millennials stated they quit a program because rewards took too long to accru
40% of millennials prefer to use an app to identify themselves as loyalty members (So
23% of shoppers use mobile access to loyalty/rewards programs (PWC)
71% of consumers who are members of loyalty programs say membership is a meani
69% of loyalty program members said it would be appealing to have the ability to use
once you accumulate required points (Bond)
67% of loyalty program members said it would be appealing to have the ability to use
you intend to make (Bond)
27% of loyalty program members say they have a consistent experience across each
(Bond)
67% of consumers would modify the brands/companies they purchase from in order to
3 billion loyalty cards will operate as mobile-only or be integrated into mobile apps by
(Juniper)
70% of consumers would have a more positive opinion of a brand that allowed them to
smartphone (Vibes)
22% of loyalty program members strongly agree that program representatives consist
only 21% strongly agree that these same people improve their understanding of the p
Loyalty programs that establish positive emotional connections with members see 27%
their spend with the brand (Bond)
66% of consumers modify their brand spend to maximize loyalty benefits (Bond)
50% of consumers have quit a loyalty program (500friends)
64% of all consumers still find it appealing to earn points for purchases (HelloWorld)
75% of consumers indicated they want to be rewarded for things like watching a brand
75% of consumers want to be rewarded for engagement beyond purchase (HelloWorl
40% of Millennials approve of loyalty programs that are fun and interactive (HelloWorl
81% of Millennials favor loyalty programs that do more than offer rewards for purchase
60% of loyalty program members are interested in partnerships (Bond)
70% of consumers overwhelmingly like the idea of programs partnering with other bra
points (HelloWorld)
60% of loyalty program members expressed interest in partnerships introduced to the
Brand Loyalty)
27% of loyalty program members say their program has a partnership, and 75% find t
Loyalty)
About 50% of all millennials say limited time offers are very enticing and something th
Cola)
55% of Millennials and 38% of Gen-Xers express a preference for surprise and deligh
(HelloWorld)
40% of Millennials believe loyalty programs should offer interactive games (HelloWorld
53% of all consumers said it takes too long to earn a reward (HelloWorld)
77% of consumers believe that a loyalty program should offer personalized rewards (H
72% of consumers believe a loyalty program should recognize them when they make
When it comes to loyalty programs, 82% of consumers prefer discounts and offers, 77
(HelloWorld)
44% of loyalty program members indicate they are very satisfied with the program, do
Four out of five top drivers of member satisfaction and engagement are related to the
Top five drivers of member satisfaction are: meets needs, enjoy participating, makes b
brand expectations, and rewards/benefits are appealing (Bond)
Loyalty member satisfaction is highest in the category sectors of credit cards, gas/con
Loyalty)
Some of the top loyalty programs based on overall member satisfaction over last year
Mileage Plan, Nordstrom Nordy Club, Hilton Honors and Domino’s Piece of the Pie Re
Loyalty member satisfaction is lowest in the category sectors of retail apparel, car rent
Effective brand representatives drive 3.9X higher member satisfaction (Bond)
Loyalty program member satisfaction remains steady year over year at about 46% (Bo
Redemptions have the most impact on satisfaction in drug store retail, where 41% mo
satisfied (Bond)
Of the 66% of loyalty program members who have set a redemption goal, overall prog
compared to members with no redemption goal (Bond)
76% of consumers say loyalty programs are part of their relationship with brands (Bon
Loyalty Program enrollment has grown by 31% over the last four years (Bond)
Boomers tend to be more satisfied with their loyalty programs (49%) compared with M
Loyalty Program Members who agree that a program is enjoyable are 10 times more l
22% of loyalty program members say they are treated better than customers not enro
overall program satisfaction is 3.4 times higher than those who do not sense they are
(Bond)
20% of loyalty members say they are very satisfied with the level of personalization th
24% say programs keep their preferences up to date (Bond Brand Loyalty)
When personalization is done well, there is a 6.4x lift in member satisfaction with the l
Successful execution of loyalty program communications can result in up to 10x lift in
59% of Gen Z and younger Millennials are comfortable with programs capturing their i
purpose and meaning (Bond Brand Loyalty)
46% of Gen Z consumers and 55% of Millennials are willing to share their data in exch
(CrowdTwist)
50% of consumers indicated they were willing to provide retailers with personal inform
customized offers in return (BRP consulting)
21% of those born in 1945 or earlier are willing to share personal information in excha
(CrowdTwist)
70% of Gen Z, 64% of Gen X and 63% of Millennials expect to receive personalized re
browsing in-store (CrowdTwist)
42% of Millennials, 37% of Gen X consumers, 33% of Gen Z, 29% of Baby Boomers a
purchased something that was recommended to them by a brand in the past six mont
87% of loyalty program members say they are open to having various details of their a
 A growing number of consumers (37%, up from
30% in 2017), are willing to pay a fee for
access to enhanced loyalty program benefits
(Bond)
Willingness to pay for enhanced benefits is
significantly higher among Gen Z (47%) and
Millennials (46%), as well as households with
children (44%) and early technology adopters
(69%) (Bond)
73% of customers say the best promotions are
the ones that have discounted fuel with in-store purchases (Coca-Cola)
Loyalty consumers in the U.S. ranked fuel savings as their preferred loyalty currency (
(Excentus)
36% of consumers shop more frequently at stores where they can earn fuel savings (v
Memberships in fuel loyalty programs have risen 10% in the past two years, with 64%
that helps them save on the cost of gas (Excentus)
20% of consumers reported shopping specifically at stores where they can earn rewar
fuel (Excentus)
22% of consumers shop exclusively at a convenience store where they are a loyalty p
Fuel savings drive higher consumer engagement as shoppers that earn and redeem f
or monthly vs. those who prefer cash-back (29%) (Excentus)
73% of consumers say it is important to earn rewards that save on fuel when the price
identical sentiment when the price of gas falls (Excentus)
Fuel savings is the number one most preferred reward in loyalty programs (Excentus)
64% of consumers indicated they belong to a program that provides options to save o
and 54% in 2015 (Excentus)
More than one-fifth of loyalty program members have never redeemed (Bond)

Retail/Shopping Loyalty Statistics

74% of consumers are likely to be loyal to a brand if its app is seamless and easy to u
Some of the most common types of purchases during the pandemic were clothing (47
were furniture (32%), housewares (23%), cosmetics (20%) and food & drink (20%) (C
look to improve analytics to unlock the full potential of this data and 19% who plan to a
analytics tools (Arm Treasure Data)
54% of retailers will accommodate customers through more than one channel in 2020
customers; and 45% will invest in real-time data for clienteling initiatives (Arm Treasur
Retail loyalty programs have experienced 89% growth as a method for fraud attacks (
61% of retail execs saw improved customer service as a result of their omnichannel e
retention and 52% saw increased loyalty (Retail TouchPoints)
38% of retailers now provide customers with access to cross-channel, real-time invent
(Retail TouchPoints)
60% of retailers are using a loyalty program as a tool to track consumer activity across
(Retail TouchPoints)
Top three brands on the 2018 Loyalty Leaders list are: Amazon in online retail, Google
smartphones (Brand Keys)
The top 10 brands for loyalty are: Netflix in video streaming, Amazon in video streamin
tablets, Facebook in social networking, Amazon in tablets and Trader Joe’s in natural
Nine of the top 10 brands in the 2018 top 100 loyalty leaders ranking are digital brand
(Brand Keys)
45% of millennials acknowledge they’re less loyal to retailers than a year ago (Brightp
63% of retail shoppers want instant rewards and discounts, 52% want surprise reward
(HelloWorld)
63% of CPG customers list instant rewards as what they want (HelloWorld)
37% of customers prefer to consistently shop with the same retailer, up from 35% in 2
When asked which factors would encourage them to select one retailer over another i
equal, consumers’ top answers were: convenient shopping experience (45%), easy to
shopping experience (39%), receive incentives to shop with that retailer (34%), and ea
63% of consumers are likely to stop visiting a brick-and-mortar retailer if they have an
(BRP)
58.7% of internet users worldwide cited earning rewards and loyalty points as one of t
shopping experience (iVend Retail)
94% of consumers name a consistently good customer experience as the main reaso
(Blackhawk Network)
66% of Americans view customer experience as important as quality or price in the re
important as product quality and price when making a purchase (Uject)
41% of millennials belong to an online retailer loyalty program versus 29% of Gen X a
Positive experience with a staff member increases customer satisfaction, on average,
77% of consumers name convenience as an important reason they remain loyal to a b
76% of consumers name an easy payment process as an important reason they rema
57% of consumers name lower prices as an important reason they remain loyal to a b
68% of customers said cost was the top factor that influences where they shop followe
(53%), online customer reviews (36%) and brand loyalty (34%) (Uberall)
60% of consumers across all regions reported that purchasing products at the lowest
when shopping online (Radial)
86% of consumers engage with a brand they are loyal to by recommending it to others
50% of non-loyal consumers would engage with a brand by recommending it to others
65% of loyal consumers receive emails from their favorite brand or store about the late
loyal consumers (Blackhawk Network)
62% of loyal consumers watch for or take advantage of rebates from their favorite bra
consumers (Blackhawk Network)
44% of loyal consumers use their favorite store’s gift cards or egifts vs. 31% of non-loy
42% of loyal consumers use targeted offers from their favorite store vs. 27% of non-lo
86% of shoppers said the option of free returns would make them loyal and more likel
(Klarna)
84% of shoppers want to be able to choose whether to return an item in-store or via p
31% of shoppers would be more likely to buy something online if they had the opportu
(Klarna)
66% of shoppers say a free and easy returns policy is one of the top two aspects that
53% said a slow and expensive returns process would stop them from shopping with a
55% of online shoppers would abandon their carts and never return to the retailer’s sit
90% of shoppers over 55 would not follow through with a purchase and 7% would nev
checkout process (Splitit)
60% of consumers are confident with their purchases when they make them in-store a
return products conveniently and hassle-free to retail locations (DXC Technology)
54% of consumers rate their overall in-store shopping experiences as emotionally sati
94% of shoppers say a store associate’s help is important in feeling confident they are
Technology)
57% of shoppers say online promotions are important (DXC Technology)
70% of shoppers feel confident they are buying the right products when stores offer fre
24% of shoppers have purchased subscription retail or meal kit services, 15% have tr
applications for additional product information, 11% have used personalized assisted o
bought personalized products or tailor-made clothes fitted online (DXC Technology)
28% of consumers over 45 saying they would abandon their cart if they felt there were
Digital cart abandonment is currently as high as 70% (Splitit)
58% of consumers say the #1 reason for shopping cart abandonment is high shipping
8% of consumers say longer-than-desired delivery times are reasons to abort a purch
51% of U.S. retailers plan to offer loyalty programs to consumers in 2018 to positively
54% of brick-and-mortar retailers have introduced loyalty programs and 24% plan to d
face online competition (APT)
40% of consumers say they are more likely to shop at a retailer again with whom they
When music is partnered with visuals and scent to create a branded in-store atmosph
say they’re more likely to revisit (Mood Media)
When music is partnered with visuals and scent to create a branded in-store atmosph
ages 18-24, say they’re more likely to revisit (Mood Media)
68% of consumers expect loyalty points for spending time in store and repeat visits (C
Institute)
67% of shoppers said they will purchase items from different stores or websites to get
would be enticed by promotions or coupons to shop at a store they have not used in th
67% of shoppers visit between two and three retailers weekly (Acosta)
60% of consumers reported shopping at more than one retailer because some produc
(Acosta)
53% of shoppers are choosing which store to shop at based on how much they like th
Popular enhancements to the in-store experience for customers include invitations to
promotions (46%), personalized rewards (32%), preferred/first access to new products
assistance from sales associates (18%) (BRP)
56% of gen z says a fun in-store experience influences where they shop (NRF)
79% of brand loyal consumers are influenced to buy a brand they wouldn’t typically ha
(Valassis)
69.3% of women are willing to recommend their favorite brands to friends based on ho
26.8% of women changed brands within the last month (Corra)
Women who earned $100,000 a year or more had the lowest response of brand loyalt
switch their makeup products up on a regular basis versus those in the same pay rang
53% of retailers extend specialized offers to encourage customers to identify themselv
entice others with product incentives, 32% with maintenance of purchase history for e
more personalized service and 29% with credit towards future purchases (BRP)
56% of merchants will offer personalized promotions to enhance the customer experie
rewards, 25% will offer preferred/first access to new products and 19% offer a persona
34% of retailers are offering personalized rewards based on customer loyalty (Boston
54% of shoppers said they are open to sharing personal information and shopping pre
receive personalized offers, compared to 51% last year, and 33% in 2014 (Accenture)
The factors most likely to entice shoppers to share personal data are discounts or cou
and highly relevant promotions (47%) (Accenture)
72% of retailers do not have a process in place to notify associates when an identified
to checkout (BRP)
62% of customers will shop elsewhere if they have a purchase incorrectly identified as
95% of Gen Xers, 94% of Baby Boomers and 90% of Millennials are most loyal to foo
based on product brand (ICSC)
59% of shoppers will be using loyalty program rewards for their Christmas purchases
21% of consumers want to gain loyalty points or rewards through their Christmas shop
61% of consumers won’t complete an online purchase without free shipping and 64%
they’re likely to spend more with a retailer (RetailMeNot)
Fast and direct communications about an order is the number one factor in winning th
boomers (Narvar)
Lacking produce availability has prompted 20% of shoppers to stop shopping with a re
online retailers (Blue Yonder)
Factors that shoppers deem as valuable when shopping in-store include: receiving pro
sent directly to their smartphone (34%) and mobile point of sale (30%) (HRC Retail Ad
About 29% of shoppers ranked in-store apps that would provide personal recommend
(HRC Retail Advisory)
48% of consumers have left a brand’s website and purchased from a competitor due t
(Accenture)
22% of consumers would leave for other brands after a creepy experience (InMoment
60% of Americans make a conscious decision to visit a specific business because the
Corp)
Department store brands that reward non-transactional engagement also enjoy 48% m
visits, and a 5% lower bounce rate (L2)
82% of consumers who returned an item were repeat customers (Retail Dive)
68% of U.S. shoppers would be more inclined to shop on a merchant’s site that offere
(Windstream Enterprise)
It is to a retailer’s advantage to provide fast exchanges and immediate refunds as 57%
returned, 41% bought from the same retailer and 16% chose a different retailer due to
to a wanted item being out of stock (Navar)
96% of consumers would give a retailer repeat business based on a good returns exp
The biggest turn-offs when buying with a retailer include paying for return shipping (69
finding the return policy (33%) (Narvar)
The top five sectors in which spend increases when a consumer is a member of the lo
spend increase, Hotel +82%, Drug Store +63%, Movie Theatres +61% and Grocery +
76% of retailers plan to offer more deals and discounts in 2019 vs. 2018 (RetailMeNot
55% of retailers will offer deeper discounts than they usually do because of the shorte
this year (RetailMeNot)
54% of retailers will begin running deals earlier this year than they usually do because
shopping this year (RetailMeNot)
 71% of consumers are likely to recommend a retailer to others after purchasing a holid
day (Dropoff)
85% of consumers are more likely to purchase from a retailer again, and five times mo
others, if their holiday gift purchase can be tracked in real-time throughout the delivery
75% of consumers are highly likely to shop with a retailer again after purchasing a gift
56% of Millennial parents use at least one grocery-related app and manage their busy
find in-store items, coupons, sales recipes or product review (FMI)
90% of Millennials engage with a supermarket or grocery store through rewards cards
38% of women ranked quality as their top consideration for being loyal to a specific br
long time (30.5%), and products are a good value (18.6%) (Corra)
26% of Gen Z chooses a retailer because of low product pricing and 23% based on ho
55% of Gen Z agrees that brick and mortar retailers offer the same quality rewards/loy
52% of Gen Z consumers will transfer loyalty from one brand to another if the brand’s
66% of Gen Z consumers say product quality and availability are the most important fa
another; 65% focus on value (IBM)
70% of millennials would buy less from a brand they’re loyal to if they found out that th
well, and 69% would buy less if they learned the brand relies on unethical labor practi
Two-thirds of millennials would be less likely to buy from a brand they are loyal to wer
a lot of money while the average employee makes little (Morning Consult)
72% of millennials said they’d like a company either much more (51%) or somewhat m
its employees well (Morning Consult)
16% of Gen Z’s shop at a single store for clothing/fashion compared with 26% of olde
19% of Gen Z’s shop at a single store for health and beauty items compared with 34%
Fewer than 38% of Gen Z’s shop at a single place for groceries compared with 55% o
5% of U.S. Gen Z’s shop at a single place for clothing (Accenture)
65% of millennials, 62% of Gen Xers, 45% of young baby boomers, and 37% of those
store purchase due to information found on their smartphones (eMarketer)
76% of shoppers consider one of loyalty programs’ most valuable attributes to be reco
(Cognizant)
56% of consumers aren’t confident brands have their best interest in mind when they
(Acquia)
78% of consumers don’t think brands should be using personal data to market produc
brand understands them at a personal level they are likely to be more loyal (Acquia)
79% of consumers will leave a brand if their personal data is used without their knowle
57% of Costco members also pay for Amazon Prime (MoffettNathanson)
43% of consumers said if an Amazon Go opened nearby, they would shop less at trad
66% of consumers said they saw “no evidence” that stores they visit regularly know th

Restaurant Loyalty Statistics

Single parents are most likely to have switched to ordering food online rather than ons
followed by married parents (25%), single adults (18%) and married couples (12%) (P
US households spent on average $4520 on digital food orders since the pandemic be
household ($10,832) spent on all food orders: $3,034 on food orders placed by phone
person (PYMNTS)
US households headed by married parents spent an average of $7,792 on digital food
(PYMNTS)
56% of married couples who order at table-service restaurants do not use loyalty prog
available (PYMNTS)
Single parents are more likely to use restaurant loyalty programs than single people w
 Millennials are more likely to belong to a food and beverage loyalty program than the t
survey was 36% (Hawk Incentives)
30% of millennials plan to sign up for every restaurant loyalty program, while 48% of b
select, relevant programs (Oracle Hospitality)
76% of restaurant guests note immediate benefits are more appealing than accumulat
73% of restaurant guests note a single loyalty program that can be used at a range of
41% of restaurant guests would submit a YouTube review in exchange for a reward (O
72% of restaurant guests like loyalty programs where points are automatically redeem
58% of restaurant guests would exchange personal details for personalized promotion
88% of consumers note redeeming loyalty points on new food recommendations base
(Oracle Hospitality)
52% of consumers will recommend to others the restaurants they are most loyal to (O
38% of restaurant customers are most loyal to brands that they have a high opinion of
50% of customers say it’s important they can engage with new and exciting menu item
(Oracle Hospitality)
36% of restaurant guests will typically stick to the brands they like rather than shop ar
59% of customers choose a restaurant because of a competitive price/promotion (Ora
58% of customers would always shop around for different restaurants to eat at (Oracle
62% of consumers prefer plastic swipe cards as their restaurant loyalty program medi
56% of Millennials wanted to use apps as the preferred medium for restaurant loyalty
(Oracle Hospitality)

Mobile/Online Loyalty Statistics

63% of consumers will continue to seek out the best app experiences even once store
71% of consumers have been purchasing more items online since the pandemic (C+R
67% of consumers did more than half of their shopping online during 2020, 14% did a
75% of online grocery shoppers say they are still shopping with the first retailer they tr
Consumers who have adopted digitally enabled services (like in-app ordering, home d
because of the pandemic are likely to continue doing so. For example, 54% of consum
contactless payment with 87% likely to sustain their increased level of usage (Accentu
In Q2 2020, because of COVID-19 restrictions and store closures:
digital commerce saw 20% growth yoy, making it equal 15% of total revenue
buy online pick up in store revenue increased 125% yoy
trends predict that 30% of holiday shopping revenue will be from e-commerce
trends predict 10% of mobile orders will come from social referral (Salesforce)
50% of online shoppers say images helped them decide what to buy (Google)
53% of online shoppers say images inspire them to purchase (Google)
The latest data suggests there will be an increase of 169% in ecommerce purchases f
outbreak (Accenture)
eCommerce accounted for 27% of retail sales in April 2020, increasing from 16% in 20
75% of consumers decided not to buy a product because the video voiceover annoye
 38% of companies said they currently give customers personalized offers or promotio
with customers via email during the pre-purchase phase (LoyaltyOne)
51% of consumers cited the top benefit for using a mobile app when shopping as excl
discounts (TD Bank)
Promotions are the #1 driver for consumers to use their mobile wallet (Vibes)
27% of consumers said they would adopt mobile wallet if it would make their life easie
cards or airline boarding passes (Vibes)
61% of consumers subscribe to mobile messaging because of incentives or coupons,
because of loyalty rewards points (Vibes)
57% of members want to engage with loyalty programs on a mobile device (Bond)
31% of consumers (up 20% from last year) use their loyalty program’s mobile app to m
52% of loyalty program members don’t know if an app exists for their programs (Bond
More than six in ten U.S. smartphone users said they subscribe to mobile messages f
loyalty reward points (Vibes)
33% of U.S. smartphone owners unsubscribe to mobile messages because the deals
weren’t good enough and 44% said they information wasn’t relevant to them (Vibes)
66% of 18-24 year-olds are more loyal to companies they follow through social media

Travel Loyalty Statistics

74% of travelers say they will spend more time choosing a destination this year in 202
66% of travelers say they will spend more time reading reviews about destinations in 2
72% of travelers say they will spend more time selecting their accommodations in 202
70% of travelers say they will spend more time finding things to do at their travel desti
The top factors that influence consumer trust in travel and hospitality businesses inclu
Is reliable or dependable (85%
Has good customer service and is responsive to problems (84%)
Protects customers’ data, privacy and security (83%)
They have a good safety record (83%)
They make me feel secure and safe (83%)
Consistently delivers on what they promise (82%)
Is a good value for the price (82%)
Treats customers well , even in tough times (82%)
They regularly clean and sanitize (81%)
Has always treated me well (80%)
The top factors that cause consumers to lose trust in travel and hospitality businesses
They mistreat passengers’ luggage or personal possessions (86%)
They have surprise fees (85%)
You had a bad experience with them or their customer service (85%)
They do not follow clear safety precautions (85%)
They had a data breach and your personal information was compromised (85%)
They are known for not being reliable (84%)
They do not regularly clean or sanitize (84%)
35% of millennials say they have lost trust in a travel or hospitality brand and, as a res
(Morning Consult)
Business travelers (61%) and wealthier Americans (57%) say if they trust a brand, the
them. This is higher than the average among adult travelers (44%) (Morning Consult)
8 of the 10 most trusted travel and hospitality brands are hotels or resorts, with only o
Overall, travelers have a higher net trust in travel brands than they did before the pand
65% of US adults say they would stop purchasing from a travel brand if it did not follow
60% of travel customers want instant rewards, 59% want the ability to choose rewards
rewards (HelloWorld)
80% of consumers would revoke their personal information from hotel brands if they w
30% of travelers around the world said they were happy to sacrifice safety for hotel loy
Americans being the most likely to do so at 47% (CWT)
61% of hotels believe that guests would openly sign up to every loyalty program, but i
programs, 46% only sign up to select relevant programs and 24% sign up to every loy
70% of hotel loyalty members participate in multiple programs (Phocuswright)
54% of hotels believe their offers are mostly relevant while only 22% of guests believe
39% feel those offers are rarely relevant (Oracle Hospitality)
38% of millennials and 32% of pre-millennials (18-24) note they are more loyal to hote
Hospitality)
29% of millennials plan to sign up to every hotel loyalty program while baby boomers
they will only sign up to select, relevant programs (Oracle Hospitality)
40% of hotel operators will only take into account activity measures of loyalty (Oracle
48% of people are likely to feature the hotel on social media in exchange for a reward
46% of hotel guests are likely to link social media activity to a rewards program with a
Hospitality)
90% of guests note being able to accept or reject offers so that the hotel loyalty progra
are of most interest as appealing (Oracle Hospitality)
33% of guests will recommend to others the hotels they are most loyal to (Oracle Hos
38% of hotel guests would submit a product review through YouTube in exchange for
41% of guests say it is important that they can engage with new and exciting features
Hospitality)
30% of leisure travelers staying primarily for holiday reasons wished to book with a fam
(Oracle)
33% of consumers will typically stick to the hotel brands they like rather than shop aro
55% of hotel guests would exchange personal details in exchange for a personalized
59% of guests would always shop around for different hotels to stay at (Oracle Hospita
61% of hotel guests think a loyalty program based on experience than points-based re
Hospitality)
69% of hotel guests think personalized offers based on their stated preferences are ap
65% of hotel guests think a more personal service from the staff is appealing (Oracle
65% of hotel guests think personalized offers based on purchase history are appealing
78% of hotel guests think immediate benefits are more appealing than accumulating p
75% of hotel guests think a loyalty program that can be used at a range of brands is a
73% of hotel guests think frequent rewards/offers which are not dependent on earning
(Oracle Hospitality)
90% of consumers find it appealing to receive a personalized service form Hotel staff
point them to the relevant excursion, recommendation and offers (Oracle Hospitality)
86% of hotel guests indicate they are willing to complete a questionnaire about person
program membership that offers can be tailored (Oracle Hospitality)
83% of hotel guests prefer to redeem loyalty points or rewards for new alternative exp
and preferences (Oracle Hospitality)
70% of hotel reward members have downloaded a hotel app (J.D. Power)
On average, business travelers consider three hotels before booking and 82% say loy
decision (GBTA)
90% of business travelers view rewards points and perks as a motivating factor in sele
loyalty member results in better service (GBTA)
49% of business travelers use loyalty rewards on business travel and 43% use them d
Bank Loyalty Statistics
A third of pioneers (risk takers, tech-savvy & hungry for innovation) had switched bank
thirds say that corporate social responsibility would influence their choice of a new pro
More than three-quarters of pragmatists (ubiquitous, trusting & channel agnostic) say
bank brands, and 96% say they trust the advice they receive from human advisors at
claim (Accenture)
Skeptics (tech-wary, dissatisfied & alienated) stay with their bank for 14 years and the
86% of pioneers, 75% of pragmatists, 55% of skeptics and 30% of traditionalists want
where they shop (Accenture)
85% of pioneers, 70% of pragmatists, 50% of skeptics and 21% of traditionalists are in
spending patterns (Accenture)
More than three-quarters of all consumers are willing to share the data required for be
more efficient and intuitive services, and more competitive pricing (Accenture)
94% of pioneers, 82% of pragmatists, 76% of skeptics and 50% of traditionalists are w
personalized offers based on current location (Accenture)
94% of pioneers, 79% of pragmatists, 77% of skeptics and 45% of traditionalists are w
on non-insurance related products or services (Accenture)
Top reasons why consumers would leave their current financial provider include: issue
in costs/no longer offering competitive prices, no longer feeling valued as a customer,
seriously, and no longer being offered products and services that suit needs (Accentu
77% of consumers trust their bank to look after their long-term financial well-being, wh
same (Accenture)
7% of consumers reported having switched bank accounts over the past year, giving b
their main motivator (Accenture)
Banks that lead in the CX+ Index have a recommendation rate that is 1.9 times higher
index, their share of deposits is 1.9 times higher and their customers are 2.1 times mo
services from their bank (Kantar)
Banks that let their customer experience decline risk losing up to 12.5% of their share
61% of female bank customers stay with their bank for more than five years (Kantar)
Women have a lower preference score for their bank than men (65 for women vs. 76 f
Women are less willing than men to take up additional products or services with their
60% of credit card holders like instant rewards/discounts and the ability to choose rew
34% of credit card holders like personalized rewards (HelloWorld)
Nearly 3 in 4 general purpose credit or charge card users participate in a credit or cha
Advisory Group)
80% of unbanked customers do not belong to any loyalty programs (Amdocs)
61% of consumers consider it very important to have the ability to manage multiple loy
wallet, but only 21% of providers offer the feature (Amdocs)
46% of consumers indicated an immediate preference for the ability to pool points with
companies provide that capability (Amdocs)
Member and Subscriber Engagement & Loyalty Statistics
80% of U.S. consumers ages 18 and older say they’ve never subscribed to a subscrip
health and hygiene products, beauty and cosmetic products (80%), groceries and mea
(85%) (YouGov)
47% of U.S. consumers ages 18-34 say they are very likely or somewhat likely to cons
subscription box service (vs 33% of all U.S. adults) (YouGov)
The top perceived potential benefit of subscription boxes among all consumers is that
(YouGov)
Popular advantages of subscription boxes among consumers include never running o
not having to remember to manually buy products themselves (33%) (YouGov)
Consumers ages 18-34 are slightly more likely than the average American adult to thi
simplifying their budget (26% vs. 18%), saving money by subscribing in bulk (36% vs.
new products they wouldn’t have otherwise (26% vs. 20%) (YouGov)
53% of shoppers worry it would ultimately cost more money to have a subscription bo
42% of shoppers ages 18-34 say they consider not using products quickly enough fro
drawback (vs. 52% of the general public) (YouGov)
15% of online shoppers have signed up for one or more subscriptions to receive produ
Co)
The subscription e-commerce market has grown by more than 100% a year over the p
The median number of subscriptions an active subscriber holds is two, but nearly 35%
Male shoppers are more likely than women to have three or more active subscriptions
28% of curation and access subscribers said that a personalized experience was the
subscribe (McKinsey & Co)
For replenishment subscribers to continue subscribing, convenience (24%) was the m
value for the money (23%) and personalized experiences (22%) were also important (
20% of membership executives reported they have a formal engagement plan vs. 28%
34% of membership executives reported a 90+% retention rate (ASI)
51% of membership executives saw a rise in their membership base vs. 55% in 2016
35% of membership executives saw increases in member engagement (ASI)
30% of membership executives reported they have a formal plan to measure their eng
46% of membership executives reported that donor engagement increased vs. 49% in
52% of membership executives said retention was either stagnant or had decreased (
70% of all membership and fundraising participants are confident about their growth a
(ASI)
Overall churn rates across all industries is 6.73% (Recurly)
Average B2B churn was found to be 6.22%, while the average for B2C companies wa
Averages for voluntary churn were at 4.78% (Recurly)
Averages for involuntary churn were 1.44% (Recurly)
61% of consumers want store memberships that offer lower prices (Capgemini’s Digita
48% of individual membership organizations had an increase over the past year (Mem
Of those organizations that showed increases in overall membership, 25% report incre
i i b hi th t f th 10% (M b hi M k ti
 Among members who reported being highly satisfied with their association’s technolog
renewing their membership (ASAE Foundation)
Among members who are not highly satisfied with their association’s technology, only
renewal (ASAE Foundation)
49% of associations said their renewal rate has remained unchanged since last year (
26% of associations saw an increase in renewals and 16% reported a decrease (Mem
68% of associations use email to get members to renew (MemberZone)
66% of associations picked up the phone to get a member to renew (MemberZone)
19% of associations involved their board of directors and 15% used calls from other m
(MemberZone)
16% of associations are using social media to target members for renewal (MemberZo
74% of association members said their organizations request their data, but less than
that data (Community Brands)
20% of consumers have subscribed to product subscription boxes in the past, but don
97% of current fresh meal kit delivery services subscribers are using the company the
would recommend fresh meal kit delivery services to their friends (Packaged Facts)
43% of consumers said they are at least somewhat likely to sign up for new subscripti
(Ask Your Target Market)
69% of consumers who have subscribed to food boxes said they’ve been at least som
(Ask Your Target Market)

B2B Loyalty Statistics

A brand’s business value has a 21.4% impact on perceived benefits, while personal va
90% of B2B and consumer audiences agree that brand experiences delivering stronge
compelling brand engagements (Loyalty 360)
About 85% of B2B decision makers start the buying process after a referral from a frie
88% of B2B content marketers agree that creating content makes their audience view
trusted resource (PointVisible)
81% of B2C content marketers are concerned with creating content that builds loyalty
54% of B2B content marketers have built loyalty with existing clients by using content
months (PointVisible)
71% of B2B customers are at risk of taking their business elsewhere (Gallup)
29% of B2B customers are fully engaged (Gallup)
B2B customers with high customer engagement scores achieve 50% higher revenue/
higher share of wallet (Gallup)
Brand marketers’ top priorities in 2018 are: customer experience (25%), brand awaren
(18%), customer retention/loyalty (17%) and engagement (15%) (Bynder and OnBran
46% of inbound marketers and 45% of outbound marketers said increasing revenue d
marketing priority at their company (Hubspot)
44% of US marketing executives said customer retention was a customer-related met
12 months (Duke)

Other Loyalty Statistics

By 2021, data analytics driven businesses are predicted to take $1.8 billion annually fr
Research)
60% of consumers have used a buy now, pay later service and 46% are currently mak
later service, even though 66% believe it’s “financially risky” (C+R Research)
The average debt for buy now, pay later purchases is $883 per person (C+R Researc
% f