20 Loyalty Stats You Need to Know

Loyalty programs are popular, but retention and engagement are key challenges.

  • 90% of US adults belong to at least one loyalty program and 53% are in three or more.
  • On average, consumers have seven active loyalty memberships in their wallet. However…
  • More than half of loyalty memberships are inactive.
  • More than one in three consumers who do not belong to any loyalty programs say it is because they are not aware of any.
  • Of the three quarters of Americans who changed their shopping behavior since COVID-19 began, around 40 percent say they have changed brands, with the level of brand switching doubling in 2020 compared to 2019.
  • 62% of people who have changed their brand preference during the COVID-19 pandemic will make that a permanent change before the pandemic is over.

Customer loyalty and loyalty schemes are major drivers of key performance indicators.

CX and personalization are crucial to loyalty program success.

  • 43% of shoppers will unsubscribe from loyalty program messages if the content is not relevant to them.
  • Over 57% of members prefer to interact with their loyalty program on mobile devices.
  • 94% of consumers who give a company a “very good” CX rating are likely to purchase more products or services from that company in the future.
  • Customers are 7.5X more likely to recommend a brand with a loyalty program that achieves high levels of personalization along the member lifecycle, and 6.4X more likely to modify the amount spent to maximize points.
  • Globally, 61% of consumers agree that loyalty schemes are too hard to join and/or earning rewards is too difficult.
  • 78% of Millennials say they would switch to a company that offered a better program.
  • Six out of ten consumers say they are loyal because they feel a personal connection to a company.
  • 95 percent of customers are more likely to be loyal to a company they trust, while 92 percent are more likely to purchase additional products and services from them.

--

--

Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic. www.airship.com

Love podcasts or audiobooks? Learn on the go with our new app.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store