Gift & Loyalty Statistics 

 

Customer Loyalty Statistics

·        Building loyalty with 5% more customers would lead to an increased average profit per customer of between 25% and 100% (The          Loyalty Effect) 

·        Just 25% of US consumers consider brand loyalty as something that impacts their buying behavior (Ernst & Young)

·        78% of consumers are not loyal to a particular brand (Nielsen) 

·        Only 27% of consumers see brand loyalty as important (The Marketing Store) 

·        A repeat customer spends 67% more than a new one (BIA/Kelsey) 

·        61% of Americans switch brands due to price (Nielsen) 

·        Female consumers (68%) are more loyal to brands than males (55%) (Analytic Partners) 

·        70% of Millennials think their generation is less brand-loyal than previous generations (Bridge.Over) 

·        70% of customers cite poor customer service as a reason for not buying from a brand (McKinsey) 

·        46% modify brands they buy to maximize the loyalty benefits (Maritz) 

·        Customers who are fully engaged represent 23% premium in terms of share of wallet, profitability, revenue, and relationship                    growth (Gallup)

 

·        A Totally Satisfied Customer contributes 2.6 times as much revenue as a Somewhat Satisfied Customer (InfoQuest) 

·        51% of U.S. consumers switched service providers in the past year due to poor customer service (Accenture) 

·        85% of consumers say companies could have recognized & rewarded them for doing business with them (Accenture) 

·        82% of small business owners said that loyal customers were the main way they grow their business (Constant Contact) 

·        94% of customers who have a low-effort service experience will buy from that same company again (CEB) 

·        68% of consumers say that coupons generate loyalty (RetailMeNot) 

·        48% of consumers said that the most critical time to gain their loyalty is when they make their first purchase or begin service                    (ClickFox) 

·        Consumers are most loyal to financial service providers (61%) and grocery retailers (47%) (Epsilon) 

·        Over 50% of consumers who are loyal to a brand are 35-54 years old. Only 12% are in the 18-24 age bracket (Epsilon) 

·        Things Americans are most loyal to: Their pets (71%), their favorite bands (69%), sports teams (66%), church (55%), and alma              mater (49%) (FanXchange) 

·        93% of consumers are more loyal to companies that engage in corporate social responsibility (Cone) 

·        90% of consumers would stop buying a company’s products when they learned of its irresponsible or deceptive business practices            (55% have actively boycotted a company) (Cone) 

·        78% of consumers have bailed on a transaction because of a poor service experience (American Express) 

·        47% of consumers said that although they may have a company preference, if they can’t find what they’re looking for on that site            quickly, they’ll go elsewhere (Kitewheel) 

·        29% of consumers like to change brands for the sake of variety/novelty (Experian) 

 

Loyalty Program/ Loyalty Marketing Statistics

·        There are 2.65 billion loyalty program memberships in the US, 21.9 per household, but people are only active in 9.5 (Colloquy) 

·        83% of consumers say they belong to a loyalty program 

·        Consumers are enrolled in an average of 10.9 loyalty programs, only active in 7.8 (Bond) 

·        75% belong to up to 10 loyalty programs (Cognizant) 

·        83% of consumers belong to at least one loyalty/reward program, 13% belong to 5 or more (DailyBreak) 

·        American consumers are members of 10 loyalty programs on average (The Marketing Store) 

·        91% of companies have a customer engagement or loyalty program (Experian) 

·        73% of marketers view customer centricity as critical to the success of their business and role at the company (SAP)

·        93% of consumers think rewards are very important or somewhat important (CrowdTwist) 

·        35% of members are active in all of the programs in which they are enrolled (Bond) 

·        93% of U.S. consumers said the type of reward offered is a “very important” or “somewhat important” factor in their decisions to            join a loyalty program and to remain engaged with a brand (Colloquy) 

·        73% of consumers believe that loyalty programs should be a way for brands to show consumers how loyal they are to them as a              customer; but 66% of marketers see it the other way around (Kitewheel) 

·        Most important benefits to loyalty program members: discounts (79%), cash back (71%), rebates (70%) (Bond) 

·        57.4% of consumers join loyalty programs to save money, 37.5% to receive rewards (TechnologyAdvice) 

·        36% of Americans participate in loyalty programs (Hotels.com) 

·        62% of shoppers say loyalty program membership is beneficial (Cognizant) 

·        16% of executives reported they have a "very effective" loyalty program (SAS)

·        63% of companies monitor customer retention (Experian) 

·        38% of marketers say their biggest 2015 challenge is improving customer acquisition and retention (TeraData) 

·        Only 34% of SMBs have a loyalty program (BIA/Kelsey) 

·        58% buy from the stores and brands whose loyalty programs they belong to at least once a month (DailyBreak Media) 

·        65% of Gen X buy at least once a month from the stores or brands whose programs they belong to (the most of any generation),            followed by baby boomers (60.56%) and 68+ (54.84%) (DailyBreak Media) 

·        Loyalty program membership is growing at 26.7%, while active memberships are growing at just 21.2% (Colloquy) 

·        Just 49.6% of companies can identify their most loyal customers (Loyalty360) 

·        36.8% of consumers prefer card-based programs, 33.3% digital loyalty programs (TechnologyAdvice) 

·        39% of adults 35-44 are enrolled in up to five different programs (Hotels.com) 

·        57% of consumers modify when and where they buy in order to maximize the loyalty benefits (Maritz) 

·        78% of consumers say they would be more likely to make a purchase if offered points or miles (Points) 

·        35% of points program members redeem awards (Forrester) 

·        69% of consumers say choice of retailer is influenced by where they can earn customer loyalty/rewards program points (Maritz) 

·        66% of consumers agree that earning points or miles in a loyalty program is important (Points.com) 

·        60% of consumers actively look for promotions that will help them earn more points or miles (Points.com) 

·        56% of consumers said they never miss a chance to earn points and miles in their favorite loyalty programs, even when the                      amounts given are small (Points.com) 

·        61% of retailers use points or benefits through the company’s loyalty program as a means of adding value to the customer                      relationship (Colloquy) 

·        31% of American consumers cite perks as the most important factor for joining loyalty programs (Hotels.com) 

·        83.3% of consumers said they would be either “less likely” or “much less likely” to participate in a program that relied on social                rewards (TechnologyAdvice) 

·        70% of members feel loyalty programs are part of their relationship with a company (Maritz) 

·        Customers who are enrolled in at least one loyalty program are 82% more likely to shop at businesses that offer similar reward                programs (TechnologyAdvice) 

·        89% of consumers say a great customer experience is key to driving brand loyalty (EConsultancy) 

·        59% of people would be more likely to join a loyalty program that offered a smartphone app (TechnologyAdvice) 

·        75% of survey respondents have no issues with companies giving preferential treatment to customers who spend more (Colloquy) 

·        53% of Members enrolled in loyalty programs stopped actively participating in at least one loyalty program in the past year (only              7% formally opted out) (Maritz) 

·        41% of consumers have redeemed points to give the rewards or benefits as gifts (Maritz) 

·        Percent who were driven to interact with a brand online by loyalty programs: 64% of millennials, 79.6% of Gen-X’ers, and 66.2%            of baby boomers (DailyBreak Media) 

·        22% of companies have no investment in "relationship marketing," 46% do "to some extent" (eConsultancy) 

·        94% of senior executives feel that keeping customers for life is a priority within their business (Forbes) 

·        Over the next 3-5 years, 75% of marketers say they will be responsible for the end-to-end experience over the customer’s lifetime            (Marketo) 

·        The average repeat customer spent 67% more in months 31-36 of his or her shopping relationship than in months 0-6 (Bain) 

·        38% of companies are primarily focused on retaining repeat customers for revenue growth (Forbes) 

·        63% of marketers say that engagement is manifested in customer renewals, retention and repeat purchases (Marketo) 

·        50% of marketers said they routinely apply data to engage consumers (TeraData) 

·        40% of SMBs have a loyalty program, 21% say they plan to start one in the next year (BIA/Kelsey) 

·        75% of consumers say discounted or free products was the most valuable loyalty program benefit (Neilsen) 

·        42% of companies claim to measure the lifetime value of a customer (EConsultancy) 

·        68% of Millennials modify when and where they buy in order to maximize the benefits they receive from loyalty programs (Bond) 

·        64% of millennials say reward programs push their online brand interaction (Dailybreak Media) 

·        69% of consumers said they would break habit and choose a different brand in order to earn more points or miles (Points.com) 

·        54% of consumers buy more from companies when they are being rewarded for purchases (Points.com) 

·        Reasons for frustration with the redemption process: expired points (43%), not enough points to redeem (39%) and the reward              item not being available (37%) (Colloquy) 

·        Merchant funded rewards programs are 80% less costly than traditional loyalty programs (Aite) 

·        50% of consumers changed their behavior to reach a higher tier within a loyalty program (Colloquy) 

·        71% believe that customer experience efforts provide a competitive advantage (SAS) 

·        70% of executives named customer retention as the #1 objective of loyalty programs (Forrester) 

·        56.8% of consumers are more likely to participate in programs that offer exclusivity-based rewards, such as VIP status                              (TechnologyAdvice) 

·        26% of consumers watch the timing of loyalty promotions and adjust their purchasing to these time periods (Colloquy) 

·        40% of women and 31% of men said when doing their 2014 holiday shopping, they will choose retailers that operate loyalty                    programs in which they participate (Colloquy) 

·        Loyalty programs can increase a brand’s market share by 20% and improve customer acquisition by up to 10% (Aimia) 

·        Free products/services (63%) and exclusive promotions (24%) are the most popular rewards (Hotels.com) 

·        Fees (68%) and privacy (56%) are leading reasons consumers won't join loyalty programs (Bond) 

·        40% of members feel their values are aligned with the values of their loyalty programs (Maritz) 

·        32% of Americans believe that the privacy of their personal information is an important attribute of a loyalty program (Mintel) 

·        43% of shoppers are willing to share loyalty program data (Cognizant) 

·        80% of members want plenty of options for accruing points (Cognizant) 

·        What consumers see as important in a loyalty program: Ease of redeeming rewards (55%), ease of earning points (51%),                        monetary rewards (51%), access to exclusive deals and coupons (36%), easy enrollment options (22%) (Mintel) 

·        54% are unhappy with the reward options offered by their favorite brands (Colloquy) 

·        48% have experienced frustration during the reward redemption process (Colloquy) 

·        90% want to receive communications from loyalty programs; only 46% deem those communications relevant - 93% of that 46%            report very high overall satisfaction (Bond) 

·        Small businesses that send loyalty members two to three communications per week see three times more customer visits than                  businesses that do not send any communications (SpotOn) 

·        68% of Millennials wouldn't be loyal to a brand without a strong loyalty program (Bond) 

·        74% loyalty program members prefer to be communicated with via email; 46% want to receive communications from three or                more channels (Maritz) 

·        80% of members agree that loyalty programs are worth the effort (Maritz) 

·        64% of consumers said that rewards programs are overcomplicated, and 63% said they are hard to use (Collinson Latitude) 

·        86% of consumers said more reward choices would help improve their experiences (Collinson Latitude) 

·        69% of consumers are unhappy with the level of service offered by their program (Collinson Latitude) 

·        Email messages sent to loyalty program members result in 40% high open rates, 20% higher click through rates, and 10% higher          sales revenue per message compared with emails sent to customers who aren't (Experian) 

·        Members of a loyalty program are 40% more likely to click “open” on promotional emails (Merchant Warehouse) 

·        43% of marketers answered “I’m not sure” when it came to their company’s annual budget for a loyalty, platform, software, and/or          tools (Big Door) 

·        57% of loyalty marketers were not completely confident in their loyalty program (Big Door) 

·        57% of loyalty program members agree that, “My experience with the program is consistent with the brand overall.” (Bond) 

·        66% of consumers indicate that unique experiences (VIP Treatment, for example) matter (Deloitte) 

·        84% report that personalization impacts customer retention and loyalty (Exact Target) 

·        41% of those who have submitted an insurance claim are still likely or very likely to switch to another provider in the next year                (Accenture) 

 

Retail/Shopping Loyalty Statistics

·        There are 193.9 million department store loyalty program memberships, a 70% increase since 2011 (Colloquy) 

·        There are 142.4 million drug store memberships, 45% increase (Colloquy) 

·        There are 360.5 million specialty retail memberships (Colloquy) 

·        More than 70% of retail and restaurant customers visit only once (Thanx) 

·        92% of consumers belong to at least one retail program (Cognizant) 

·        61% of retailers cite customer retention as their biggest challenge (Retail Systems Research) 

·        64% of retailers say their loyalty/rewards program is the best way to connect with consumers (Forrester) 

·        46% of retailers say loyalty programs are the best sales drivers (Forrester) 

·        80% of shoppers would switch stores or brands when offered a compelling promotion (Market Track) 

·        83% of consumers belong to one or more brand/store loyalty programs, and 13% said they belonged to five or more (Dailybreak            Media) 

·        84% said they're more likely to visit the website of a retailer with a loyalty program (Neilsen) 

·        75% of consumers would switch brands if offered real-time discounts and promotions that were delivered to their smartphones                while shopping (AisleBuyer) 

·        68% state that coupons generate loyalty (RetailMeNot) 

·        Factors that would inspire a consumer to complete a purchase: competitive pricing (61%), superior products (36%), superior                  customer experience (35%), customer loyalty programs & relevant promotions (31%) (Accenture) 

·        In the consumer electronics industry, fully engaged shoppers make 44% more visits per year to their preferred retailer than do                actively disengaged shoppers (Gallup)

·        41% are loyal to the women’s apparel brands they wear (The Marketing Store) 

·        54% are loyal to their favorite grocery store (The Marketing Store) 

·        26% consider retailers’ loyalty programs worth joining (Cognizant) 

·        65% of millennials, 62% of Gen Xers, 45% of young baby boomers (44-53), and 37% of those 54 and older have abandoned an            in-store purchase due to information found on their smartphones (eMarketer) 

·        32% of loyalty program members are enrolled in grocery/drugstore chains programs (Hotels.com) 

·        42% of customers prefer to receive rewards while they shop (The Logic Group) 

·        76% of shoppers consider one of loyalty programs’ most valuable attributes to be recognizing shoppers based on their status                  (Cognizant) 

·        70% said they would remain loyal to certain retailers because of good customer service (PriceGrabber) 

·        Amazon Prime, Target REDcard and Cabela’s Club Rewards are the three highest-rated retail loyalty programs (Bond) 

·        Restaurant loyalty programs increase visits by 35% (Loyalogy) 

·        50% belong to a restaurant frequent diner program (Deloitte) 

·        49% of Hispanics have modified which brands they buy in order to maximize the benefits received (Bond) 

·        73% of consumers would recommend a restaurant more if it offered an appealing rewards program (Loyalogy) 

·        Just 25% of customers consider loyalty programs important when choosing a restaurant (Deloitte) 

·        The restaurants that inspire the highest "intent to return" responses are In-and-Out Burger (54%) and Papa Murphy's Pizza (52%)          (Technomics) 

·        75% of consumers would like to have one rewards program membership that was honored at multiple restaurant chains                          (Loyalogy) 

·        Only 31% of brands are considered a 'must have' - one that shoppers would buy whether on sale or not (Deloitte) 

·        91% of back-to-school shoppers would shop elsewhere if a competing store offered a promotion or rewards program (Merchant              Warehouse) 

·        58% of retailers agree loyalty campaigns can have a positive impact on their back-to-school shopping season, only 34% plan to              run a loyalty campaign during the 2014 back-to-school shopping season (Merchant Warehouse) 

·        57% of consumers were unlikely to return to a business after their personal data was breached (SafeNet) 

·        69% of the general population said an expert session with a chef or nutritionist would motivate them to shop more with the grocer          offering the session (LoyaltyOne) 

·        Over time, a Facebook fan of a brand will spend 50% more than those who are not (Collective Bias) 

·        Facebook fans bought 125 more items than a typical customer, 35% more than the typical customer (Collective Bias) 

·        Facebook fans visited the store 30% more than a typical customer per year (Collective Bias) 

·        60% of customers indicated they will use rewards for gifting during the holiday shopping season (Colloquy) 

·        42% of shoppers use loyalty points to fund their shopping (Bond) 

·        66% of consumers will shop at their favorite retailers during the holiday season (Bond) 

·        44% of shoppers will buy their favorite brands as gifts for others during the holiday season (Bond) 

·        35% of consumers plan their holiday purchases to maxi­mize their loyalty earnings during holiday shopping (Colloquy) 

·        41% of consumers choose retailers and brands where they can earn points during holiday shopping (Bond) 

·        20% of consumers adjust their gift ideas based on which products offer significant bonuses and related rewards (Colloquy) 

·        85% of retailers are in search of ways to add value to their retail offerings outside of discounts, promotions and /or loyalty                        programs (Colloquy) 

·        83% of retailers say that giving loyalty programs members more reward options is important (Colloquy) 

·        27.5% of retailers report that customer loyalty increased due to deploying in-store customer WiFi (EarthLink Holdings) 

·        The loyalty promotions most likely to encourage a consumer to shop at a specific store:

·        Gift cards (52%), coupons (49%), cash-back offers (48%) special promotions (46%), reward points (46%), early access to a                    product or event (10%) (Colloquy)

 

Mobile/Online Loyalty Statistics

·        39% of American consumers would leave to a competitor's website and never return to a retailer's site after a "poor" user                        experience (Maxymiser) 

·        89% of consumers will go elsewhere if their first e-commerce purchasing experience with a brand isn't up to standard (PIP) 

·        37% of US mobile phone users have used mobile reward program apps to collect or redeem points, and 21% were interested in              trying one (451 Research) 

·        37% of marketers used mobile campaigns for loyalty efforts were the most popular type of mobile campaign (Salesforce) 

·        86% of marketers ranked mobile loyalty campaigns as very effective or effective (Salesforce) 

·        1% of a retail website's users generate as much as 40% of its revenues (Qubit) 

·        72% of consumers say social media helps them stay more engaged with brands (Lithium) 

·        66% of 18-24 year-olds are more loyal to companies they follow through social media (Social Habit) 

·        91% of members are likely to download a program’s application (Maritz) 

·        73% of smartphone users are interested in interacting with their programs through their mobile device (Maritz) 

·        72% of consumers only want to interact with a brand when they comment on social media channels (Accent)> 

·        64% of millennials, 79.6% of Gen-X'ers, and 66.2% of baby boomers say loyalty programs drive them to interact with a brand                online (Dailybreak Media) 

 

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