What do customers want from a loyalty programme?

Chart of the day: Over half of loyalty program users in North America don't know if the program offers a mobile app

There is a huge demand for mobile apps for loyalty programs, according to the large scale loyalty program study by Bond Brand Loyalty.

Loyalty program behaviours and wants

Over half (55%) enroll online, compared with just over 3 in 10 (32%) at the brands location. Almost 6 in 10 (57%) want apps from their loyalty programs but over half (52%) don't know if the program has an app.

There isn't enough personalisation

36% are very satisfied with their loyalty program, whilst just a quarter are happy with the level of personalisation.

Over 3 in 10 (33%) trust loyalty programs, however only a quarter (25%) are happy with the rewards.

In North America, the average number of programs customers have joined is 14, whilst it's around 6 which they are actively using.

• Source: Bond Brand Loyalty in association with Visa
• Sample: 28,000 North American customers
• Recommended resource: Customer Retention Planning Guide 

Contributer : Smart Insights