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Global Consumer Loyalty Research: eBook Series

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CATEGORY

White Paper, Consumer, Transformative Research & Insights

To create impactful loyalty programs, understanding your audience is essential. That’s why we conducted a global survey with 10,000 consumers to uncover key insights into behaviors and preferences when interacting with loyalty programs.

This research explores consumers' motivations to join and engage with loyalty programs. We considered the topics of personalized offers, preferred channels and how AI is driving interest and innovation in this space.

Featuring contributions from Forrester, Antavo and top industry experts from EPAM, this eBook series provides critical data and insights to shape your loyalty initiatives.

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Key Findings

70%

Say that discounts and rewards are their main motivations to join a program

93%

Say that customization is their favorite feature

Multi-partner and grocery programs dominate

59%

Uses mobile apps as their preferred channel

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56%

Say AI would impact their interest in loyalty programs

43%

Mention grocery retail programs as their favorite

Payback program dominates

67%

Say mobile app is the preferred channel

Coming Soon ...

93%

Say they are missing information in their loyalty programs

71%

Actively use 1-3 Loyalty Programs

Carrefour and Leclerc programs dominate

71%

Would rather shop with brands that let them share the loyalty accounts

Coming Soon ...

81%

Would rather shop with brands that let them pick how they earn rewards

49%

Desire no expiration of points

PC Optimum and Amazon Prime programs dominate

74%

Actively use between 1-3 loyalty programs

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75%

Say that discounts and rewards are their main motivation to join a program

88%

Affirm scan receipts to obtain a reward worth it

Tesco Clubcard program dominates

45%

Value different ways to earn points as their favourite feature

Coming Soon ...

81%

Affirm AI would impact their interest in loyalty programs

96%

Say customization is their favorite feature

Amazon Prime program dominates

70%

Say mobile app is their preferred channel

Coming Soon ...

73%

Would rather shop with brands that let them customize rewards

82%

Find easy to scan or enter a code to register the purchase

Bol and Albert Heijn programs dominate

91%

Lack information about their loyalty programs

Coming Soon ...

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HEAR FROM OUR CONTRIBUTORS

“Brand loyalty will decline 25%, but usage of loyalty programs will increase. Price sensitivity and high prices loom on consumers’ horizons. Price sensitivity breeds brand switching — Forrester finds that a top-five reason why US, UK, and Australia online adults try a new brand is that it is “cheaper than buying from other brands. In 2025, expect consumers to be less loyal to brands in general but more committed to brands that assure them value without the hassle of the haggle.”

HEAR FROM OUR CONTRIBUTORS

“Antavo's research with program owners shows only 37% currently use AI, mainly for customer support and reporting, with agencies adopting it more than in-house teams. We predict AI will grow in loyalty programs, integrating data from various platforms and automating personalized rewards based on customer preferences. AI Agents will also assist in generating reward ideas and managing budgets for tailored experiences.”

Zsuzsa Kecsmar
Chief Strategy Officer, Antavo

01 / 02
 

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