As of November 2023, approximately **** in five adults surveyed in the United States considered customer support, range of options, availability, and data privacy policies as important factors in keeping them loyal to a brand. Brand purpose ranked last among the presented factors, chosen by ** percent of the respondents.

Nearly ** percent of consumers surveyed in the United States, the United Kingdom, Germany, and Australia in 2024 considered high-quality products a main driver of brand loyalty. While the product itself is crucial for keeping engagement, other factors also play key roles in the relationship between customers and brands. For instance, **** out of 10 respondents mentioned brand longevity as a top aspect positively impacting their loyalty. Building trust is paramount to winning loyalty According to the same survey, around ********* of customers mentioned a brand conducting false, deceiving advertising as a factor negatively influencing their loyalty. This aligns with another study, which revealed that misleading claims and aggressive sales tactics were the main reasons for U.S. consumers to avoid brand purchases. These issues were each mentioned by over ** percent of surveyed customers, highlighting the importance of trust in the relationship with a brand. Balancing act: quality, trust, and incentives While quality and trust may lead the way in building loyalty, incentives still matter to a lot of consumers. A 2024 survey revealed that ** percent of consumers in the United States, the United Kingdom, and France would reconsider a brand they switched away from if it offered more attractive discounts or coupon codes. However, over ** percent also cited improved product quality or better customer service as factors that could win back their loyalty. This suggests that quality takes precedence, but brands must strike a balance between maintaining high standards and offering competitive incentives to retain and regain customer loyalty.

During a 2024 survey, ** percent of responding consumers from the United Kingdom stated that they considered themselves loyal to certain retailers, brands, or stores. A year earlier, the share stood at ** percent.

During an early 2020 survey, ** percent of Generation X respondents (born between 1965 and 1980) stated they felt loyal towards their favorite brands, whereas **** percent said they did not. Among Millennials and Generation Z (born between 1981 and 2000), the share of loyal consumers stood at nearly ** percent.

According to the survey conducted in February 2023 in the United States, ** percent of Generation Z consumers valued brands that prioritize the environment. Nearly ** percent of respondents considered quality a driver of brand loyalty, while ** percent of Gen Zers mentioned brands that provide the best value for the consumer budget.

During a 2024 survey, it was found that ** percent of responding consumers from Australia, Germany, the United Kingdom, and the United States were truly loyal to a certain retailer, brand, or store. A year earlier, the share stood at 31 percent.

Tillamook had the most loyal ice cream consumers in the United States, according to a survey in 2024. ** percent of ice cream consumers who had shopped the brand intended to do so again in the future. The lowest loyalty belonged to Meadow Gold, with just ** percent of consumers saying they would likely purchase the brand again in the future.

According to the findings of a 2022 survey, brand loyalty among consumers in the United States was the highest for the automobile industry, with a loyalty score of *****. Major appliances and airlines followed in the ranking with loyalty scores of ***** and *****, respectively. U.S. shoppers had the least brand loyalty for brands in the toys industry.

In a survey conducted in December 2022 among Australian consumers on what brand loyalty means to them, around ** percent of those surveyed indicated that buying from the same brand was their way of staying loyal to a brand. Approximately ** percent of respondents also said they expressed their loyalty to a brand by continuing to purchase from the brand despite cheaper products or services available from a competitor. Loyalty program usage in Australia Loyalty program enrollment has been relatively high over the past few years, with ** percent of Australian consumers reporting that they were enrolled in at least one loyalty program as of the first quarter of 2023. Loyalty program usage was the highest in New South Wales and Victoria, with over ** percent of active loyalty program members based in New South Wales. The quality of loyalty programs is key in member engagement, with around ********** of Australia’s loyalty program users reporting shopping more frequently and spending more with brands that have a good program. Successful loyalty program engagement strategies include gamification through, for example, challenges, multipliers, spin-the-wheel games, progress bars, so consumers can track their reward and points accumulation, and loyalty tiers, encouraging customers to aspire to advanced reward levels and benefits. Supermarket and airline loyalty Supermarket reward programs, as well as frequent flyer memberships, were the leading types of loyalty programs engaged with by Australian consumers in 2022. Coles Flybuys, Woolworths Everyday Rewards, Qantas Frequent Flyer, and Virgin Australia Velocity Frequent Flyer programs are some of the most popular loyalty schemes among Australia’s loyalty program users. In 2022, members of the Coles Flybuys and/or Woolworths Everyday Rewards programs reported primarily using their supermarket loyalty points to get cashback off groceries. Furthermore, in January 2023, Qantas’ Frequent Flyer program was ranked in **** place among the most valuable airline loyalty programs worldwide, estimated to be worth over **** billion U.S. dollars. Virgin Australia’s Velocity Frequent Flyer program was in the top 35, with a value of just shy of *** billion U.S. dollars.

In 2023, ** percent of responding consumers from the United Kingdom stated they felt like they well less loyal to brand now than they were a year earlier. The share inceased twice in a row.

During a May 2023 survey among the general population of selected countries worldwide, ** percent of all respondents agreed that consumers could discover things that make them loyal to a brand after their first purchase. The most significant share of survey participants who agreed stood among respondents in South Korea, with ** percent.

During a 2024 survey, ** percent of responding consumers from the United States stated that they considered themselves loyal to certain retailers, brands, or stores. A year earlier, the share stood at ** percent.

In the face of an upcoming recession in the United States, ** percent of consumers stated they are willing to switch to less expressive brands, according to a survey conducted in 2022. Roughly ** percent noted that they will keep loyal to brands they currently purchase but will consume them less often. Only ** percent of the surveyed consumers expected to maintain their shopping behavior, buying the brands they are used to and keeping the purchase amount and frequency the same.

During an early 2020 survey, ** percent of respondents from Mexico stated they felt loyal towards their favorite brands, whereas **** percent said they did not. In Japan, the share of loyal consumers stood at ** percent.

During a 2024 survey, ** percent of responding consumers from Germany stated that they considered themselves loyal to certain retailers, brands, or stores. A year earlier, the share stood at ** percent.

During a 2023 survey, ** percent of responding consumers from the United States said they expected personalized offers and/or discounts in exchange for brand loyalty. Exclusive offers were also named by ** percent.

According to the results of a recent survey conducted in the United States, around ** percent of respondents who recently bought skincare stated that they would stay loyal to the same brand as the most recent product they bought. Only ***** percent of participants said that they would mainly purchase other brands.

During a 2024 survey carried out in the United Kingdom (UK), ** percent of responding consumers stated that high-quality products positively impacted their brand loyalty. Approximately *********** said the same about brands that stayed out of politics.

According to a consumer survey conducted in Indonesia in 2020, ** percent of households surveyed would switch to another clothing and footwear brand that offered the same quality for a better price. Meanwhile, ** percent of them would not switch brands unless their brand of choice disappointed them a couple of times or on rare occasions. Since pricing might not be a factor some brands are willing to adjust, those who want to keep their consumers should look to innovative programs such as customer loyalty programs that could benefit them in the long term. The importance of a brand’s image The brand may be the first thing consumers consider when buying products. A strong brand image may bring about consumer loyalty and allows consumers to differentiate a product from others. Some of the strongest brands in Indonesia are also Indonesia’s most valuable brands. This proves that a strong brand can increase trust and loyalty among consumers, which would be financially beneficial for businesses in the long run. A possible option to mitigate decreasing consumer loyalty With competition within the sector and price being an important deciding factor for a consumer to switch brands, it may be challenging for brands to keep their consumers loyal. Learning from how Indonesian consumers behaved during the COVID-19 pandemic may help brands retain their customers. During this time, sectors such as FMCG saw a change in customer loyalty as large-scale social restrictions were enforced in Indonesia and people became curious about other brands due to spending more time at home. However, a recent survey found that discounts, bundlings, and cashback were some of the preferred product promotions during the pandemic. Offering such promotions may help increase consumer brand loyalty.

During a survey carried out in early 2024, ** percent of responding adult consumers from the United States stated that customer loyalty programs were very important to them when choosing where to shop or which brands to purchase. Another ** percent said that loyalty programs were somewhat important to them.