customer loyalty statistics

45+ Customer Loyalty Statistics you Should know in 2022

Voiced by Amazon Polly

Making your customers happy should be a top priority if you want to succeed. Research shows that customer loyalty is one of the major driving factors to move a venture forward. Therefore, we’ve listed some of the most vital customer loyalty statistics to help you ensure that your clients are satisfied and keep returning.

Important Customer Loyalty Statistics You Should Follow

  1. 33% of retailers have executed features that allow loyalty members to track points, and 29% enable them to redeem rewards or obtain alerts when they reach a rewards threshold. (eMarketer)

  2. 40% of retailers are expected to integrate mobile app payment with their loyalty program in the next 2 years.  (eMarketer)

  3. 37% of respondents intended to tap their loyalty account through a retailer app, just behind the 49% who desired to download mobile coupons and 46% who expected to look up for reviews.  (eMarketer)

  4. Effective brand representatives lead to 3.9X higher member satisfaction. (Access Development)

  5. Americans across-the-board report reveals that people talk more about poor experiences (15 people on average) than good ones (11). (American Express)

  6. 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel.  (Mckinsey)

  7. Approximately 80% of businesses still trust email marketing to maintain their client retention rate. (Emarsys)

  8. The probability of selling to an existing customer is 60-70%. (Altfeld)

  9. The Pareto Principle reveals that 80% of your profits come from just 20% of customers. (Forbes)

  10. Around 59% of internet users think earning rewards and loyalty points is one of the most valued aspects of the shopping experience. (eMarketer)

  11. 87% of Americans are willing to have details of their activity tracked for more personalized rewards and brand experiences. (Bond)

  12. Over 70% of customers are more likely to suggest a brand if it has a useful loyalty program. (Bond)

  13. 51% of US retailers intend to provide offers or discounts exclusively for mobile app users to influence sales growth positively. (RetailMeNot)

  14. Around half of the surveyed population said they would rarely buy something different if they like a brand. It includes 55% of older millennials, 53% of younger millennials, and 51% of Gen Z. (Business2Community)

  15. Loyalty programs are booming. For instance, 77% of customers participate in a retail loyalty program, 46% have entered a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. (Adobe)

  16. Offering different incentives entices customers. For instance, customers find financial rewards (61%) and highly tailored programs to their requirements (58%) much more enticing. (Adobe)

  17. 73% of members are more likely to recommend brands with good loyalty programs. (Bond Brand Loyalty Report),

  18. Members of loyalty programs yield between 12%-18% incremental revenue growth per year than non-members.  (Adobe)

  19. Improving sales revenue acts as the leading factor for determining the success of the promotions that retailers and brands give to customers (56%), then new customer growth (55%), and brand awareness (50%).  ( RetailMeNot)

  20. 49% of customers don’t understand whether an app is associated with their loyalty program. (Bond Brand Loyalty Report)

  21. 57% of customers would enjoy engaging with loyalty programs via a mobile device.  (Bond Brand Loyalty Report)

  22. 9 of the top 10 brands in the 2018 top 100 loyalty leaders ranking are digital brands, with Amazon on NO. 1 spot. (Brand Keys)

  23. The top three brands on the Loyalty Leaders list are Amazon online retail, Google for search engines, and Apple for smartphones. According to (Brand Keys)

  24. 68% of customers stated that cost was the top factor that impacts where they shop, then proximity (55%), product selection (53%), online customer reviews (36%), and brand loyalty (34%).  (Uberall)

  25. 88% of respondents suggested that quality is crucial in their decision to stay loyal to a brand; 72% specified customer service as a top priority.  (Hyken)

  26. 48% of respondents stated that the most crucial time for a company to earn their loyalty was when they make their first purchase or start service. (Hyken)

  27. 31% of US retailers surveyed were responsive to their customers on social networks, and 25% had customer service reps available via chat, text, or email. (eMarketer)

  28. 86% of retailers partner with websites and apps that focus on deals, cashback & loyalty.  (RetailMeNot)

  29. 72% of retailers make use of mobile marketing to push in-store sales for their business.  (RetailMeNot)

  30. Customer loyalty generates profits. For example, improving customer retention by just 5% increases profits by 25% to 95%.  ( Bain & Co.)

  31. 67% of customers said a good customer experience motivates them to stay longer or spend more money.  ( Forbes)

  32. 84% won’t return to a retailer if they’ve had a poor experience while returning a product. (Klarna)

  33. 78% of shoppers will purchase more in the long run if a retailer offers free returns. (Klarna)

  34. Shoppers who are emotionally connected with a brand have 4x higher lifetime value than the average customer.  (Motista)

  35. A decade-long survey from 2006-2016 analyzed the growth trends of loyalty programs in the US and discovered that memberships have increased from 3.3 million to 3.8 billion from 2014 to 2016 alone. Despite the recession, loyalty program membership has witnessed steady growth. (Statista)

  36. During a poll conducted in the US in 2016, 60% of people surveyed replied that they would be interested in obtaining emailed codes for use at checkout.  (Statista),

  37. Brand marketers’ top priorities in 2018 were customer experience (25%), brand awareness (18%), new customer acquisition (18%), customer retention/loyalty (17%), and engagement (15%).  (Bynder and OnBrand),

  38. 70% of businesses enhance client experience because customers expect more personalization, while 60% want to enhance customer loyalty.  (Access Development)

  39. 49% of customers say their buying decisions are impacted by social media posts of their friends and by a brand or retailer they follow on social media (30%).  (AdTaxi)

  40. 47% of millennial women know their favorite brand’s origin story, 41% know who launched it, and 40% follow the founder or someone affiliated with their top brands on social media. (Merkle and Levo)

  41. 40% of customers would prefer to opt-in to a promotion or exclusive offer than have brands utilize the information they willingly provide on social media (13%) or their activity on a brand’s website (17%) to decide whether they should receive the offer. (Kelton)

  42. 53% of customers said they would be more likely to consider transparent brands on social media for their next purchase. But, at the same time, a lack of transparency might lead 86% to buy from a competitor. (Access Development)

  43. 1/3 of consumers would buy more from brands if their CEO showed transparency on social media, and 63% said CEOs with their profiles better represent companies. (Access Development)

  44. 31% of loyalty card members followed brands on social media. So it gives marketers another platform to reach loyal customers. (eMarketer)

  45. When customers are unhappy, they’re much quicker to act. For example, 1/2 doing business with a company instantly after a bad sales/marketing experience, one-quarter took to social media, and 54% started engaging with other companies. ( Adobe) 

  46. Most consumers (62%) don’t think that the brands they’re most loyal to are doing enough to reward them.  (Hyken)

  47. Even the customers who spend the most at your company aren’t necessarily loyal. According to the advisory firm, 25 to 50% of a brand’s highest-spending customers also shop with its competitors. (Mckinsey)

  48. The company’s highest-spending customers are also the most likely to check out numerous brands. These big spenders are the fastest to look elsewhere when they think their relationship with a brand is beginning to go awry. (Harvard Business School)

  49. 44% of US customers are loyal to brands that engage them by asking for help designing or co-creating services and products. (Annex Cloud)

These are some of the customer loyalty statistics that will help you in succeeding your business.


After reading this post, you may get an idea of customer loyalty as these customer loyalty statistics show how important it is. Therefore, don’t forget to leverage it as much as you can.



Shivani is a content writer at InviteReferrals. She writes SEO articles, blogs, and guest posts for businesses to improve website ranking on SERP. She follows a balanced approach for the quality of content and its marketing. She loves to do creativity, although she had an English major in her graduation.

Add comment