UK Loyalty Programs 2023

How Investing in Loyalty Can Help Retailers and Brands Beat the Cost-of-Living Crisis

Report by Carina Perkins  | Jun 29, 2023
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Table of Contents
Report Snapshot
Consumer loyalty is coming under pressure.
Retailers and brands should continue investing in loyalty programs.
What can retailers and brands do to make their loyalty programs effective?
What else should retailers and brands keep in mind?
Sources
Media Gallery
About This Report
The cost-of-living crisis is forcing UK consumers to change where they shop to save money. To attract and keep customers, retailers and brands across all sectors need to invest in loyalty programs—and understand what shoppers want from them.
Topics
Loyalty
United Kingdom
Table of Contents
Report Snapshot
Consumer loyalty is coming under pressure.
Retailers and brands should continue investing in loyalty programs.
What can retailers and brands do to make their loyalty programs effective?
What else should retailers and brands keep in mind?
Sources
Media Gallery

Report Snapshot

UK consumers are instinctively loyal, but economic challenges are forcing some shoppers to switch brands to save money. At the same time, retail margins are being squeezed, making customer retention more important than ever. To make sure shoppers keep coming back, retailers and brands across all sectors need to invest in loyalty programs—and understand what customers want from them.

Key Question: Why should retailers and brands invest in effective loyalty programs in 2023?

What Would UK Adults Like From a Loyalty Program? (% of respondents, Nov 2022)
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KEY STAT: As the cost-of-living crisis continues, UK consumers are looking for savings. When they sign up to loyalty programs, 70% want discounts, compared to just 11% who want to feel part of the brand’s community.

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Table of Contents

  1. Report Snapshot
  2. Consumer loyalty is coming under pressure.
  3. Retailers and brands should continue investing in loyalty programs.
  1. What can retailers and brands do to make their loyalty programs effective?
  2. What else should retailers and brands keep in mind?
  3. Sources
  1. Media Gallery

Charts in This Report

What Would UK Adults Like From a Loyalty Program? (% of respondents, Nov 2022)UK Adults Who Left a Brand They Previously Were Loyal to in Order to Save Money, by Age, Aug 2022 (% of respondents in each group)
How Attached Are UK Consumers to Brands? (% of respondents, by category, Nov 2022)Greatest Benefits of a Successful Personalization Strategy According to Marketers Worldwide, 2022 & 2023 (% of respondents)
What Do UK Shoppers Typically Value Most When Retailers/Brands Try to Offer Personalized Experiences? (% of respondents, April 2023)Biggest Challenges Relating to Offers and Discounting According to Loyalty Program Professionals Worldwide*, Feb 2023 (% of respondents)
Which Retail Membership Services Do UK Adults* Subscribe to? (% of respondents, April 2023)UK Adults Who Left a Brand They Were Previously Loyal to Due to Sustainability Practices, by Age, Aug 2022 (% of respondents in each group)

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authors

Carina Perkins

Contributors

Sky Canaves
Senior Analyst, Retail & Ecommerce
Suzy Davidkhanian
Principal Analyst, Retail & Ecommerce
Blake Droesch
Analyst
Angela Kim
Senior Researcher