Report: Consumers favour retailers offering customer loyalty programs

New Nielsen research finds consumers are more likely to return to a retailer if they have a program in place

More than half of Australian consumers will spend more with a retailer who offers a loyalty program over one who doesn’t, new research from Nielsen has found.

According to the latest Global Loyalty Sentiment Survey, 57 per cent of Australians are more likely to return to a retailer if they have a loyalty program in place, and 48 per cent will spend more if they know they’re going to be rewarded.

Across the global pool of respondents, 72 per cent also said they’d buy from a retailer with a loyalty program over one without.

Monetary incentives top the list of offers most desired by global consumers, such as product discounts (51 per cent), rebates or cashback offers (45 per cent), followed by free products (33 per cent). Frequent flyer points then ranked as the highest non-monetary benefit.

Across the split of millennials versus boomers, product discounts were more valuable to older consumers, while discounted shipping got a higher favourable response from millennials (17 per cent versus 9 per cent).

In addition, 67 per cent of Australian consumers participating in a loyalty program said it’s appealing to be able to earn rewards regardless of whether a purchase was made in-store, on a website or on a mobile device. This compared to about 80 per cent of global respondents.

“Flexibility is very important to Australian shoppers, now having access to an omnichannel experience when it comes to shopping,” commented Nielsen director of retailer services, Megan Treston. “This means they have access to bricks and mortar stores, online shopping, telephone sales and more.”

Treston said tailoring loyalty benefits for specific consumers, and using loyalty program elements to do this, such as an app, email or in-store integration, will also help retailers personalise rather than simply discount.

The Nielsen survey was based on more than 30,000 respondents across 63 countries including Australia.

Australia, along with Vietnam and New Zealand, were found to have the highest proportion of loyalty program participants across Asia-Pacific (84 per cent, 84 per cent and 83 per cent, respectively).

As it currently stands, presenting a membership card to be scanned remains the most common method of loyalty programs in Australia (81 per cent), against a global average of 45 per cent.Much higher across Asia-Pacific was looking up an account via a phone number, email address or other personally identifiable information in-store.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

Join the newsletter!

Error: Please check your email address.
Show Comments

Blog Posts

Innovations in retail will bring creative and technology closer than ever

While approaching a customer in a shop and asking what you can help them with is Retail 101, how many of us actually enjoy being approached? Generally, you have to give the forced, fake smile and say, “Just browsing, thanks,” while screaming on the inside, “just leave me alone!” Maybe it’s just me?

Jason Dooris

CEO and founder, Atomic 212

There’s a brand in my digital soup

Not a day passes by in the life of business executives where digital innovation or the prospect of disruption is not front of mind. This in turn, drives an unrelenting flow of questioning, discussion and strategy papers.

Jean-Luc Ambrosi

Author, marketer

Can marketers trust agencies again?

Unless you’ve been marketing under a rock, you’ll probably have questioned whether your media agencies are offering you transparency.

Nic Halley

Founder and managing director, Mindbox

Minor correct Nadia, just wanted to clarify that the "Marketo consultants" that did this work, were actually Hoosh consultants

Fab Capodicasa

What it's taking for Edible Blooms to grow a stronger personalisation strategy

Read more

Im not surprise though, been in the industry for couple of years and I feel and see it with my tow eyes how eCommerce platforms innovated...

Jason Smith

Australia Post earmarks $20m for Australian ecommerce innovation investment

Read more

For marketers that are "going Agile" I recommend using Ravetree. It's a really powerful suite of tools for Agile project management, reso...

Janice Morgan

7 ways to run your marketing department like a software startup

Read more

Over the years very part of our lives has become technological. That’s why I am not surprised to see that Australian home loans are going...

GreatDayTo

Why Aussie Home Loans is embracing digital transformation

Read more

Please be alerted eHarmony is a 17+ years old obsolete site. eHarmony is only supported by a big marketing budget and not by serious scie...

FernandoArdenghi

CMO interview: eHarmony CMO reveals what it takes to foster great team relationships

Read more

Latest Podcast

More podcasts

Sign in