Loyalty Management Statistics 2024 – Everything You Need to Know

• Execs attribute 64% of a strategic initiative’s success or failure to their employees. ^[5]

Loyalty Management Adoption Statistics

• China recorded a high adoption usage at 63 percent; in the United States, while recording a relatively lower figure at 29 percent, popularity will likely continue as the concept takes hold. ^[6]

Loyalty Management Latest Statistics

• Consumers who engage in high performing loyalty programs are 78% more likely to pay higher premiums just to stay with a brand. ^[13]
• Consumers in paid loyalty programs are 62% more likely to spend more on the brand and 59% more likely to choose the brand over competitors. ^[13]
• Research shows a 6070% probability of selling to existing consumers compared to a low 5 20% probability of selling a product to new customers. ^[13]
• 58.7% of internet users worldwide stated that earning rewards or loyalty points was one of the most valued aspects of their retail shopping experience. ^[13]
• 69% of consumers in the U.S. reported that customer service is “very important” in their choice of or loyalty to a brand. ^[13]
• 58% of consumers would switch half or more of their spending to a provider that excels at personalizing experiences without compromising trust. ^[13]
• 58% of U.S. consumers stated that they would have to have “really bad” experiences with a brand to discontinue their engagement. ^[13]
• 77% of consumers said that they had held relationships with specific brands for 10 or more years. ^[13]
• This applies to 60% of millennials, despite their relatively young age. ^[13]
• A 10% increase in customer retention yields a 30% rise in the value of the company. ^[13]
• 75% of consumers in the U.S. indicated that they want to be rewarded for things like watching a brand video or taking a survey. ^[13]
• 40% of millennials in the U.S. prefer loyalty programs with interactive games, highlighting the importance of creating engaging and meaningful customer experiences. ^[13]
• 37% of consumers consider themselves loyal to the brand after five or more purchases. ^[13]
• 74% of millennials will switch to a different retailer if they receive poor customer service. ^[13]
• While, for gen X and baby boomer consumers, 86% and 85% respectively would switch immediately due to poor customer service. ^[13]
• 90% of companies have some sort of loyalty program. ^[0]
• Best Travel Insurance Companies Best Covid 19 Travel Insurance Plans 52% of American consumers will join the loyalty program of a brand. ^[0]
• 84% of loyalty program members have made a redemption from the program. ^[0]
• 18% of consumers engage with every loyalty program of which they are a member. ^[0]
• 65% of consumers engage with less than half of the loyalty programs to which they belong. ^[0]
• 15% of members interact with their loyalty programs daily, up from 10% in 2015. ^[0]
• 73% of consumers are more likely to recommend brands with good loyalty programs. ^[0]
• 79% of consumers say loyalty programs make them more likely to continue doing business with brands. ^[0]
• 39% of loyal customers will spend more on a product, even if there are other less. ^[0]
• Loyalty program members spend 27% more when the brand establishes a positive emotional connection. ^[0]
• 75% of consumers say they are likely to make another purchase after receiving an incentive. ^[0]
• 45% of consumers made one to three purchase because of incentives in the past year. ^[0]
• 18% of consumers say incentives always sway them to choose one brand over another, even if they’re loyal to the brand without rewards. ^[0]
• 62% of Gen Z are highly influenced by loyalty programs. ^[0]
• 32% of consumers strongly agree that a loyalty program makes their brand experience better. ^[0]
• Consumer Loyalty Statistics Editor’s Choice 82% of companies agree that retention is cheaper than acquisition. ^[7]
• 75% of consumers say they favor companies that offer rewards. ^[7]
• 56% of customers stay loyal to brands which “get them.”. ^[7]
• 65% of a company’s business comes from existing customers. ^[7]
• Increasing customer retention by just 5% boosts profits by 25% to 95%. ^[7]
• 58% of companies pursue personalization strategies for customer retention. ^[7]
• The probability of selling to an existing customer is 60. ^[7]
• In fact, loyalty statistics data proves that the probability of selling a product to a new customer stays at a low 5 20%, The Pareto Principle shows 80% of your profits come from just 20% of customers. ^[7]
• This means that, by studying the top 20% of your customers, you can work out how to attract similar people and increase your future profits. ^[7]
• 58.7% of internet users believe earning rewards and loyalty points is one of the most valued aspects of the shopping experience. ^[7]
• This was the second most common answer, only below “Quick and easy checkout” in the same product loyalty research, which stood at a high 83%. ^[7]
• 87% of Americans are willing to have various details of their activity tracked in exchange for more personalized rewards and brand experiences. ^[7]
• Over 70% of consumers are more likely to recommend a brand if it has a good loyalty program. ^[7]
• So much so that 77% of people are more likely to continue using a brand’s services if it has a loyalty program. ^[7]
• 95% of loyalty program members want to engage with their brand’s program through new and emerging technologies. ^[7]
• 56% of programs employ game mechanics in their loyalty programs. ^[7]
• 72% of US adults belong to at least one loyalty program. ^[7]
• 77% of brands could disappear, and no one would care. ^[7]
• This figure represents a 3% increase compared to the customer loyalty research from just two years ago. ^[7]
• 75% of consumers expect brands to make more of a contribution to their well being and quality of life. ^[7]
• Of all those people, only 40% actually believe brands are contributing to their overall quality of life. ^[7]
• 60% of brand created content is failing to deliver. ^[7]
• 69% of US consumers say customer service is very important when it comes to their loyalty to a brand. ^[7]
• 54% of consumers say they’ve had at least one bad customer service experience in the last month. ^[7]
• In fact, customer satisfaction statistics show the average American consumer is even more likely to tell 15 others about a negative experience they had with a business. ^[7]
• In 2014, this number was at 67%, which indicates that US businesses have realized the advantages that quality service offers. ^[7]
• 77% of consumers say they stayed loyal to specific brands for 10 years or more. ^[7]
• Despite their relatively young age, they already have long term relationships with brands at the rate of 60%. ^[7]
• 90.2% of US consumers feel equally or more loyal to a brand than they were a year ago. ^[7]
• 55.3% of consumers stay loyal to a brand because they love the product. ^[7]
• 51% of people cite this very reason, while only 23.5% of loyal customers abandon brands because of poor customer service. ^[7]
• 69% of US consumers do not trust advertisements. ^[7]
• 93% of consumers are more likely to make repeat purchases at companies with excellent customer service. ^[7]
• 74% of millenials will switch to a different retailer if they receive poor customer service. ^[7]
• This number is high, but it is also significantly lower when compared to gen X and baby boomer consumers, where an estimated 86% and 85% would leave after one bad customer service experience. ^[7]
• 90% of US consumers prefer national brands to store or local brands. ^[7]
• The biggest categories consumers are loyal to on the national level are electronic devices at 79%, apparel and footwear at 65%, and health and beauty products at 59%. ^[7]
• More than 50% of Americans have cancelled a purchase because of bad service. ^[7]
• Customer retention statistics additionally show 33% of US consumers consider abandoning a business and switching to a competitor after just one instance of bad user experience. ^[7]
• 50% of US consumers have left a brand they were loyal to for a competitor that better met their needs. ^[7]
• 37% of consumers feel they need at least five purchases to consider themselves loyal to a brand. ^[7]
• A third of people will say they are loyal customers after three purchases, while only 12% will consider themselves brand. ^[7]
• 61% of consumers think surprise gifts and offers are the most important way a brand can interact with them. ^[7]
• Other top answers from the research are a more convenient shopping process at 50%, solving a problem or a question at 45%, and recommending products based on needs at 27%. ^[7]
• 77% of consumers say they favor brands that ask for and accept customer feedback. ^[7]
• The same research found that 68% of consumers will view brands more favorably if they offer or contact them with proactive customer service notifications. ^[7]
• Globally, 67% of consumers feel like customer service is improving. ^[7]
• What’s more, the main reason for customer frustration at 30% is not being able to reach the support staff. ^[7]
• 48% of people expect specialized treatment for being a good customer. ^[7]
• 86% of customers say an emotional connection with a customer service agent would make them continue to do business with the company. ^[7]
• The same study found that only 30% of customers felt companies made that connection with them in 2018. ^[7]
• 75% of them believed those platforms are not viable for customer service. ^[7]
• Members of top performing loyalty programs are77% more likelyto choose your brand over the competition. ^[8]
• 20% of your current customers will make up80% of your company’s future revenue. ^[8]
• A 5% increase in customer retentionincreases profits by 25% to 95%. ^[8]
• Integrating a loyalty program with your e commerce platform canincrease average order quantity by 319%. ^[8]
• 64% of companiessay their loyalty program is the best way to connect with customers. ^[8]
• 63% of Millennial and Gen Z shopperswill not commit to brand that doesn’t have a loyalty program. ^[8]
• 67% morethan their peers. ^[8]
• 71% of loyalty program memberssay that their membership is an important part of their relationship with the sponsoring brand. ^[8]
• 65% of businessesuse their loyalty program to attract new customers. ^[8]
• 57% of businesseslist building stronger emotional brand connections with customers as their primary goal 50%use their loyalty program to gain insight and data about their customers. ^[8]
• 49%use their program to increase word of mouth referrals. ^[8]
• 42% of companiesuse their customer loyalty program to cross sell products and services. ^[8]
• 31% of loyalty programsare designed to increase customer spend or increase e. ^[8]
• 23% of businessesuse their loyalty program to re. ^[8]
• Over 57% of membersprefer to interact with their loyalty program on mobile devices. ^[8]
• 56% of membersprefer one loyalty program over another because of easeof use and accessibility. ^[8]
• 181% more companiesplan to incorporate elements ofgamificationinto their customer loyalty programs in the next 5 years. ^[8]
• Loyalty program emails have up to a55% open rateand17% click through rate– two times and eight times higher than MailChimp benchmarks !. ^[8]
• 36% of customersprefergift cardanddebit cardprograms. ^[8]
• Consumers are56% more likelyto join customer loyalty programs that offer tiered rewards and exclusive treatment for top customers. ^[8]
• The chances of selling to a new customer are 520% compared to 60 70% with existing customers. ^[14]
• 80% percent of your future profits will come from just 20 percent of your existing customers. ^[14]
• Existing customers contribute to 65 percent of a company’s business, which means that only 35% will come from potential newcomers. ^[14]
• Here are some of the most common reasons that your customers might make the switch A typical American business will lose 15 percent of its customers each year. ^[14]
• 68% of millennials report that they will not be loyal to a brand if that brand does not have a good loyalty program. ^[14]
• 78% of consumers have reported abandoning a transaction due to a poor customer service experience. ^[14]
• 60% of consumers have reported leaving a business due to unfriendly service, and 46% reported leaving due to an employee’s lack of knowledge. ^[14]
• 87% of shoppers reported that they want brands to haveloyalty programs. ^[14]
• This includes 55% of older millennials, 53% of younger millennials and 51% of Gen Z said the same thing. ^[14]
• 64 percent of brands reported an increase inloyalty membershipsin the past year alone. ^[14]
• Consumers are retracting loyalty, or switching loyalty programs faster than even three years ago, with 78% of consumers reporting they are retracting loyalty at a faster pace. ^[14]
• 54% of consumers say that they would consider doing more business with a company for loyalty rewards. ^[14]
• 46% said that they have already increased the amount of business with a company because it offeredloyalty rewards. ^[14]
• 80% of consumers say that they want a personalized experience and are more likely to do business with a company that offers one. ^[14]
• 44% of U.S. consumers are loyal to brands that engage them by asking for help in designing or co creating services and products. ^[14]
• 41% of Americans report loyalty to organizations that offer new products, services or experiences. ^[14]
• 33% of customers in the U.S. say they favor brands that offer a “multi sensory experience” using new technologies such as virtual reality or augmented reality. ^[14]
• 23% of U.S. consumers reported loyalty to brands that partner with celebrities. ^[14]
• 42% of American buyers are loyal to a brand that friends or family do business with. ^[14]
• The desire for fuel rewards is on the rise, with36%of consumers shopping more frequently at stores where they can earn fuel savings, compared to 26% in 2016. ^[14]
• 64% of Americans report participation in a program that will help them save on gas. ^[14]
• 73%of customers agree that the best promotions have discounted fuel with in. ^[14]
• U.S. consumers are ranking fuel rewards over cashbacks, with39%preferring fuel and 35% preferring cash. ^[14]
• 47%of millennial women said that they know their brand’s origin story. ^[14]
• 41%of millennial women know the name or names of brand founders. ^[14]
• 40%of millennials follow a brand founder or someone affiliated with top brands on social media. ^[14]
• 57% of millennial women agreed that their purchase decisions are driven by brand values and/or stance on important issues. ^[14]
• 75% of consumers are more likely to purchase from brands whose apps allow them to transact quickly. ^[1]
• An estimated 80% of customers in the developed world call phone based interactive voice response using a smartphone. ^[1]
• By 2025, it’s predicted that proactive outbound interactions will overtake reactive inbound interactions. ^[1]
• By 2025, it’s predicted that 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement. ^[1]
• By 2025, it’s predicted that 80% of customer service organizations will have abandoned native mobile apps in favor of messaging on third party social platforms. ^[1]
• The probability of selling to an existing customer is 60 70%, while the probability of selling to a new prospect is 5% to 20%. ^[1]
• 44% of companies have a greater focus on acquisition vs. 16% that focus on retention. ^[1]
• 65% of a company’s business comes from existing customers. ^[1]
• For most industries, the average customer retention rate is below 20%. ^[1]
• Loyal customers spend 67% more than new customers. ^[1]
• Only 40% of companies have an equal focus on acquisition and retention 89% of businesses see customer experience as a key factor in driving customer loyalty and retention. ^[1]
• 75% of consumers consider voice calls to be an effective form of customer service, 66% for chat, 58% for email and only 45% for messaging apps like Facebook Messenger. ^[1]
• Preference for voice call customer service rebounded by 10% in 2020 to be preferred by 43% of consumers , compared to 34%of customers in 2019. ^[1]
• In 2020, the most preferred method of contacting customer service was via voice call (43%), followed by chat (22%), email (14%), text (8%) and messaging app (7%). ^[1]
• 64% of customers expect tailored customer engagements based on past interactions. ^[1]
• In 2020, 40% of consumers reported having ceased doing business with an organization because of poor customer service, this is down 13% from 2017. ^[1]
• 27% of people are willing to pay 10% more for exceptional customer service. ^[1]
• 72% of consumers are likely to rate or review a customer service experience, down 8% from 2018. ^[1]
• Consumers are 2x more likely to rate or review a good customer service experience over a bad one. ^[1]
• Nearly 9 out of 10 consumers professed loyalty to brands, with almost 25% saying they’re in fact more brand loyal this year versus last year. ^[1]
• 90.2%ofconsumersconsiderthemselvesequallyormorebrandloyalcomparedtoayearago. ^[1]
• 90.2%ofconsumersconsiderthemselvesequallyormorebrandloyalcomparedtoayearago61.08%ofconsumersareloyaltytobetween15brands,26.19%areloyaltobetween610brands,and5.68%areloyaltobetween11. ^[1]
• 61.08%ofconsumersareloyaltytobetween15brands,26.19%areloyaltobetween610brands,and5.68%areloyaltobetween11. ^[1]
• When asked to define their brand loyalty, consumers overwhelmingly characterized it as repeat purchasing (67.8%), followed by love for the brand (39.5%) and then preferences despite price (37.7%). ^[1]
• Whenaskedtodefinetheirbrandloyalty,consumersoverwhelminglycharacterizeditasrepeatpurchasing(67.8%),followedbyloveforthebrand(39.5%)andthenpreferencesdespiteprice(37.7%). ^[1]
• Consumers that are loyal to a brand are more than willing to refer that brand (59%) to their friends and family, join their loyalty program (59%) and spend more (36%). ^[1]
• Consumersthatareloyaltoabrandaremorethanwillingtoreferthatbrand(59%)totheirfriendsandfamily,jointheirloyaltyprogram(59%)andspendmore(36%). ^[1]
• In 2020, 54% of consumers are shopping more cost consciously and are likely to continue doing so. ^[1]
• During the pandemic, 29% of shoppers increased purchase of budget brands, 10% increased purchase of midrange brands and 42% decreased purchase of premium brands. ^[1]
• Before considering themselves loyal, shoppers need to buy from the same company five or more times (37%), three times (33%), four times (17%), and two times (12.4%). ^[1]
• 41% of consumers are more likely to do their holiday shopping with brands they love. ^[1]
• 41% of consumers are more likely to do their holiday shopping with brands they love. ^[1]
• 15%ofconsumersaremorelikelytobuyfromabrandwhenshoppingforgiftsiftheyareapartoftheloyaltyprogram(Yotpo). ^[1]
• 15%ofconsumersaremorelikelytobuyfromabrandwhenshoppingforgiftsiftheyareapartoftheloyaltyprogram. ^[1]
• 95% of companies mention they engage with their customers through their website. ^[1]
• 95%ofcompaniesmentiontheyengagewiththeircustomersthroughtheirwebsite. ^[1]
• Emailisrankedasthemosteffectchannelforengagementandleadnurturingbycompaniesat68%Emailisrankedasthemosteffectchannelforengagementandleadnurturingbycompaniesat68%. ^[1]
• Email is ranked as an effective channel by companies for customer retention and loyalty at 71%. ^[1]
• Emailisrankedasaneffectivechannelbycompaniesforcustomerretentionandloyaltyat71%. ^[1]
• Personalization and relevance are ranked as the most important customer engagement related trend for businesses in the next five years by companies at 25%. ^[1]
• 77%ofbrandscoulddisappearandnoonewouldcare. ^[1]
• More than 50% of consumers say their loyalty depends on the brand or product/service. ^[1]
• 26% of customers said they tend to feel more loyalty to brands vs. products. ^[1]
• 30% of Millennials say they feel loyal to brands. ^[1]
• Brands trending well in customer loyalty include Airbnb, Netflix, Waze, Lyft and Nike 4 out of 5 people are more likely to engage with a brand that offers incentives. ^[1]
• 4outof5peoplearemorelikelytoengagewithabrandthatoffersincentives. ^[1]
• 66% of consumers said owning a company’s stock increases the likelihood of buying products from that company. ^[1]
• 66%ofconsumerssaidowningacompany’sstockincreasesthelikelihoodofbuyingproductsfromthatcompany. ^[1]
• 80% of shoppers said they grew to love a brand over time, 15% experienced love at first sight and 7% committed after a glowing recommendation from a trusted source. ^[1]
• 80%ofshopperssaidtheygrewtoloveabrandovertime,15%experiencedloveatfirstsightand7%committedafteraglowingrecommendationfromatrustedsource. ^[1]
• 46% of consumers have used social to “call out” brands. ^[1]
• 60% of consumers “call out” brands because of dishonesty, 59% because of bad customer service, and 57% because of rudeness in person. ^[1]
• 70% of consumers who call out brands on social media want to raise awareness among other consumers, 55% want an apology/solution. ^[1]
• 65% of consumers who see a complaint about a brand on social would think twice before buying from them again, but want to do their own research first. ^[1]
• , reviews (57%), word of mouth (46%), great shopping/buying experience (37%), loyalty perks/rewards (35%), ads (15%) and influencer endorsement (4%). ^[1]
• 82% of U.S. adults are loyal to brands and 84% are loyal to retailers. ^[1]
• 51% of 1821 year olds said they would like to try out different items even when they know there’s one they like . ^[1]
• 67% of Gen X and 75% of boomers said that when they find a product they like, they buy it over and over again. ^[1]
• Boomers said they stopped buying from a brand because the quality of products or services went down (24%), prices went up (17%) and some had customer service issues (14%). ^[1]
• Younger consumers were more likely to stop buying from a brand because of quality (32%), price (19%) and customer service issues (19%). ^[1]
• 56% of U.S. internet users have some brand preferences that they will look at first, but will usually consider alternatives. ^[1]
• 29% of U.S. internet users that make $100K+ tend to be loyal to specific brands and largely buy from them repeatedly vs. 18% of those that make $50K $100K and 18% of those that make under $50K. ^[1]
• 59% of U.S. internet users that make $100K+ have some brand preferences that they will look at first, but will usually consider alternatives vs. 64% of those that make $50K $100K and 52% of those that make less than $50K. ^[1]
• When making purchase decisions, 66% of consumers rely on customer ratings and reviews and technical product data (55%). ^[1]
• 59% of shoppers said useful and relevant search and navigation results were important for engagement. ^[1]
• 53% of consumers rated quality as the most important factor when making purchases compared to price (38%). ^[1]
• When asked to associate a variety of terms with the brands they are loyal to, Millennials were most likely to associate well priced given the quality (85%), reliable (81%) and high quality (80%). ^[1]
• 62% of affluent consumers ranked quality as the most important factor. ^[1]
• 19% of customers said they only give a brand one chance to fail before they leave. ^[1]
• Nearly 50% of customers say they’ve left a brand to which they were loyal to go to a competitor that is better at meeting their needs. ^[1]
• Prices would have to be at least 10% lower to get millennials to switch from one major retailer to a competitor. ^[1]
• 52% of millennials said they’d switch from one major retailer to another for discounts of 15% or more and 7% wouldn’t switch. ^[1]
• 76% of consumers that have aligned with a brand are likely to change their mind. ^[1]
• 30% of US consumers change brand often just for the sake of variety and novelty. ^[1]
• 6.5% of millennials considered themselves brand loyal, and those who prefer personalized communications have a 28% higher brand loyalty than those who do not. ^[1]
• 54% of U.S. consumers have switched providers in the past year. ^[1]
• 13% of customers are loyalists, who don’t shop around. ^[1]
• 29% of customers shop around, but ultimately repurchase from the same brand. ^[1]
• 58% of customers switch to a different brand. ^[1]
• 91% of consumers suggest that omnichannel experiences are either important or critical, with 29% suggesting that companies should be where I want, when I want, ready to share and communicate how I expect. ^[1]
• 91%ofconsumerssuggestthatomnichannelexperiencesareeitherimportantorcritical,with29%suggestingthatcompaniesshouldbewhereIwant,whenIwant,readytoshareandcommunicatehowIexpect. ^[1]
• 77% of consumers crave free products. ^[1]
• 75% of consumers expect discounts/offers. ^[1]
• 66% of consumers want free samples and 57% want free services. ^[1]
• 85%ofloyaltyprogrammemberswhohaveredeemedwiththeirmobilephonesaytheirexperiencewasimprovedbythattechnology. ^[1]
• 59% of U.S. shoppers have told someone about a negative experience they’ve had with a company. ^[1]
• 59%ofU.S.shoppershavetoldsomeoneaboutanegativeexperiencethey’vehadwithacompany. ^[1]
• 68%ofU.S.shoppershaverecommendedacompanytosomeonebasedonagoodexperience68%ofU.S.shoppershaverecommendedacompanytosomeonebasedonagoodexperience. ^[1]
• 76% of executives say improving customer experience is a high or critical priority. ^[1]
• 76%ofexecutivessayimprovingcustomerexperienceisahighorcriticalpriority. ^[1]
• 67% of customers say their standard for good experiences is higher than they’ve ever been. ^[1]
• 67%ofcustomerssaytheirstandardforgoodexperiencesishigherthanthey’veeverbeen. ^[1]
• 76% of customers say they expect companies to understand their needs and expectations. ^[1]
• 76%ofcustomerssaytheyexpectcompaniestounderstandtheirneedsandexpectations. ^[1]
• An estimated $1.6 trillion is lost every year in the U.S. as a result of poor customer service. ^[1]
• 67% of customers say they will pay more for a great experience. ^[1]
• 67%ofcustomerssaytheywillpaymoreforagreatexperience. ^[1]
• 56% of consumers say the overall enjoyment of the purchase experience is important in their decision to buy a product or service. ^[1]
• 53% of consumers said they would be more likely to consider brands that are transparent on social media for their next purchase, while a lack of transparency might lead 86% to purchase from a competitor. ^[1]
• One third of consumers would purchase more from brands if their CEO demonstrates transparency on social media, and 63% said CEOs with their own profiles are better representations of companies. ^[1]
• 66% of consumers agree that COVID 19 has strengthened the need for greater business involvement in improving social and environmental outcomes. ^[1]
• 50% of Americans strongly agree that companies need to have a core set of values and morals built into their business model, and 42% strongly agree that companies have the power to influence social change. ^[1]
• 33% of Americans say it is very appropriate for companies to take a stance or act on political or social issues. ^[1]
• 37% of consumers plan to spend more on American made products in the 2020 holiday season, up 6 points from the previous year. ^[1]
• 54% of teenagers age 16 19 say they have deliberately purchased or stopped using a brand because of its ethics 63% of teens are more likely to purchase from brands that support causes or charities that are important to them. ^[1]
• Teens are more likely than adults (57% vs. 49%). ^[1]
• 81% of teens cited quality and 80% cited value as the most important factors for purchase. ^[1]
• Secondary factors teens cited for purchase were whether brands ethically make their products (43%), don’t test on animals (42%) and are environmentally friendly (34%). ^[1]
• 37% of U.S. consumers show loyalty to brands that actively support shared causes, such as charities or public campaigns. ^[1]
• Two thirds of Gen Z consumers said their impression of a brand is positively impacted by its association with a social cause, and 58% report such an association could spur a purchase. ^[1]
• 12% of Gen Z consumers have a topof mind association between brands they know and a social cause. ^[1]
• 79% of Gen Z would engage with a brand that could help them make a difference. ^[1]
• 39% of U.S. consumers feel loyal to brands that connect them with other providers, giving them the ability to exchange loyalty points or rewards. ^[1]
• 39%ofU.S.consumersfeelloyaltobrandsthatconnectthemwithotherproviders,givingthemtheabilitytoexchangeloyaltypointsorrewards. ^[1]
• Less than 8% of customers claimed rewards were not at all important to their purchasing decisions. ^[1]
• Lessthan8%ofcustomersclaimedrewardswerenotatallimportanttotheirpurchasingdecisions. ^[1]
• 42% of consumers said incentives sometimes sway consumers to choose one brand over another, even if they’re loyal to the brand without rewards. ^[1]
• 45% of consumers made 13 purchases because of incentives in the past year, 22% made 46 purchases, 14% made no purchases, 10% made 10 or more purchases, and 9% made 7. ^[1]
• 45%ofconsumersmade13purchasesbecauseofincentivesinthepastyear,22%made46purchases,14%madenopurchases,10%made10ormorepurchases,and9%made7. ^[1]
• About 45% of consumers said digital prepaid cards were their preferred way to receive rewards. ^[1]
• About45%ofconsumerssaiddigitalprepaidcardsweretheirpreferredwaytoreceiverewards. ^[1]
• Consumers’topfrustrationswiththerewardsexperienceincludelongwaitforreward(46%),usererrors(34%),confusingredemptionprocess(34%),andtrackingpoints(27%). ^[1]
• Consumers’topfrustrationswiththerewardsexperienceincludelongwaitforreward(46%),usererrors(34%),confusingredemptionprocess(34%),andtrackingpoints(27%). ^[1]
• 75% of customers said they were likely to make another purchase after receiving an incentive. ^[1]
• 75%ofcustomerssaidtheywerelikelytomakeanotherpurchaseafterreceivinganincentive. ^[1]
• After receiving a reward, consumers are likely to perform the following actions over 75% made another purchase, over 50% discuss their experience with others, over 35% leave a positive review, and over 15% share their experience on social media. ^[1]
• Afterreceivingareward,consumersarelikelytoperformthefollowingactionsover75%madeanotherpurchase,over50%discusstheirexperiencewithothers,over35%leaveapositivereview,andover15%sharetheirexperienceonsocialmedia. ^[1]
• 26% of U.S. consumers think brands should do everything possible to earn their loyalty 55% of U.S. consumers express loyalty by recommending the brands and companies they love to family friends. ^[1]
• 43% of U.S. consumers spend more with the brands and companies they are loyal to. ^[1]
• 23% of U.S. consumers feel loyal to organizations that partner with social influencers 40% of consumers chose “satisfaction” to describe their experience with brands to which they are loyal. ^[1]
• Brands with a high sense of purpose have experienced a brand valuation increase of 175% over the past 12 years compared to the median growth rate of 86%. ^[1]
• 87% of retailers say taking a stand on social issues is worth the risk and 83% believe not taking a stand can negatively affect their bottom line 61% of consumers will recommend brands that align with their social values. ^[1]
• 65% of consumers based purchased decisions on the words, values and actions of company leaders. ^[1]
• Consumers are drawn to brands that are committed to using good quality ingredients (76%), treat employees well (65%) and are focused on reducing plastics and improving the environment (62%). ^[1]
• 52% of Millennials, 48% of Gen X and 35% of Baby Boomers feel it’s important that their values align with the brands they like. ^[1]
• A brand’s alignment with personal values is important to 52% of millennials, 48% of Gen X and 35% of baby boomers 44% of all consumers say they want retailers they shop at to share their values. ^[1]
• 66% of baby boomers, 50% of Gen X and 33% of millennials consider “American made” products to be a positive contributor to a brand’s perception. ^[1]
• 68% of Baby Boomers, 54% of Millennials and 59% of Gen X indicate products are equally as important as the brand’s values to their perception of the brand 35% of Millennials and. ^[1]
• 24% of Gen X say brands being overly political is important to their perception of the brand, while 56% of Baby Boomers say it is not important to their perception. ^[1]
• 51%ofcustomerssaythatbrandvaluesaffecttheirpurchasingdecisions51%ofcustomerssaythatbrandvaluesaffecttheirpurchasingdecisions. ^[1]
• 35% of customers are more likely to buy from a brand if it demonstrates that its values align with their own. ^[1]
• 35%ofcustomersaremorelikelytobuyfromabrandifitdemonstratesthatitsvaluesalignwiththeirown89%ofAmericanconsumerssaytheyareloyaltobrandsthatsharetheirvalues(Wunderman). ^[1]
• 89%ofAmericanconsumerssaytheyareloyaltobrandsthatsharetheirvalues. ^[1]
• Existing customers are 50% more likely to try new products, and spend 31% more than new customers. ^[1]
• Consumers with an emotional connection to a brand have a 306% higher lifetime value, stay with a brand for an average of 5.1 years vs. 3.4 years, and will recommend brands at a much higher rate (71% vs. 45%). ^[1]
• The best ways to engage consumers areSurprise offers or gifts for being a customer (61%)More convenient shopping process (50%)Solving a problem or question . ^[1]
• 45%)Recommending products based on needs (27%)Keeping customers upto date on the latest news and products (23%)Welcoming customers when they visit (20%)Engaging customers on social media (9%). ^[1]
• Surprise offers or gifts for being a customer (61%). ^[1]
• Solving a problem or question (45%). ^[1]
• Recommending products based on needs (27%) Keeping customers upto date on the latest news and products (23%). ^[1]
• Welcoming customers when they visit (20%). ^[1]
• Engaging customers on social media (9%). ^[1]
• 82% of consumers with high emotional engagement would always buy the brand they are loyal to when making purchase decisions vs 38% of consumers with low emotional engagement. ^[1]
• A strong emotional engagement with the consumer could help boost annual revenues by 5%. ^[1]
• 81% of emotionally connected consumers will not only promote the brand among their family and friends, but they will also spend more. ^[1]
• 70% of consumers with a high emotional engagement spend up to twice as much. ^[1]
• 86% of emotionally engaged consumers want brands to be engaged and reciprocate their loyalty in two. ^[1]
• 81% of emotionally engaged consumers enjoy giving back to a brand. ^[1]
• 63% of Gen Z and Millennials agree they have many choices of where to shop, so a brand must show them loyalty to earn their business. ^[1]
• 76% of Gen Z and Millennials only give brands two to three chances before they stop shopping them. ^[1]
• 69% of millennials indicate they always or often choose the same brand when making a major purchase vs 58% of Gen Xers and 56% of Boomers. ^[1]
• Millennials are more likely than any other generation to say their loyalty to a brand has influenced their most recent purchase (70%). ^[1]
• Millennials are more likely than other generations to remain loyal to a brand because of its loyalty rewards (22%) and its company reputation or philosophy (15%). ^[1]
• 15% of Millennials say points influenced their most recent purchase. ^[1]
• 85% of Gen X consumers report that discounts influenced their last purchase. ^[1]
• Baby boomers led the generations when it comes to factors that drive brand loyalty Price (62%), Convenience (30%) and Product Variety (21%). ^[1]
• 54% of consumers defined brand loyalty as a positive attitude between brand and customer, driving repeat purchase. ^[1]
• 77% of consumers and 60% of millennials say they’ve held relationships with specific brands for 10+ years. ^[1]
• 77%ofconsumersand60%ofmillennialssaythey’veheldrelationshipswithspecificbrandsfor10+years. ^[1]
• 61% of loyal customers go out of their way to buy from specific brands and 60% will make more frequent purchases (70% for millennials). ^[1]
• 61%ofloyalcustomersgooutoftheirwaytobuyfromspecificbrandsand60%willmakemorefrequentpurchases(70%formillennials). ^[1]
• 75% of loyal customers will recommend a brand to friends and family. ^[1]
• Consumer expectations for trust increased across all product and service categories and brands by an average of 250% yearover. ^[1]
• 42% of consumers distrust brands. ^[1]
• 37% of consumers trust brands less than they used to, compared to only 7% who trust brands more than they used to. ^[1]
• 71% of U.S. consumers worry about how brands collect and use their personal data, and 34% don’t trust tech companies with their digital privacy. ^[1]
• 71%ofU.S.consumersworryabouthowbrandscollectandusetheirpersonaldata,and34%don’ttrusttechcompanieswiththeirdigitalprivacy. ^[1]
• Consumers prefer personalized rewards for their loyalty to a brand, with 68% indicating they would shop at a store offering them over one that did not. ^[1]
• Consumers prefer personalized rewards for their loyalty to a brand, with 68% indicating they would shop at a store offering them over one. ^[1]
• thatdidnot93%ofbusinesseswithadvancedpersonalizationstrategiesincreasedtheirrevenuelastyear(Monetate). ^[1]
• 93%ofbusinesseswithadvancedpersonalizationstrategiesincreasedtheirrevenuelastyear. ^[1]
• 77% of businesses that exceeded their revenue goals in 2018 have a documented personalization strategy, while 74% have a dedicated budget for it. ^[1]
• 70% of businesses said they were improving client experience because customers expect more personalization, while 60% simply want to improve customer loyalty. ^[1]
• 41% of U.S. consumers said they ditched a company because of poor personalization and lack of trust. ^[1]
• 63% of consumers expect personalization as a standard of service and believe they are recognized as an individual when sent special offers. ^[1]
• 34% of consumers said it was frustrating when they were sent an offer for a recently purchased item, offers that aren’t relevant (33%), or when a brand fails to recognize them as an existing customer (31%). ^[1]
• claim that many brand loyalties Twice as many Millennials as Baby Boomers indicated they’d search for and even purchase a brand’s products online 70% of the time or more after learning there was no physical location near them. ^[1]
• 21% of Baby Boomers and 29% of Gen X indicated they’d search for and even purchase a brand’s products online after learning there was no physical location near them. ^[1]
• Nearly 20% of shoppers would switch allegiance to a similar retailer with a physical location in their vicinity and another 40% would choose to shop at the retailer’s eCommerce site or travel to the next. ^[1]
• 41% of millennial shoppers would search for or purchase a retailer’s products online 70% of the time or more 50% of U.S. consumers said they switched companies they buy from this year because of poor customer experience. ^[1]
• 47% of consumers will abandon a brand if it repeatedly provides “poor, impersonal or frustrating” customer experiences. ^[1]
• 52% of consumers said exceptional customer experiences include a fast response time to problems/suggestions. ^[1]
• 32% of contact center employees believe that customer problems will only become increasingly difficult over the next two years, and 45% worry customers will expect even more from companies. ^[1]
• 47% of consumers said a great customer experience includes instant access to knowledgeable sales staff 24/7. ^[1]
• 74% of consumers think knowledgeable in store staff is important to their brand experience. ^[1]
• 47% of millennial women know their favorite brand’s origin story, 41% know who founded the brand and 40% follow the founder or someone affiliated with their top brands on social media. ^[1]
• 76% of savvy millennial and gen x shoppers say an offer or discount is the largest factor in their purchase decisions. ^[1]
• 76%ofsavvymillennialandgenxshopperssayanofferordiscountisthelargestfactorintheirpurchasedecisions. ^[1]
• 42% of U.S. consumers said they visit stores because of in. ^[1]
• 42%ofU.S.consumerssaidtheyvisitstoresbecauseofin. ^[1]
• 26% of U.S. shoppers said they visited a store after receiving an online offer that was delivered via ads or email. ^[1]
• 26%ofU.S.shopperssaidtheyvisitedastoreafterreceivinganonlineofferthatwasdeliveredviaadsoremail. ^[1]
• 73%ofshoppersareopentotakingachanceoncompaniesthey’veheardpositivethingsaboutbuthaven’tyettried73%ofshoppersareopentotakingachanceoncompaniesthey’veheardpositivethingsaboutbuthaven’tyettried. ^[1]
• 93% of U.S. shoppers cite discounts and offers as important factors when deciding whether or not to purchase from a retailer or brand. ^[1]
• 93%ofU.S.shopperscitediscountsandoffersasimportantfactorswhendecidingwhetherornottopurchasefromaretailerorbrand. ^[1]
• 60% of U.S. shoppers say they always take and use in store coupons when they’re available. ^[1]
• 53%ofU.S.shoppersclipcouponsathomeandusetheminstore53%ofU.S.shoppersclipcouponsathomeandusethemin. ^[1]
• 45% of U.S. shoppers print out coupons from the internet and use them in. ^[1]
• 45%ofU.S.shoppersprintoutcouponsfromtheinternetandusethemin. ^[1]
• 49% of consumers say their purchasing decisions are influenced by friends’ social media posts followed by a brand or retailer they follow on social media (30%). ^[1]
• 49%ofconsumerssaytheirpurchasingdecisionsareinfluencedbyfriends’socialmediapostsfollowedbyabrandorretailertheyfollowonsocialmedia(30%). ^[1]
• 59% of consumers have at least considered purchasing a product after seeing a post about it from a social media influencer. ^[1]
• 26% of consumers say their purchasing decisions are impacted by social media influencers, and 24% put the same level of trust in friends and influencers when it comes to product opinions. ^[1]
• 81% of Americans say finding a great deal or offer is on their mind throughout the entire shopping journey. ^[1]
• 77% of shoppers say discounts can influence where they shop, and 48% say they can speed up the decision. ^[1]
• 65% of consumers said a great offer is more important to them than customer service and 48% would avoid brands that don’t offer discounts. ^[1]
• 80% of consumers feel encouraged to make a first time purchase with a brand that is new to them if they found an offer or discount. ^[1]
• 94% of consumers said they search for special offers when shopping online and. ^[1]
• 48% said they search for deals before they start shopping and often decide what to buy based on the offers they find. ^[1]
• 93% of consumers agreed they’d choose to shop with an online retailer again if offered good discounts. ^[1]
• 53% of consumers always look for sales or promos before buying online, nearly 70% said they couldn’t complete a purchase without first searching for a deal and 88% will try a new retailer or brand because they’ve found an offer. ^[1]
• 57% of millennial women say that their purchase decisions are driven by a brand’s values and stance on issues that are important to them. ^[1]
• Comments, customer ratings and reviews influence purchase decision for 84% of millennial women, and 62% report trying a brand based on recommendations from an influencer. ^[1]
• 81% of millennial women think brands are designing products with their needs in mind, and 70% think brands listen and respond to their needs. ^[1]
• The top 60% of millennial women spenders are 19% more likely to spend during a specific time frame and will spend 25% more than other segments of the U.S. population with the same spend rankings. ^[1]
• 75% of consumers believe that personalized offers from retailers are different than relevant offers. ^[1]
• 67% of savvy millennial and gen x shoppers reported they would give retailers and brands more information about themselves to gain access to a more personalized shopping experience, and 53% admitted it would help that seller earn their loyalty. ^[1]
• 67% of savvy millennial and gen x shoppers say they enjoy personalized email reminders from brands and retailers that highlight previously viewed products, and may also contain personalized offers. ^[1]
• Once a provider loses a customer, 68% of consumers will not go back. ^[1]
• 80% of switchers feel the company could have done something to retain them. ^[1]
• 57% of consumers listed “having a negative review unaddressed while continuing to receive offers for similar products” as the top reason they would break up with a brand. ^[1]
• 24 percent of consumers have either stopped doing business or done less business with a company after it was breached. ^[1]
• 42 percent of consumers wouldn’t share sensitive data with a business for any reason. ^[1]
• When it comes to brand loyalty, 40% of consumers think a brand’s trustworthiness is most important and. ^[1]
• 31% say it’s the brand’s commitment to protecting their data and 30% believe customer service matters most 53% of consumers listed a company falling victim to a data breach as a reason for breaking up with a brand. ^[1]
• 83% of consumers will stop spending with a business for several months in the immediate aftermath of a security breach or a hack, and 21% will never return to a brand or business post. ^[1]
• 42% of consumers listed not providing live/real time customer service support as a reason for breaking up with a brand. ^[1]
• 74% of consumers said they are more loyal to a business that provides them with the option to speak to a human, than those that only support customer service through digital or self. ^[1]
• 43% of consumers would think about taking their business to a competitor if they were not given the option to speak with a human. ^[1]
• 56% of high income consumers feel less loyal to brands now than they previously did. ^[1]
• 62% of high income consumers said that feeling like they had a personal relationship with a brand was a factor in loyalty. ^[1]
• 95% of customers are looking for some degree of proactive communication from the companies with which they do business. ^[1]
• When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors. ^[1]
• Whenaskedhowtheircustomerservicemeasuresup,71%ofbusinessleadersthinktheyprovidebettercustomerservicethantheircompetitors63%ofcustomerssaythatorganizationsshouldmakegettingtoknowthembetteratoppriority(Loyalty360). ^[1]
• 63%ofcustomerssaythatorganizationsshouldmakegettingtoknowthembetteratoppriority. ^[1]
• There’s a 24% gap in what customers think vs. businesses in how well they understand consumers. ^[1]
• 46% of customers will tell people they know if they’ve had a poor customer experience when making a purchase, and 44% will stop the purchase and seek a different provider. ^[1]
• 46%ofcustomerswilltellpeopletheyknowifthey’vehadapoorcustomerexperiencewhenmakingapurchase,and44%willstopthepurchaseandseekadifferentprovider. ^[1]
• 35%ofbusinessleadersbelievetheirorganizationlosescustomersallthetimeorregularlyduetopoorservice. ^[1]
• 33% of customers strongly agree customer service quality is a major determining factor of loyalty, 44% agree, 20% are neutral and 2% disagree. ^[1]
• 33%ofcustomersstronglyagreecustomerservicequalityisamajordeterminingfactorofloyalty,44%agree,20%areneutraland2%disagree. ^[1]
• 65% of consumers said the quality of customer service is a factor when deciding where to make their purchases. ^[1]
• 65%ofconsumerssaidthequalityofcustomerserviceisafactorwhendecidingwheretomaketheirpurchases. ^[1]
• 67% of consumers said good customer service encourages them to stay longer and/or spend more money. ^[1]
• 57% of people would pay more for an item or service if they know they will receive good customer service. ^[1]
• 73% of consumers said receiving good customer service from a retailer increases the likelihood they will spend more money than they had planned. ^[1]
• Nearly 60% of consumers are more satisfied with customer service in store than online. ^[1]
• 62% of consumers ranked friendly and/or knowledgeable employees as the most important aspect of in store customer service, followed by the ability to easily find items (59%) and speed and ease of checkout (59%). ^[1]
• 55% of consumers believe the most important aspect of online customer service is speed of delivery services offered, followed by the ability to easily find items (49%) and flexibility of return/exchange policy (45%). ^[1]
• 47% of customers would take their business to a competitor within a day of experiencing poor customer service 79% of customers would take their business to a competitor within a week of experiencing poor customer service. ^[1]
• 50% of millennials said that positive customer service interactions with a brand are very important in contributing to their brand loyalty. ^[1]
• 74% of millennials said that poor customer service would make them less likely to purchase products from a brand they’re loyal to. ^[1]
• 37% of consumers who ended a business relationship did so because they were frustrated with the IVR. ^[1]
• A third of consumers are disappointed with a brand because of perceived lack of attention, 16% are frustrated and 12% are distrustful. ^[1]
• 50% of consumers said they were willing to give a retailer a second and third chance, with 50% abandoning brand loyalty only after the same mistake was made more than twice. ^[1]
• 55% of millennials say that some type of reward card would keep them most engaged, compared to 47% of baby boomers 82% of millennials would be interested in redeeming loyalty points for a gift card or prepaid reward card. ^[1]
• 65% of millennials say they prefer digital rewards versus 45% of boomers. ^[1]
• 81% of Americans say businesses are meeting or exceeding their customer service expectations. ^[1]
• 40% of Americans say they feel businesses are increasing their focus and attention on service. ^[1]
• Consumers spend up to 17% more with companies with excellent service. ^[1]
• Millennials were willing to spend up to 21% more with companies for great service. ^[1]
• 84% of Millennials say businesses are meeting or exceeding expectations. ^[1]
• 74% of Millennials would switch to a different retailer if they had poor customer service. ^[1]
• 86% of Gen Xers and 85% of Baby Boomers would switch retailers immediately if customer service is poor. ^[1]
• 58% of Millennials say they will buy the same brand of products no matter what. ^[1]
• 55% of consumers said they use both digital and paper coupons 53% of consumers expressed a desire for all coupons to be digital. ^[1]
• 63% of consumers would increase the amount of coupons used while shopping if the offers were available online. ^[1]
• 52% of consumers state that a key influence on loyalty is knowing that retailers are acting sustainable, especially for grocery (56%) and fashion (52%). ^[1]
• 56% of Gen Z considers themselves to be socially conscious and more than 50% report knowing a brand is socially conscious influences their purchasing decisions. ^[1]
• 68% of Americans say exclusive offers are more important than traditional coupons that are available to everyone. ^[1]
• More women than men would feel excited (51% vs. 42%) or special (40% vs. 31%). ^[1]
• 82% of Americans say being provided an exclusive offer would increase how often they shopped with a brand. ^[1]
• 91% of Americans would share an exclusive offer with their friends and family. ^[1]
• would most prefer to be identified for an exclusive offer by opting in through an online form on a brand’s website 92% of Americans would be concerned with some part of the process around being verified for an exclusive offer. ^[1]
• 35% of consumers who have redeemed an exclusive offer admit they’ve done so when they knew they really didn’t qualify. ^[1]
• Millennials are twice as likely as Gen X (48% vs. 23%) to have wrongfully redeemed an exclusive offer not meant for them, and nearly seven times as likely as boomers (7%). ^[1]
• More exclusive offer eligible Americans than those who aren’t eligible (87% vs. 77%). ^[1]
• More consumers who are eligible for an exclusive offer than non eligible (36% vs. 29%). ^[1]
• 83% of offer eligible Americans who say wrongful redemption would have a negative impact would lose trust in a brand, while many would shop elsewhere (53%) or persuade their friends and family to do so (37%). ^[1]
• During the pandemic, 56% of consumers increased their shopping in closer neighborhood stores, and 30% of shoppers increased purchases with local brands. ^[1]
• Retail footfall was down 12% July 2020 from January 2020 despite lifting restrictions. ^[1]
• 67% of consumers agree that companies will “build back better” by investing in longer tern, sustainable and fair solutions Nearly 70% of consumers agree their loyalty is more difficult for a retailer to maintain than ever before. ^[1]
• Nearly70%ofconsumersagreetheirloyaltyismoredifficultforaretailertomaintainthaneverbefore. ^[1]
• 88%ofconsumersagreeretailerscoulddomoretoearntheirlongtermloyalty88%ofconsumersagreeretailerscoulddomoretoearntheirlong. ^[1]
• 42%ofconsumerswerefrustratedwiththeirmostrecentshoppingexperience42%ofconsumerswerefrustratedwiththeirmostrecentshoppingexperience. ^[1]
• 47% of frustrated consumers would avoid doing business with the retailer or consumer goods brand. ^[1]
• Frustrated consumers (62%) were far more likely than satisfied consumers (36%). ^[1]
• More than 55% of shoppers say they used online video while actually shopping in a store. ^[1]
• 54% of retailers will accommodate customers through more than one channel in 2020; 48% will use location data to engage customers; and 45% will invest in real time data for clienteling initiatives. ^[1]
• 54%ofretailerswillaccommodatecustomersthroughmorethanonechannelin2020;48%willuselocationdatatoengagecustomers;and45%willinvestinreal. ^[1]
• 45% of millennials acknowledge they’re less loyal to retailers than a year ago. ^[1]
• 63% of retail shoppers want instant rewards and discounts, 52% want surprise rewards and 39% want personalized rewards. ^[1]
• 63% of CPG customers list instant rewards as what they want. ^[1]
• 63%ofCPGcustomerslistinstantrewardsaswhattheywant. ^[1]
• 37% of customers prefer to consistently shop with the same retailer, up from 35% in 2018. ^[1]
• 37%ofcustomersprefertoconsistentlyshopwiththesameretailer,upfrom35%in2018. ^[1]
• 63%ofconsumersarelikelytostopvisitingabrickandmortarretaileriftheyhaveanunsatisfactoryshoppingexperience63%ofconsumersarelikelytostopvisitingabrickand. ^[1]
• 77% of consumers name convenience as an important reason they remain loyal to a brand. ^[1]
• 76% of consumers name an easy payment process as an important reason they remain loyal to a brand. ^[1]
• 57% of consumers name lower prices as an important reason they remain loyal to a brand. ^[1]
• 86% of consumers engage with a brand they are loyal to by recommending it to others 50% of non loyal consumers would engage with a brand by recommending it to others. ^[1]
• 65% of loyal consumers receive emails from their favorite brand or store about the latest deals and products vs. 39% of non. ^[1]
• 62% of loyal consumers watch for or take advantage of rebates from their favorite brand or store vs. 44% of non. ^[1]
• 44% of loyal consumers use their favorite store’s gift cards or egifts vs. 31% of non. ^[1]
• 42% of loyal consumers use targeted offers from their favorite store vs. 27% of non. ^[1]
• 59% of millennials use gift cards or egifts for brands or stores. ^[1]
• they are loyal to vs. 43% of Gen Xers and 32% of Baby Boomers 55% of millennials signed up for the reward and/or loyalty program for a brand or store that they are loyal to vs. 41% of Gen Xers and 36% of Baby Boomers. ^[1]
• 55% of shoppers have abandoned shopping carts because the cost was too high and 32% say they have abandoned a shopping cart online because they found a discount with a different retailer. ^[1]
• 56% of shoppers say they changed or abandoned a purchase when they realized. ^[1]
• 87% of online shoppers said they would abandon their shopping carts during checkout if the process was too difficult 69% of shoppers said that if a shopping experience is poor, they will never shop with the same online store again. ^[1]
• The top consumer gripe with shopping experience is related to delivery and returns 78% of shoppers would buy more in the long run if retailers have free returns. ^[1]
• 84% of shoppers will not come back to a brand if they have a poor returns experience. ^[1]
• 75% of shoppers said that easy returns are an essential factor in their choice of retailer. ^[1]
• 86% of shoppers said the option of free returns would make them loyal and more likely to keep coming back to a brand. ^[1]
• 84% of shoppers want to be able to choose whether to return an item in store or via post or pickup. ^[1]
• 31% of shoppers would be more likely to buy something online if they had the opportunity to pay for it after trying it at home. ^[1]
• 66% of shoppers say a free and easy returns policy is one of the top two aspects that would improve the experience, and 53% said a slow and expensive returns process would stop them from shopping with a retailer again. ^[1]
• 54% of consumers rate their overall in store shopping experiences as emotionally satisfying 94% of shoppers say a store associate’s help is important in feeling confident they are buying the right product. ^[1]
• 57% of shoppers say online promotions are important. ^[1]
• 70% of shoppers feel confident they are buying the right products when stores offer free, no. ^[1]
• 28% of consumers over 45 saying they would abandon their cart if they felt there were too many ads. ^[1]
• 54% of brickand mortar retailers have introduced loyalty programs and 24% plan to do so in the future in efforts to help them face online competition. ^[1]
• 40% of consumers say they are more likely to shop at a retailer again with whom they have a store card. ^[1]
• When music is partnered with visuals and scent to create a branded in store atmosphere, 59% of U.S. consumers surveyed say they’re more likely to revisit. ^[1]
• When music is partnered with visuals and scent to create a branded instore atmosphere, 72% of U.S. consumers surveyed, ages 18 24, say they’re more likely to revisit. ^[1]
• 68% of consumers expect loyalty points for spending time in store and repeat visits. ^[1]
• 67% of shoppers said they will purchase items from different stores or websites to get the lowest price, and 72% said they would be enticed by promotions or coupons to shop at a store they have not used in the last year. ^[1]
• 56% of gen z says a fun in store experience influences where they shop. ^[1]
• 79% of brand loyal consumers are influenced to buy a brand they wouldn’t typically have purchased due to coupon influence 69.3% of women are willing to recommend their favorite brands to friends based on how they felt toward them. ^[1]
• 26.8% of women changed brands within the last month. ^[1]
• 54% of consumers said they value staff who are knowledgeable about products and services; recognize past purchasing patterns and needs; and are aware of loyalty membership status. ^[1]
• 65% of Millennials appreciate staff armed with personalization info. ^[1]
• 21% of shoppers are more likely to purchase again from brands that do more to personalize their digital experience than those that do not, and 17% are more loyal. ^[1]
• 41% of shoppers are open to having retailers know their purchase history if they trust the brand. ^[1]
• 35% of shoppers feel comfortable sharing their purchase history if they have previously made a purchase from that retailer. ^[1]
• 52% of Americans said they would let a retailer know their purchase history in exchange for coupons or other promotional discounts. ^[1]
• 37% of retailers offer brickandmortar shoppers more personalized service as an incentive to identify themselves 22% of consumers prefer personalized service in exchange for surrendering their in. ^[1]
• 34% of consumers prefer specialized offers, 27% product incentives and 26% credit toward future purchases in exchange for identifying themselves in. ^[1]
• 79% of consumers said personalized service is an important factor in determining where to shop. ^[1]
• 34% of retailers are offering personalized rewards based on customer loyalty. ^[1]
• 54% of shoppers said they are open to sharing personal information and shopping preferences with retailers in order to receive personalized offers, compared to 51% last year, and 33% in 2014. ^[1]
• 21% of consumers want to gain loyalty points or rewards through their Christmas shopping. ^[1]
• 61% of consumers won’t complete an online purchase without free shipping and 64% said free shipping is the top reason they’re likely to spend more with a retailer. ^[1]
• non transactional engagement also enjoy 48% more daily site visits, 13% long site visits, and a 5% lower bounce rate 82% of consumers who returned an item were repeat customers. ^[1]
• 68% of U.S. shoppers would be more inclined to shop on a merchant’s site that offered automated returns capability. ^[1]
• 96% of consumers would give a retailer repeat business based on a good returns experience. ^[1]
• The biggest turn offs when buying with a retailer include paying for return shipping (69%), restocking fees (67%) and difficulty finding the return policy (33%). ^[1]
• The top five sectors in which spend increases when a consumer is a member of the loyalty program are Gas with a +99% spend increase, Hotel +82%, Drug Store +63%, Movie Theatres +61% and Grocery +57%. ^[1]
• 76% of retailers plan to offer more deals and discounts in 2019 vs. 2018. ^[1]
• 76% of retailers plan to offer more deals and discounts in 2019 vs. 2018. ^[1]
• 55%ofretailerswillofferdeeperdiscountsthantheyusuallydobecauseoftheshortenedtimeframeforholidayshoppingthisyear(RetailMeNot). ^[1]
• 55%ofretailerswillofferdeeperdiscountsthantheyusuallydobecauseoftheshortenedtimeframeforholidayshoppingthisyear. ^[1]
• 54% of retailers will begin running deals earlier this year than they usually do because of the shortened time frame for holiday shopping this year. ^[1]
• 54%ofretailerswillbeginrunningdealsearlierthisyearthantheyusuallydobecauseoftheshortenedtimeframeforholidayshoppingthisyear. ^[1]
• 87% of consumers said they look for deals when they’re shopping for holiday gifts, and 71% said price is the biggest determining factor in the gifts they purchase. ^[1]
• 87%ofconsumerssaidtheylookfordealswhenthey’reshoppingforholidaygifts,and71%saidpriceisthebiggestdeterminingfactorinthegiftstheypurchase. ^[1]
• 51% of consumers said their top factor for why they purchase at a certain retailer is whether the retailer offers the best sales and offers throughout the holiday season. ^[1]
• For 95% of retailers, deals and discounts do more to drive sales during the holidays vs. other times of the year. ^[1]
• 71% of shoppers want one savings destination for all of their discounts or offers. ^[1]
• 38% of shoppers say they use savings apps today, a 28% increase from 2014. ^[1]
• 51% of shoppers say they use savings websites today. ^[1]
• 81% of retailers will offer more deals this holiday season than they did last year and 71% plan deeper discounts. ^[1]
• 67% of consumers have abandoned a gift purchase during the holiday season due to slow deliver options (a 16% increase from last year). ^[1]
• 20% of consumers are likely to purchase from a retailer again after a negative delivery experience. ^[1]
• 80% of consumers feel it reflects poorly on the retailer if a gift arrives late and 74% feel it reflects poorly on the retailer if a gift arrives damaged. ^[1]
• 56% of Millennial parents use at least one groceryrelated app and manage their busy lives with a variety of mobile apps to find in store items, coupons, sales recipes or product review. ^[1]
• 26% of Gen Z chooses a retailer because of low product pricing and 23% based on how easy it is to find products. ^[1]
• 55% of Gen Z agrees that brick and mortar retailers offer the same quality rewards/loyalty programs as online retailers 52% of Gen Z consumers will transfer loyalty from one brand to another if the brand’s quality is not up to par. ^[1]
• 56% of consumers aren’t confident brands have their best interest in mind when they use, share or store personal data. ^[1]
• 79% of consumers will leave a brand. ^[1]
• if their personal data is used without their knowledge 57% of Costco members also pay for Amazon Prime. ^[1]
• 43% of consumers said if an Amazon Go opened nearby, they would shop less at traditional c. ^[1]
• 66% of consumers said they saw “no evidence” that stores they visit regularly know them as a consumer. ^[1]
• Single parents are most likely to have switched to ordering food online rather than onsite since the pandemic began (31%) followed by married parents (25%), single adults (18%) and married couples (12%). ^[1]
• US households spent on average $4520 on digital food orders since the pandemic began, which is 42% of the average household. ^[1]
• 56% of married couples who order at table service restaurants do not use loyalty programs because they don’t believe one is available. ^[1]
• Single parents are more likely to use restaurant loyalty programs than single people without kids (45% vs. 25%). ^[1]
• 37% of people reported a restaurant loyalty programs would encourage them to spend more on food orders, 40% of parents. ^[1]
• 39% of people would spend more on food orders if they could pay online, 44% of married parents 32% of people would spend more on food orders if they could place them via app,. ^[1]
• 37% of single parents 85% of consumers say a deal or discount influences where they choose to eat outside of their homes, and 81% say a deal would make them likely to switch restaurants they planned to dine at. ^[1]
• 79% of consumers would at least consider revisiting a restaurant where they had a poor experience if the restaurant offered a discount on their next meal. ^[1]
• 74%ofMillennialandGenerationZconsumersusewebsitesorappstosearchfordiscountsanddealsonfastfood,comparedto57%ofGenXersandBoomers. ^[1]
• 67% of Millennials and 56% of Gen Z are influenced by a restaurant’s content or deals, vs. 49% and 40% who are influenced by social posts from influencers. ^[1]
• 67%ofMillennialsand56%ofGenZareinfluencedbyarestaurant’scontentordeals,vs.49%and40%whoareinfluencedbysocialpostsfrominfluencers. ^[1]
• 38% of restaurant executives say that improving digital customer engagement and loyalty is firmly entrenched as their top tech objective for 2019. ^[1]
• 38%ofrestaurantexecutivessaythatimprovingdigitalcustomerengagementandloyaltyisfirmlyentrenchedastheirtoptechobjectivefor2019. ^[1]
• 65% of consumers are already members of one or more restaurant loyalty program. ^[1]
• 65%ofconsumersarealreadymembersofoneormorerestaurantloyaltyprogram. ^[1]
• 50% of restaurant operators believe guests would enroll in every loyalty program made available to them, but only 27% of consumers say they actually do, 23% rarely join and 49% only sign up to select relevant programs. ^[1]
• 47% of restaurant operators believe their loyalty program offerings are mostly relevant but only 27% of consumers share that opinion and. ^[1]
• another 27% say offers are rarely relevant. ^[1]
• 44% of millennials and 44% of pre millennials say they are more loyal to restaurant brands than before. ^[1]
• 88% of consumers note redeeming loyalty points on new food recommendations based on purchase history as appealing 52% of consumers will recommend to others the restaurants they are most loyal to. ^[1]
• 38% of restaurant customers are most loyal to brands that they have a high opinion of. ^[1]
• 50% of customers say it’s important they can engage with new and exciting menu items from restaurants they are loyal to. ^[1]
• 36% of restaurant guests will typically stick to the brands they like rather than shop around. ^[1]
• 59% of customers choose a restaurant because of a competitive price/promotion 58% of customers would always shop around for different restaurants to eat at. ^[1]
• 62% of consumers prefer plastic swipe cards as their restaurant loyalty program medium 56% of Millennials wanted to use apps as the preferred medium for restaurant loyalty programs, and 50% of Gen Xers agreed. ^[1]
• 63% of consumers will continue to seek out the best app experiences even once stores reopen after the pandemic. ^[1]
• 71% of consumers have been purchasing more items online since the pandemic. ^[1]
• 67% of consumers did more than half of their shopping online during 2020, 14% did all shopping online. ^[1]
• 75% of online grocery shoppers say they are still shopping with the first retailer they tried for online grocery. ^[1]
• digital commerce saw 20% growth yoy, making it equal 15% of total revenue buy online pick up in store revenue increased. ^[1]
• 125% yoy trends predict that 30% of holiday shopping revenue will be from. ^[1]
• e commerce trends predict 10% of mobile orders will come from social referral. ^[1]
• 50% of online shoppers say images helped them decide what to buy. ^[1]
• 53% of online shoppers say images inspire them to purchase. ^[1]
• 84% of people say that they’ve been convinced to buy a product or service by watching a brand’s video. ^[1]
• When asked how they’d most like to learn about a product or service, two thirds of people (66%). ^[1]
• 54% of consumers want to see more video content this year. ^[1]
• The top reasons U.S. shoppers abandon a purchase online are because a retailer does not have a decent returns policy (36%) and the checkout process took too long (31%). ^[1]
• 61% of shoppers would stop purchasing from a retailer if it had flawed website functionality. ^[1]
• 51% of U.S. retailers plan to provide offers/discounts exclusively for mobile app users in 2018 to positively affect sales growth. ^[1]
• 76% of consumers download brand apps. ^[1]
• 69% of consumers who had a positive experience with a brand app would sign up for loyalty or rewards programs 30% of consumers who had a negative experience with a brand app would be less likely to recommend the brand. ^[1]
• 97% of millennials say they would actively engage with loyalty programs if they could access their rewards information from their smartphones. ^[1]
• 22% of millennials said offers and promotions on social media compel them to visit a website, compared to 29% of Gen X and 38% of baby boomers 28% of millennials want to access loyalty programs via a text link on their smartphone. ^[1]
• Promotions are the #1 driver for consumers to use their mobile wallet 27% of consumers said they would adopt mobile wallet if it would make their life easier by organizing things like offers, loyalty cards or airline boarding. ^[1]
• 61% of consumers subscribe to mobile messaging because of incentives or coupons, combined with 55% who subscribe because of loyalty rewards points. ^[1]
• 57% of members want to engage with loyalty programs on a mobile device 31% of consumers (up 20% from last year). ^[1]
• 52% of loyalty program members don’t know if an app exists for their programs. ^[1]
• More than six in ten U.S. smartphone users said they subscribe to mobile messages for deals and 55% said they do so for loyalty reward points. ^[1]
• 33% of U.S. smartphone owners unsubscribe to mobile messages because the deals and promotions they were getting weren’t good enough and. ^[1]
• 44% said they information wasn’t relevant to them. ^[1]
• 66% of 1824 year olds are more loyal to companies they follow through social media. ^[1]
• 74% of travelers say they will spend more time choosing a destination this year in 2021. ^[1]
• (81%)Has always treated me well (80%) Is reliable or dependable (85% Has good customer service and is responsive to problems (84%) Protects customers’ data, privacy and security (83%). ^[1]
• They have a good safety record (83%). ^[1]
• They make me feel secure and safe (83%) Consistently delivers on what they promise (82%). ^[1]
• Is a good value for the price (82%). ^[1]
• Treats customers well , even in tough times (82%). ^[1]
• They regularly clean and sanitize (81%). ^[1]
• Has always treated me well (80%). ^[1]
• (85%)They had a data breach and your personal information was compromised (85%)They are known for not being reliable (84%)They do not regularly clean or sanitize (84%). ^[1]
• They mistreat passengers’ luggage or personal possessions (86%). ^[1]
• You had a bad experience with them or their customer service (85%). ^[1]
• They do not follow clear safety precautions (85%). ^[1]
• They had a data breach and your personal information was compromised (85%). ^[1]
• They are known for not being reliable (84%). ^[1]
• They do not regularly clean or sanitize (84%). ^[1]
• 35% of millennials say they have lost trust in a travel or hospitality brand and, as a result, will never use that brand again. ^[1]
• Business travelers (61%) and wealthier Americans (57%). ^[1]
• This is higher than the average among adult travelers (44%). ^[1]
• 65% of US adults say they would stop purchasing from a travel brand if it did not follow safety precautions, 62% would stop purchasing if a company failed to regularly clean. ^[1]
• 47% of US adults say they tend to trust travel and hospitality companies by default, only losing trust if the company does something bad. ^[1]
• 32% of US adults say travel and hospitality companies have to earn their trust. ^[1]
• 57% of all US adults say trust is a major factor in deciding on travel brands. ^[1]
• Trust is even more important to consumers who are members of airline and hotel rewards programs (64%) and business travelers (64%). ^[1]
• 82% of travelers say they enjoy travel loyalty programs, and 81% value the rewards they get. ^[1]
• 76% of travelers understand very well the value they get from air miles and hotel points, and. ^[1]
• 72% enjoy perks going beyond just discounts. ^[1]
• 72%enjoyperksgoingbeyondjustdiscounts. ^[1]
• 79%oftravelersmentionedloyaltyprogramsasamainreasonforchoosingspecificairlinesorhotelbrands79%oftravelersmentionedloyaltyprogramsasamainreasonforchoosingspecificairlinesorhotelbrands. ^[1]
• 27% of travelers often forget they signed up to a loyalty program, and 28% sometimes opt out because they get too many emails. ^[1]
• 27%oftravelersoftenforgettheysigneduptoaloyaltyprogram,and28%sometimesoptoutbecausetheygettoomanyemails. ^[1]
• 25% of travelers in the 15 24 age bracket are members of a loyalty program, compared to 43% in the 65+ age bracket. ^[1]
• 25%oftravelersinthe15. ^[1]
• 46%ofAmericanssubscribetoatleastoneloyaltyprogramintheUnitedStates. ^[1]
• 24%ofU.S.travelerswithanincomeofunder$20,000belongtoatravelloyaltyprogram24%ofU.S.travelerswithanincomeofunder$20,000belongtoatravelloyaltyprogram. ^[1]
• 35% of travelers agree that being a member of a loyalty program is still a factor for booking with a specific airline, and 26% say the same for hotels. ^[1]
• 35%oftravelersagreethatbeingamemberofaloyaltyprogramisstillafactorforbookingwithaspecificairline,and26%saythesameforhotels. ^[1]
• Loyalty was fourth on the list of reasons for choosing travel brands (46%). ^[1]
• 54% of hotels believe their offers are mostly relevant while only 22% of guests believe those offers are mostly relevant and 39% feel those offers are rarely relevant. ^[1]
• 38% of millennials and 32% of pre millennials note they are more loyal to hotel brands than before. ^[1]
• 48% of people are likely to feature the hotel on social media in exchange for a reward 46% of hotel guests are likely to link social media activity to a rewards program with automatic rewards for posts. ^[1]
• 90% of guests note being able to accept or reject offers so that the hotel loyalty program can learn what products and offers are of most interest as appealing. ^[1]
• 33% of guests will recommend to others the hotels they are most loyal to. ^[1]
• 38% of hotel guests would submit a product review through YouTube in exchange for an offer/reward. ^[1]
• 41% of guests say it is important that they can engage with new and exciting features in hotels they are loyal to. ^[1]
• 30% of leisure travelers staying primarily for holiday reasons wished to book with a familiar brand vs. 82% of business guests. ^[1]
• 33% of consumers will typically stick to the hotel brands they like rather than shop around. ^[1]
• 55% of hotel guests would exchange personal details in exchange for a personalized offer or promotion 59% of guests would always shop around for different hotels to stay at. ^[1]
• 61% of hotel guests think a loyalty program based on experience than points based rewards would be appealing. ^[1]
• 69% of hotel guests think personalized offers based on their stated preferences are appealing. ^[1]
• 65% of hotel guests think a more personal service from the staff is appealing. ^[1]
• 65% of hotel guests think personalized offers based on purchase history are appealing. ^[1]
• 70% of hotel reward members have downloaded a hotel app. ^[1]
• On average, business travelers consider three hotels before booking and 82% say loyalty programs matter when making that decision. ^[1]
• 90% of business travelers view rewards points and perks as a motivating factor in selecting a hotel, and 81% believe being a loyalty member results in better service. ^[1]
• 49% of business travelers use loyalty rewards on business travel and 43% use them during future leisure stays. ^[1]
• 84% of business travelers feel having a personalized guest experience is important. ^[1]
• 71% of business travelers have a loyalty membership, of those, 86% have filled out a custom loyalty profile with their preferences and 65% have different profiles for business and leisure trips. ^[1]
• Top five rewards of loyalty membership include earning free nights (47%). ^[1]
• room upgrades (46%), reward redemption flexibility (40%), express check in (38%) and service perks (30%). ^[1]
• 29% of men have used an airline rewards program in the last three months vs. 20% of women. ^[1]
• 91% of online travel agents report having a loyalty program, but only 9% have at least half of their users signed up as members and 59% report their program has signed up less than a quarter of their customers. ^[1]
• 62% of business travelers signed up for a hotel’s loyalty plan vs 54% of leisure travelers. ^[1]
• 60% of business travelers signed up for an airline loyalty program vs 50% of leisure travelers. ^[1]
• 92% of customers want fewer limitations in their loyalty programs like blackout dates Bank Loyalty Statistics. ^[1]
• Banks that let their customer experience decline risk losing up to 12.5% of their share of deposits. ^[1]
• 61% of female bank customers stay with their bank for more than five years. ^[1]
• Women are less willing than men to take up additional products or services with their bank (64.3% vs. 73% of men). ^[1]
• 80% of unbanked customers do not belong to any loyalty programs. ^[1]
• 42% of consumers said that a false decline would motivate them to leave their banking institution 59% of Millennials said they were very or somewhat likely to leave their bank over a false decline vs. 21% of seniors. ^[1]
• 80% of bank executives understand they are at risk of customer attrition; just 40% are focused on improving the customer experience. ^[1]
• 80% of consumers would switch financial institutions for a better experience 64% of consumers download a bank brand app for promotions and exclusive deals or products. ^[1]
• 61% of consumers download a bank brand app for loyalty programs 80% of U.S. consumers ages 18 and older. ^[1]
• say they’ve never subscribed to a subscription box service that regularly delivers health and hygiene products, beauty and cosmetic products (80%), groceries and meal kits (81%), and household goods (85%). ^[1]
• say they are very likely or somewhat likely to consider subscribing to at least one subscription box service (vs 33% of all U.S. adults). ^[1]
• The top perceived potential benefit of subscription boxes among all consumers is that they save time from shopping (48%). ^[1]
• Popular advantages of subscription boxes among consumers include never running out of a product they need (39%), and not having to remember to manually buy products themselves (33%). ^[1]
• 53% of shoppers worry it would ultimately cost more money to have a subscription box than not 42% of shoppers ages 18. ^[1]
• The median number of subscriptions an active subscriber holds is two, but nearly 35% have three or more. ^[1]
• 52% of membership executives said retention was either stagnant or had decreased. ^[1]
• 70% of all membership and fundraising participants are confident about their growth and sustainability in the next 5 years. ^[1]
• Overall churn rates across all industries is 6.73%. ^[1]
• Average B2B churn was found to be 6.22%, while the average for B2C companies was 8.11%. ^[1]
• Averages for voluntary churn were at 4.78%. ^[1]
• Averages for involuntary churn were 1.44%. ^[1]
• 61% of consumers want store memberships that offer lower prices. ^[1]
• 48% of individual membership organizations had an increase over the past year. ^[1]
• Of those organizations that showed increases in overall membership, 25% report increases of 6% 10%, while 19% report increases in membership over the past year of more than 10%. ^[1]
• 50% of associations report that their membership over the past five years has increased. ^[1]
• 68% of associations report renewal rates of 80% or higher. ^[1]
• The median membership renewal rate for associations is 84% overall. ^[1]
• Trade associations have a higher median renewal rate (89%) compared to individual membership organizations (80%) and combination associations (82%). ^[1]
• Almost 75% of association members say they’re likely to renew their membership. ^[1]
• 45% of associations report increases in their new member acquisitions. ^[1]
• Of members who describe themselves as very satisfied with their organization, 73% saw their organizations as early technology adopters, while 89% gave their organization an excellent ranking on the technology front. ^[1]
• Among members highly satisfied with their association’s technology, 88% are highly satisfied with their membership overall. ^[1]
• Among those who are not highly satisfied with their association’s technology, only 47% are highly satisfied with their membership. ^[1]
• Among members who reported being highly satisfied with their association’s technology, 95% indicated a high likelihood of renewing their membership. ^[1]
• Among members who are not highly satisfied with their association’s technology, only 78% indicated a high likelihood of renewal. ^[1]
• 49% of associations said their renewal rate has remained unchanged since last year 26% of associations saw an increase in renewals and 16% reported a decrease 68% of associations use email to get members to renew. ^[1]
• 66% of associations picked up the phone to get a member to renew. ^[1]
• 19% of associations involved their board of directors and 15% used calls from other members to spark renewals. ^[1]
• 16% of associations are using social media to target members for renewal. ^[1]
• 74% of association members said their organizations request their data, but less than half say they receive content based on that data. ^[1]
• 20% of consumers have subscribed to product subscription boxes in the past, but don’t anymore. ^[1]
• 97% of current fresh meal kit delivery services subscribers are using the company they originally signed up with, and 90% would recommend fresh meal kit delivery services to their friends. ^[1]
• 43% of consumers said they are at least somewhat likely to sign up for new subscription box services within the next year. ^[1]
• 69% of consumers who have subscribed to food boxes said they’ve been at least somewhat satisfied with the experience. ^[1]
• 90%ofB2Bandconsumeraudiencesagreethatbrandexperiencesdeliveringstrongerpersonalinteractionsoffermorecompellingbrandengagements. ^[1]
• About 85% of B2B decision makers start the buying process after a referral from a friend or colleague. ^[1]
• 71%ofB2Bcustomersareatriskoftakingtheirbusinesselsewhere71%ofB2Bcustomersareatriskoftakingtheirbusinesselsewhere. ^[1]
• 29% of B2B customers are fully engaged. ^[1]
• B2B customers with high customer engagement scores achieve 50% higher revenue/sales, 34% higher profitability and 55% higher share of wallet. ^[1]
• By 2021, data analytics driven businesses are predicted to take $1.8 billion annually from less informed peers. ^[1]
• 60% of consumers have used a buy now, pay later service and 46% are currently making payments through a buy now, pay later service, even though 66% believe it’s “financially risky”. ^[1]
• 57% of consumers say they regretted making a purchase through Buy. ^[1]
• Now, Pay Later because it was too expensive, and 56% have fallen behind making a payment. ^[1]
• 56% consumers say they prefer Buy. ^[1]
• Now, Pay Later over using credit cards for purchases, and 38% believe Buy. ^[1]
• Now, Pay Later over credit cards for purchases include It’s easier to make payments (45%), more flexibility (44%), lower interest rates (36%) and easy approval process (33%). ^[1]
• Did you know 61% of retailers cite customer retention as their biggest obstacle and a 5% increase in customer loyalty can increase the average profit per customer by 25% – 100%. ^[15]
• Around 58% of respondents buy from these stores and brands whose loyalty programs they belong to at least once a month. ^[15]
• Invespcro.com 64% of retailers say their loyalty/rewards program is the best way to connect with consumers. ^[15]
• 50% of consumers changed their behavior to reach a higher tier within a loyalty program On average, loyal customers are worth up to 10x as much as their first purchase. ^[15]
• The average repeat customer spends 67% more in their 31st to 36th months of their relationship with a business than in months 0. ^[15]
• 74% of travel customers surveyed have made purchasing decisions based on travel reward programs. ^[15]
• 67% of customers said surprise gifts are very important for loyalty programs 55% of millennials claim to be more brand loyal today, compared to 39% of consumers in the 35and. ^[15]
• 33% of American customers say they’ll consider switching companies immediately following a single instance of poor service. ^[9]
• 60% of American customers say they’ll consider switching companies following two to three instances of poor service. ^[9]
• About 50% of loyal customers have left a company for a competitor who was able to stay more relevant and better satisfy their needs. ^[9]
• 81% of customers trust recommendations from family and friends over those from companies. ^[9]
• 55% of customers now trust companies less than they used to. ^[9]
• A 5% increase in customer retention correlates with at least a 25% increase in profit. ^[9]
• 69% of American customers would spend more on a company with better customer service 9. ^[9]
• 90% of customers are likely to purchase more than once. ^[9]
• 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[9]
• 90% of American customers share their customer service experiences with others. ^[9]
• 35% of American customers post negative comments about companies on social media, but 53% of American customers post positive comments about companies. ^[9]
• 60% of loyal customers will purchase more frequently from their preferred companies. ^[9]
• 50% of loyal customers will make more purchases with their preferred companies. ^[9]
• 68% of American customers believe a great customer service interaction is fueled by a pleasant experience, while 62% say a knowledgeable experience and only 42% say a quick experience. ^[9]
• Customers with an emotional relationship with a brand have a 306% higher lifetime value and will recommend the company at a rate of 71%, rather than the average rate of 45%. ^[9]
• 80% of American customers are satisfied with the customer service currently provided by their businesses. ^[9]
• 26% of customers feel more loyalty to brands, while 21% of customers feel more loyalty to products. ^[9]
• 80% of customers gradually gained loyalty for a brand over time, due to experiences with excellent products, service, reviews, advice, etc. ^[9]
• 37% of American customers consider themselves to be loyal to a company after at least five purchases. ^[9]
• 52% of American customers will join a loyalty program with a preferred company. ^[9]
• 77% of customers have maintained loyal relationships with their preferred companies for 10 or more years. ^[9]
• 90% of American customers believe they are equally as or more loyal than they were to their preferred companies a year ago. ^[9]
• The average customer spends 67% more in their third year than their first year with a business. ^[9]
• 60% of customers say unexpected rewards are the biggest reason they’ll stay loyal to a brand. ^[9]
• 42% of customers will abandon a brand if it doesn’t have a real time customer support line. ^[9]
• 54% of customers will stop shopping with a brand if it doesn’t provide engaging content or relevant coupons. ^[9]
• 82% of customers feel more positive about a brand after engaging with personalized content. ^[9]
• 54% of people would like to see more video content produced by the brands they support. ^[9]
• Music can improve brand favorability by up to 46%. ^[9]
• Only 37% of consumers say that loyalty programs are an effective way to earn their business. ^[9]
• 55% of consumers enrolled in customer loyalty programs use them infrequently. ^[9]
• 78% of consumers want a loyalty program that allows them to redeem their rewards more easily. ^[9]
• 57% of people want to engage with a loyalty program via their mobile device, but only 51% have an app that’s associated with their program. ^[9]
• Only 30% of consumers say their satisfied with their loyalty program’s website experience. ^[9]
• Loyal customers spend 67% more with a business than new ones. ^[9]
• 86% of consumers say loyalty is primarily driven by likeability and. ^[2]
• Millennials are 1.75x more likely than Boomers to say they’d like to be brand. ^[2]
• People who use Facebook more than five times a day are 1.25x more likely to be Brand Loyalists than people who use Facebook at least once a month. ^[2]
• Women are 22.19% more likely than men to always buy the product or services regardless of price, quality, convenience, or brand promise. ^[2]
• Personalization is a higher priority for driving loyalty for Generation K (54%) and Millennials (52%), than it is for Generation X (48%) and Baby Boomers (40%). ^[2]
• 56% of consumers said receiving a personalized incentive would improve consideration of the brand. ^[2]
• 77% of Millennials engage with brands around CSR vs. 53% U.S. average. ^[2]
• 62% of Millennials report that brand engagement is more likely to make them a loyal customer. ^[2]
• 91% of Millennials have preferences for brands associated with a cause vs. 85% U.S. average. ^[2]
• 1.4% of U.S. mother internet users said Advertising was the primary thing making them loyal 3.4% of U.S. mother internet users said a company that is socially responsible was the primary thing making them loyal. ^[2]
• 4.1% of U.S. mother internet users said they love a brand because it provides useful content. ^[2]
• 77% of consumers like when brands demonstrate their appreciation. ^[2]
• 47% of customers would take their business to a competitor within a day of experiencing poor customer service. ^[2]
• Customers are willing to spend anywhere from 3% to 20% more on items from a business that engages with them through. ^[2]
• Customers who receive responses on from a business are 30% more likely to recommend the brand to others, and 44% more likely to share their experience online and off. ^[2]
• 30% of the US changes brand often just for the sake of variety and novelty 49% of consumers will gladly switch brands for a coupon. ^[2]
• 26% of consumers say they shop more frequently at stores where they can earn rewards, 17% plan ahead to take advantage of rewards and promotions, and 14% shop only where they can earn rewards. ^[2]
• 13% of consumers said the ability to earn more rewards or save more money would prompt them to switch brands or shop at a different store. ^[2]
• 53% of adults living in high income households are willing to switch brands for the sake of using a coupon. ^[2]
• 60% of mobile coupon users say they will “gladly switch brands to use a coupon”. ^[2]
• 37% of consumers who ended a business relationship did so because they were frustrated with the IVR 60% of consumers have not completed an intended purchase based on a poor customer service experience. ^[2]
• It takes 12 positive customer experiences to negate the poor impression left behind from one unresolved, bad experience 52% of consumers have switched providers in the past year due to poor customer service. ^[2]
• The estimated cost of customers switching due to poor service is $1.6 trillion. ^[2]
• 81% of consumers admit that it is frustrating dealing with a company that does not make it easy to do business with them. ^[2]
• Once a provider loses a customer, 68% of consumers will not go back 80% of ‘switchers’ feel the company could have done something to retain them. ^[2]
• 83% of consumers who switched providers say if companies could provide better live or in person support, it would have impacted their decision to switch providers. ^[2]
• 61% of Millennials have ditched one of their favorite brands for another. ^[2]
• 32% of consumers would turn on a brand if it doesn’t treat or pay its workers fairly. ^[2]
• 27% of consumers would switch brands if the product isn’t environmentally friendly. ^[2]
• 5% of Millennials cited the lack of a mobile app as reason for switching brands. ^[2]
• 40% of Millennials cited product quality or the unavailability of a brand in store or online as primary reasons for dumping a brand for a competitor. ^[2]
• 27% of small business owners estimate that 11 20% of first time customers don’t return to their business. ^[2]
• 32% of executives say retaining existing customers is a priority. ^[2]
• Existing customers are 50% more likely to try new products, and spend 31% more than new customers. ^[2]
• 31% of executives say improving customer engagement is a priority. ^[2]
• 29% of executives say maximizing customer lifetime value is a priority 55% of consumers who leave feedback in a mobile app are not likely to remain a customer. ^[2]
• 66% of companies that saw a decrease in customer loyalty over the past year do not have a mobile app. ^[2]
• 55% of consumers said they are not likely to continue being a customer of a company that ignores their feedback. ^[2]
• 97% of consumers said they are somewhat likely to become more loyal to a company that implements their feedback. ^[2]
• 80% of Gen Z consumers are willing to sign up for loyalty cards in exchange for deals/discounts 85% of loyalty program members prefer interacting with their favorite loyalty program online. ^[2]
• 63% of loyalty program members believe having a wide range of rewards and offers is the most important aspect of a loyalty program. ^[2]
• 74.17% of women said they would refer a friend to a loyalty program that they participate in compared to 67.05% of men 76.82% of women and 73.84% of men are likely to shop with a brand that has a loyalty program. ^[2]
• While 63% of consumers participate in payments rewards programs, only 19% use rewards programs regularly. ^[2]
• 74% of Baby Boomers, 58% of Gen X and 41% of Millennials claim they would be encouraged to spend with a brand that has a loyalty program. ^[2]
• 43% of consumers say rewards programs require too much spending to reach the next level of status, 36% say the points or rewards expire before they can use them, and 33% say it’s hard to use the rewards because of all the restrictions. ^[2]
• 33% of Millennials dislike rewards programs because there are too many cards to carry. ^[2]
• 19% of Marketers listed loyalty acquisition at the top of their list as a primary objective for 2017. ^[2]
• Consumers said that savvy shoppers (34.5%), followed by credit card companies (27%), brands (26%) and wealthy people (12%). ^[2]
• 60% of consumers believe in their reward programs 76% of consumers said they plan to make no changes in their level of participation in reward programs in 2017, while 12% said they’d participate more and 12%. ^[2]
• some Millennials (45.1%). ^[2]
• 48% of consumers cited SMS as their preferred means of receiving loyalty messages, followed by email (22%) and app notifications (20%). ^[2]
• 84% of U.S. businesses use some form of non cash incentive awards. ^[2]
• Noncash sales incentive programs are present in three out of five businesses; noncash loyalty programs are used in 45% of firms; 41% use non. ^[2]
• 84% of Millennials and 80% of adults with household incomes of $60k+ are more likely to use mobile payments if loyalty rewards and discounts are automatically applied. ^[2]
• If adults receive expiration reminders via mobile wallet, 64% are more likely to use the coupon. ^[2]
• 67% of U.S. adults and 58% of U.K. adults are likely to visit a store if they receive coupon expiration reminders when they’re close to a store. ^[2]
• 73% of adults are more likely to join a loyalty program if points and rewards are automatically updated and immediately visible on mobile wallet loyalty cards. ^[2]
• 94% of customers indicated that they would use mobile wallets more often if they were able to earn and redeem loyalty rewards through the platform. ^[2]
• 63.7% of small businesses plan on using a customer loyalty program in 2016. ^[2]
• 81% of consumers are more likely to continue doing business with brands that offer loyalty programs. ^[2]
• Over 20% of loyalty program members have never made a redemption. ^[2]
• 31% of loyalty program members, but only 15% of all U.S. online adults, will use a brand’s mobile app 69% of Millennials belong to a retail loyalty program and 70% of those are happy with the program. ^[2]
• 45% of consumers prefer rewards in the form of prepaid debit and gift cards. ^[2]
• 59% of Millennials value loyalty programs that offer special services like concierge. ^[2]
• 70% of consumers find the option to redeem points instantly on credit card purchases appealing; 43% are willing to pay a premium for the convenience. ^[2]
• 23% of shoppers use mobile access to loyalty/rewards programs. ^[2]
• 52% of loyalty program members would not be willing to pay a membership fee (48% would). ^[2]
• More than 45% of consumers say the opportunity to earn rewards is a primary driver for purchasing from a brand. ^[2]
• 57% of consumers are interested in using their mobile device to check their points balances, redeem reward points (55%), find a location/store (54%), and browse reward options (54%). ^[2]
• Millennials are most incentivized to join a loyalty program based on how quickly rewards accrue (51%) and the variety of rewards available (38%). ^[2]
• 50% of millennials stated they quit a loyalty program because rewards took too long to accrue. ^[2]
• 40% of millennials prefer to use an app to identify themselves as loyalty members. ^[2]
• 25% of cards downloaded to Apple Pay are store and loyalty cards. ^[2]
• 53% of young Millennials said reward programs are rigged, a 29% increase over the general population 37% of older Millennials said reward programs are rigged. ^[2]
• 35% of media executives mentioned a lack of technologies to enable them to attain repeat or loyal customers. ^[2]
• 38% of executives have a dedicated budget for customer experience. ^[2]
• More than 50% of all shoppers would be encouraged to shop more frequently or spend more with a brand if they received discounts on future purchases. ^[2]
• 91% of global online shoppers reported that they are a member of a loyalty/reward program. ^[2]
• 67% of shoppers will purchase items from different stores or websites to get the lowest price, and 72% said they would be enticed by promotions or coupons to shop at a store they have not used in the last year. ^[2]
• 56% of Millennials say they shop at their favorite retailer. ^[2]
• The factors most likely to entice shoppers to share personal data are discounts or coupons (78%), loyalty card points (52%) and highly relevant promotions (47%). ^[2]
• 69% of retailers see opportunities to utilize social media to enhance the customer experience. ^[2]
• 43% of global online shoppers said interaction with their favorite brands on social media made them respect. ^[2]
• U.S. retail professionals said social media drives customer acquisition and 44% said it drives retention. ^[2]
• 81% of global loyalty program participants say it’s appealing to earn rewards regardless of whether or not a purchase was made in store, on a website or mobile device. ^[2]
• 79% of global loyalty program participants say it’s appealing to be able to choose among several types of rewards (79%). ^[2]
• 77% of global loyalty program members find personalized promotions based on past purchases appealing, as well as the opportunity to earn bonuses by doing a specified activity (76%). ^[2]
• Loyalty programs are most influential for consumers when shopping at mass merchandisers (55%) and least influential at office supply retailers (24%). ^[2]
• U.S. internet users for whom loyalty programs will be influential when deciding where to shop during the 2016 holiday season department stores (48%), electronics retailers (43%), club stores (37%), drug stores (35%), apparel retailers (33%). ^[2]
• 65% of women have used a grocery store loyalty program in the last three months vs. 50% of men. ^[2]
• Nearly 70% of consumers said it is important to them that stores carry goods that cater to the local community. ^[2]
• It is most important to Millennials (76%) and least important to Baby Boomers (61%). ^[2]
• The biggest reason consumers leave a store without making a purchase is that they couldn’t find what they were looking for (60%) and the high price (51%). ^[2]
• 37% of consumers purchase another brand when their favorite brand is out of stock, while 21% visit another store. ^[2]
• 49% of American adults say they would shop more at a retailer that offers a wider selection of multicultural products. ^[2]
• Members of retailers’ loyalty programs generate between 12% and 18% more revenue for retailers than those who do not belong. ^[2]
• 66% of consumers said they saw “no evidence” that stores they visit regularly know them as a consumer 49% of Millennials vs. 31% of other generations follow their favorite brands or retailers. ^[2]
• 59% of consumers said their opinion of a retailer would be more positive if they started to receive coupons and offers that could be saved on their smartphones. ^[2]
• 15% of shoppers would give a brand or product a second chance after a poor experience 68% of shoppers belong to at least two grocery store loyalty programs. ^[2]
• 60% of shoppers consider themselves loyal to a particular grocery store 60% of shoppers are willing to jump ship to a rival retailer if their preferred method of delivery isn’t available. ^[2]
• 27% of shoppers would give a physical store a second chance after a poor interaction 16% of shoppers would give an ecommerce site a second chance after a poor experience. ^[2]
• 66% of online consumers said a poor delivery experience could prompt them to hit another ecommerce retailer. ^[2]
• 11% of American adults say they won’t do business with a company whose data was breached again. ^[2]
• 27% of shoppers affected by an incorrectly identified fraudulent charge said they will no longer shop with that retailer. ^[2]
• 40% of shoppers affected by an incorrectly identified fraudulent charge indicate they will be hesitant to order from that retailer again. ^[2]
• 93% of U.S. adults would not return to a retailer if they experienced some type of issue related to the facility. ^[2]
• 47.6% of Millennial shoppers say they feel most valued by retailers who reward them with loyalty points. ^[2]
• 75% of travelers are willing to share personal information, such as gender, age and email address, in exchange for tailored promotions, coupons, priority service or loyalty points. ^[2]
• 46% of loyalty program members said they like the ability to earn points on everyday spending with their airline loyalty program. ^[2]
• 47% of loyalty program members said they like the ability to earn points on everyday spending with their hotel loyalty program. ^[2]
• 29% of men have used an airline rewards program in the last three months vs. 20% of women. ^[2]
• Nearly 40% of “digital native” Millennials rely on mobile apps to track and redeem their rewards, while across all age groups, the use of plastic membership cards dropped by 4% during 2016. ^[2]
• 76% of business travelers said they would extend their business trips for leisure if their hotels offered discounts for additional nights or the chance to have a friend or family member join at a discounted rate. ^[2]
• When choosing an airport, Generation X (44%) and Millennials (41%) are much more influenced by airport loyalty programs than Baby Boomers (31%). ^[2]
• 61% of travelers look for loyalty programs with a broad spectrum of rewards. ^[2]
• Major hotel chains increased loyalty program members in 2015 by 13.1% compared with 2014. ^[2]
• 71% of travelers think the value of a loyalty program decreases if it offers a limited range of rewards. ^[2]
• 48% of Millennials report loyalty programs are important when booking flights and 51%. ^[2]
• 39% of Millennials agree “I don’t think it’s worthwhile to sign up for loyalty programs”. ^[2]
• 68% of Millennials will remain loyal to a program that offers them the most rewards. ^[2]
• 75% of Millennials will remain loyal to a hotel brand even if they lost all reward points. ^[2]
• 41% of Millennials joined a travel loyalty program because it was easy to use. ^[2]
• 83% of highly satisfied hotel loyalty program members say they “definitely will” recommend the brand. ^[2]
• 77% of hotel loyalty program members say their program is equally as valuable as it was in 2015; 11% say their program is less valuable than the year before. ^[2]
• 40% of customers choose hotel loyalty programs based on convenience of locations. ^[2]
• 55% of the affluent middle class hold frequent flyer memberships, down from 65% in 2014. ^[2]
• InterContinental Hotels Group’s IHG Rewards Club is the world’s largest hotel loyalty program with more than 92 million members as of December 31, 2015 96% of millennials are using restaurant loyalty programs. ^[2]
• 59% of millennials quit restaurant loyalty programs because rewards “aren’t valuable enough” 30% of millennials prefer earning points based on the money they spend at the restaurant. ^[2]
• An integrated loyalty program is the #6 feature restaurants look for when upgrading restaurant POS systems Loyalty signup rates increase by 1,000% when the loyalty program is integrated with the customer’s credit card and the buying experience. ^[2]
• Member and Subscriber Engagement & Loyalty Statistics 49% of associations show member growth, up from 46% in 2015 31% of associations report a retention rate of less than 85%, the lowest since 2012. ^[2]
• 68% of associations report renewal rates of 80% or higher. ^[2]
• 54% of association leaders say their association’s retention rate has stayed the same over the past 12 months 51% of associations say their membership has increased over the past five years. ^[2]
• 44% of associations report no change in renewal rates, 24% showed increase. ^[2]
• 22% of associations report declines in membership over the past year. ^[2]
• 55% of all association members have engaged in at least one activity with the association in the past year. ^[2]
• 60% of associations with a renewal rate of 80% or higher have an engagement plan. ^[2]
• Top reasons members don’t renew memberships lack of engagement (33%), left the industry (30%), couldn’t justify costs (29%). ^[2]
• 83% of associations cite engaging members as a motivation for using social media 63% of programs offering a young professional program saw an increase in participation. ^[2]
• 55% of members say they join associations to network with peers. ^[2]
• 76% of associations with increasing renewal rates indicate increased participation in their private social networks. ^[2]
• 56% of associations with a renewal rate of 80% or better used fixed renewal dates. ^[2]
• Most effective channels for generating member renewals email (77%), mail (58%), staff phone calls (37%). ^[2]
• Most effective channels for reinstating lapsed members email (66%), phone (41%), direct mail (35%). ^[2]
• 73% of association donors who volunteer are more likely to donate again. ^[2]
• 74% of association donors who attend an event are more likely to donate again 72% of association donors may stop donating because of unsatisfactory content. ^[2]
• 71% of association donors say personalized messages make them feel more engaged. ^[2]
• 16% of associations report that their attrition rate was higher than normal after their last dues increase; 60% note that it was about the same. ^[2]
• Top communication methods used in new member onboarding email (80%), mailed welcome kit (50%), membership card (46%). ^[2]
• 29% of your B2B customers are engaged. ^[2]
• B2B customers with high customer engagement scores achieve 50% higher revenue/sales, 34% higher profitability and 55% higher share of wallet. ^[2]
• A 2016 report, for instance, shows that virtually 100 percent of consumers cheat on their favorite retailers. ^[16]
• ( TWEET THIS STAT Highly engaged customers buy 90 percent more often and spend 60 percent more per transaction, according to the Rosetta Consulting study. ^[16]
• A whopping 56% of customers will stay loyal to a business that “gets them.”. ^[10]
• The likelihood of selling to a prospective customer is 5. ^[10]
• The likelihood of selling to an existing customer is 60. ^[10]
• —influence 69% of people to choose a particular business. ^[10]
• 54.7% of consumers join loyalty programs to save money, while 37.5% join to earn rewards. ^[10]
• 54.7% of customers reveal that they’re truly loyal to five or less brands. ^[10]
• 84.3% of people choose to shop with companies whose values align with their own. ^[10]
• When surveyed, 75% of consumers admit to favoring companies that offer loyalty and reward programs. ^[10]
• People are 72% more likely to refer a brand to friends and family if they have a fruitful loyalty program. ^[10]
• On average, a United States company will lose 20 40% of its customers—a problem mitigated in part by improving customer loyalty. ^[10]
• Existing customers spend 31% more on average than new customers. ^[10]
• Decreasing your customer churn rate by just 5% can increase your profits up to 125%. ^[10]
• Only 15% of consumers will work with a brand who has questionable security practices (85% say no way). ^[10]
• According to the Pareto Principle of economics, nearly 80% of a business’s profits come from only 20% of its customers. ^[10]
• There is a 54% repurchase rate from retained customers who had their customer service complaints resolved. ^[10]
• There is an 82% repurchase rate from retained customers who had their complaints resolved quickly. ^[10]
• 53% of consumers believe businesses have a duty to be involved with at least one social issue outside the realm of their industry. ^[10]
• When a company has excellent customer service, 93% of consumers are more likely to serve as repeat customers. ^[10]
• 32% of consumers would completely stop doing business with a brand because of one bad customer service experience. ^[10]
• As mentioned above, 69% of consumers make purchases based on the availability of loyalty cards and programs. ^[10]
• 100% of small businesses who stay tuned with GoSite for small business advice are happy that they did. ^[10]
• Pura Vida Bracelets increased referral sales by 300%. ^[11]
• Evy’s Tree generated 83X ROI and lifted return customers 58%. ^[11]
• And yet, according to Bain & Company, “60 80% of customers who describe themselves as satisfied do not go back to do more business with the company that initially satisfied them.”. ^[11]
• As applied to loyalty programs, the top three reasons programs succeed, as reported by the 2017 COLLOQUY Loyalty Census are Easy to use. ^[11]
• In fact, the majority of program members — 54% — are “inactive.”. ^[11]
• Took too long to earn points or rewards 57%. ^[11]
• Did not provide rewards I was interested in 53%. ^[11]
• Program sent too many communications 38%. ^[11]
• Communications were irrelevant 36% Data via COLLOQUY and compiled within the Loyalty Programs Guide. ^[11]
• As a result, Evy’s Tree saw … 83X return on investment 65% redemption rate overall 58% repeat customer rate increase. ^[11]
• , Dr. Axe increased … Reward redemption by 300% Average order value by 36%, and Purchase frequency by 100% compared to non. ^[11]
• Similar to the Club’s countdown timer, for friends to receive 50% off their first order, they must act within 24 hours. ^[11]
• Somewhat similarly, 100% Pure uses LoyaltyLion’s tier functionality loyalty tiers to motivate and retain customers. ^[11]
• Ambassadors only need to be 13 years of age, and Sand Cloud donates 10% to non. ^[11]
• Since 84% of shoppers trust recommendations from people they know, Leesa’s bonuses will make them money and mobilize their existing customer base. ^[11]
• 6,800 referred visitors per month $135,000 per month via rewards 6% of their annual revenue. ^[11]
• VIB Rouge members get it all not only are they offered early access to upcoming promos, but this insider access also grants a 15% discount code on numerous sales, when regular shoppers only get 10%. ^[11]
• According to its 2017 annual report, Nordstrom Rewards loyalty program increased its membership base by 35% to 10.5 million customers. ^[11]
• Revenue from Nordstrom Rewards represented 51% of sales, an increase from 44% in 2016. ^[11]
• Over 90% of companies have some type of loyalty program 3.3 billion loyalty memberships are present in the United States alone. ^[3]
• Source Of consumers in America, 52% will join the loyalty program of a brand they purchase from often. ^[3]
• Only 44% of people who signed up for loyalty programs expressed satisfaction with them. ^[3]
• This statistic is a bit misleading because 49% of consumers only belong to 3 loyalty programs which means the other 51% can be considered power users. ^[3]
• Source A much smaller percentage, of customers, only 18% are active in all the loyalty programs they join. ^[3]
• Conversely, 65% of consumers engage with fewer than half of the loyalty programs they join. ^[3]
• Out of the consumers surveyed, only 8% say rewards aren’t at all important to their purchase decision. ^[3]
• 57% of loyalty program members in the U.S. have abandoned a program because it took too long to meet the requirements for a reward. ^[3]
• 70% of Millennials, 71% of Generation X, and 63% of Baby Boomers admitted a loyalty program influences the brands they choose to buy from. ^[3]
• The Silent Generation has second highest participation in loyalty programs at 62%. ^[3]
• Surprisingly Generation Z only had a 59% participation rate in loyalty programs in 2019 (down from 68% in 2018). ^[3]
• Collecting personal information will make it less likely for 71% of Americans to join a loyalty program. ^[3]
• 43% of people participate in loyalty programs for discounts or offers and 27% participate to earn free offers. ^[3]
• Source Only 5% of customers sign up for a loyalty program to stay connected to a brand. ^[3]
• Incentives are a big part of getting people engaged with 92% of people saying that it matters to them. ^[3]
• Staying connected to a brand isn’t important to loyalty program members with 95% saying it doesn’t matter. ^[3]
• Older generations seem to be the most engaged with loyalty programs with the participation of Gen Z falling by almost 10% in a single year. ^[3]
• 80% of a brand’s future revenue comes from just 20% of its current customers. ^[3]
• Those who’ve bought from you at least twice in the past are 9 times more likely to buy from you again with a new potential customer. ^[3]
• Those who’ve bought from you at least once are 5 times as likely to buy from you again as a new potential customer. ^[3]
• Customers who have characterized their relationship with a brand as emotional have a lifetime value that’s 306% higher than average consumers. ^[3]
• 67.8% of shoppers define brand loyalty as repeat purchases. ^[3]
• 41% of consumers are more likely to do their holiday shopping with a brand they’ve already purchased from. ^[3]
• 59% of loyal consumers are more willing to refer a brand to their friends and. ^[3]
• family.source 75% of consumers said receiving an incentive increases the likelihood of making another purchase. ^[3]
• After a positive experience with receiving a reward for loyalty, 70% of consumers visit the brand’s retail locations, more than 40% follow the brand on social media, and a little over 30% subscribe to the brand’s newsletter. ^[3]
• An increase in loyalty of just 7% can increase the lifetime profits by up to 85%.Source After having a great experience, 71% of customers recommend a service or product. ^[3]
• It’s estimated that $1.6 trillion is lost to poor customer service which has a direct correlation with customer loyalty. ^[3]
• When customers have a frustrating shopping experience, they are 3 times as likely as satisfied customers to not buy from the same brand again. ^[3]
• 69% of shoppers claimed that they wouldn’t shop with the same online store. ^[3]
• A whopping 84% of shoppers will refuse to buy from a brand again if they have a poor returns experience.source. ^[3]
• In a joint study published by Manta and BIA/Kelsey, 61 percent of SMBs say that repeat customers drive more than 50 percent of their sales. ^[3]
• Meanwhile, only 34 percent of these small businesses have a loyalty program in place. ^[3]
• The study also found out that repeat customers spend 67% more than new ones. ^[3]
• In other words, Prime customers spend 140% more!. ^[3]
• According to a Visa sponsored Loyalty Report study, 81% of customers say that loyalty programs encourage them to keep buying from a brand. ^[3]
• More than 39% of customers in a loyalty program would spend more on your product even if they have cheaper alternatives. ^[3]
• But it doesn’t stop there, those customers’ frequency of buying is 90% higher than others. ^[3]
• In the Loyalty Report study that we cited earlier, 73% of customers on your loyalty rewards program are more likely to recommend your brand. ^[3]
• HubSpot says that 81% of customers trust recommendations from their friends and family. ^[3]
• McKinsey reports that 20% to 50% of all buying decisions come from word of mouth. ^[3]
• Customers who’ve shopped ten or more times refer 50% more people than one. ^[3]
• A mere 2% increase in customer retention would have the same effect as cutting costs by 10%. ^[3]
• In another report, a 5% boost in customer retention rate translates into a 25% increase in profit. ^[3]
• Here’s the exciting part Depending on your industry, increasing your customer retention by 5% could earn you a 125% boost in profits. ^[3]
• In a study by Technology Advice, more than 82% of shoppers say they’ll opt for a business with a loyalty program over a store that doesn’t have one. ^[3]
• About 63% of businesses think that customer acquisition is their most important advertising goal. ^[3]
• The number of businesses that consider customer retention easier moved from 70% to 80% in one year. ^[3]
• The study showed that the revenue share from repeat buyers in Europe increased by 3%, and fell only by 1% in the US. ^[3]
• The Adobe study also showed that loyalty program customers bought 25% more per purchase during holidays and other seasonal sales. ^[3]
• Meanwhile, first time buyers only bought 4% to 17% more per purchase. ^[3]
• In the Adobe Digital Index report, loyal customers could convert at 24% where new customers only convert at 6%. ^[3]
• In the US alone, over 90% of companies have some type of loyalty program. ^[3]
• In fact, 73% of customers on your loyalty rewards program are more likely to recommend your brand to other people. ^[3]
• It is estimated that every year almost $1.6 trillion is lost to poor customer service which has a direct correlation with customer loyalty. ^[3]
• 85% of loyalty program members haven’t heard a single word since the day they signed up. ^[17]
• 88% of respondents indicated that quality is a key factor in their decision to remain loyal to a brand; 72% identified customer service as a top priority. ^[17]
• 48% of respondents said that the most critical time for a company to gain their loyalty was when they make their first purchase or begin service. ^[17]
• 54% of respondents would consider increasing the amount of business they do with a company for a loyalty reward, and 46 % said they already have. ^[17]
• However, the majority of consumers (62%). ^[17]
• 53% of Americans participate in a loyalty program because of ease of use U.S. consumers hold 3.8 billion memberships in customer loyalty programs. ^[17]
• 37% of U.S. consumers participate in a loyalty program because they are easy to understand 57% of U.S. consumers will abandon a loyalty program if it took too long to earn points or miles. ^[17]
• 26% of North American consumers will stop using a loyalty program if it doesn’t have a smartphone app. ^[17]
• 56% of brands automatically enroll customers into their loyalty program at account signup. ^[17]
• 51% of Americans trust loyalty programs with their personal information 70% of shoppers said they belonged to between one and five non grocery loyalty programs 16% of shoppers don’t belong to a loyalty program of any kind. ^[17]
• 24% of shoppers use the rewards they earn. ^[17]
• 43% of shoppers say rewards expire before they can be redeemed. ^[17]
• 38% of shoppers say they never knew if they had rewards available. ^[17]
• Redeemers are twice as satisfied with loyalty programs as non redeemers 71% of shoppers say they would be more likely to use their loyalty cards if they could access these cards and rewards from their mobile phone. ^[17]
• 81% of consumers agree that loyalty programs make them more likely to continue doing business with a brand. ^[17]
• 86% of consumers who like a loyalty program will shop more, and of those, 58% will shop 15% or more with their retailer/brand of choice. ^[17]
• 73% of members are more likely to recommend and say good things about brands with good loyalty programs. ^[17]
• Asked to define their brand loyalty, consumers polled overwhelmingly characterized it as repeat purchasing (67.8%), followed by “love” for the brand (39.5%), and finally, preference despite price (37.7%). ^[4]
• Echoing the above explanations of brand loyalty, 36.5% of shoppers said they will spend more on products if they’re loyal to a brand, even if they can find cheaper options elsewhere. ^[4]
• In addition to spending more, most brand loyal shoppers (59.3%). ^[4]
• Directto consumer brands — both digital natives and legacy brands renewing their D2C efforts — are prioritizing customer experiences that build an emotional connection with shoppers (AKA the “love” that nearly 40% of loyal customers describe feeling). ^[4]
• More than a third (36.4%). ^[4]
• What’s more, nearly a third (61.1%). ^[4]
• This one may seem like a no brainer, after all, 59.5% of consumers polled said they would likely join the loyalty program of a brand they’re loyal to. ^[4]
• In fact, 28.7% of shoppers want rewards to be more interesting, and 38% of shoppers say their biggest loyalty program pain point is that making a purchase is the only way to earn points. ^[4]
• For redemptions, Do Offer onesizefits all rewards — nearly a third of customers (29.4%). ^[4]
• However, that’s a risky road to walk down, since 77.8% of shoppers polled said product is the number one reason they’re loyal to a brand. ^[4]
• Naturally, this extends to digitally native brands, which are often defined by their “hero product” — 61% of shoppers say they like online first brands because of their premium products and accessible pricing. ^[4]
• Nearly one fifth (19.2%). ^[4]
• More than a quarter (25.2%). ^[4]
• Similarly, 25.6% were upset that they could not collect and redeem points for a brand’s loyalty program when purchasing an item through a third. ^[4]
• Invite only events are another way to create that sense of exclusivity, but don’t make them a primary focus, since only 9.6% of shoppers indicated that they’re seeking out brand events. ^[4]
• In 2020, 35% of employees plan to look for a new job, 33% are not planning to look for a new job, and 32% are undecided. ^[5]
• 14% of employees identify themselves as either somewhat or completely disengaged. ^[5]
• 35% of employees are somewhat engaged, but feel their company could do more to improve employee experience. ^[5]
• 32% of employees have average engagement but are open to new opportunities 6% of employees are somewhat disengaged but not looking for new job opportunities. ^[5]
• 8% of employees are completely disengaged and/or actively looking for another job. ^[5]
• 74% of people would not be more likely to leave their current employer if their best friend left. ^[5]
• 55% of people would not leave their current employer. ^[5]
• even if they felt disconnected from their colleagues 10% of employed Americans feel their productivity is lower than their peers all or most of the time. ^[5]
• 49% of employed Americans say their productivity all or most of the time is higher than most workers who have a similar type of job, and another 32% feel they are more productive some of the time. ^[5]
• 51% of workers with rotating schedules have been at their current job for three years or more. ^[5]
• 22% of workers said they’d be happy working at their job for more than 10 years . ^[5]
• ) 7% of workers indicate they’re currently searching for a new job 69% of men and 55% of women would be happy at their jobs for three years or more. ^[5]
• 31% of employees say they’ve worked at their current primary job for more than eight years. ^[5]
• 24% of workers have been at their current job three to five years, and 21% have been at their jobs less than two years. ^[5]
• 94% of talent professionals agree employee experience is very important to the future of recruiting and HR, along with people analytics (85%), internal recruiting (82%), and multi generational workforce (74%). ^[5]
• 77% of companies focus on employee experience to increase retention. ^[5]
• There is a 41% longer employee tenure at companies with high internal hiring compared to those with low internal hiring. ^[5]
• 96% of talent professionals say employee experience is becoming more important. ^[5]
• Talent professionals say they’re increasingly focused on employee experience in order to increase employee retention (77%), increase employee productivity (71%), meet expectations of Millennials and Gen Z (40%), and attract more candidates (29%). ^[5]
• Companies rated highly on employee training saw 53% lower attrition. ^[5]
• Companies rated highly on purposeful mission saw 49% lower attrition. ^[5]
• Companies rated highly on flexible work arrangements saw 137% higher headcount growth. ^[5]
• Companies rated highly on open and effective management saw 143% higher headcount growth. ^[5]
• 73% of talent professionals say people analytics will be a major priority for their company over the next 5 years. ^[5]
• Employees stay 41% longer at companies with high internal hiring compared to those with low internal hiring. ^[5]
• 81% of talent professionals agree that internal recruiting improves retention, accelerates new hire productivity (69%), and accelerates hiring process (63%). ^[5]
• The top three barriers to internal recruiting are managers don’t want to let go of good talent (70%), not enough qualified internal candidates (56%), and more difficult to diversify workforce (38%). ^[5]
• 73% of employees say they’d stay at their company if there were more skill. ^[5]
• 89% of talent professionals say a multigenerational workforce makes a company more successful. ^[5]
• 56% of Gen Z, 73% of Millennials, 35% of Gen X, and 10% of Baby Boomer talent professionals say their company plans to focus on recruiting any generation over the next 5 years. ^[5]
• 25% of Gen Z, 56% of Millennials, 60% of Gen X, and 36% of Baby Boomers say their company plans to focus on retaining any generation over the next 5 years. ^[5]
• Baby Boomers stay 18% longer than the average employee, and Gen Xers stay 22% longer than average. ^[5]
• Execs say 64% of total company costs are labor costs. ^[5]
• Execs attribute 72% of their company’s value to their employees. ^[5]
• Only 36% of companies have a talent strategy 24% of companies have a well documented talent strategy that is understood throughout the organization. ^[5]
• 20% of companies say their talent strategy is completely aligned with their business strategy. ^[5]
• 17% of companies believe they have the right people throughout the company to execute their business strategy. ^[5]
• 37% of executives say their #1 priority is talent strategy. ^[5]
• 22% of companies consider talent strategy a shared responsibility. ^[5]
• Talent optimized companies outperform other companies by 16% in terms of strategic success rates. ^[5]
• On average, 47% of high performing employees left their company last year. ^[5]
• Talent optimized companies have 30% lower turnover of top performers. ^[5]
• Talent optimized companies have 34% higher employee performance. ^[5]
• Talent optimized companies spend 31% less time on people problems 47% of companies have tools that accurately evaluate whether they have the right executive team in place. ^[5]
• Execs say only 49% of last year’s. ^[5]
• 61% of execs say employees are terminated because they lack the behavioral fit or cognitive ability needed for the job 27% of companies don’t have an effective, repeatable hiring process. ^[5]
• a 7 Companies that place more of an emphasis on using analytics for hiring are more likely to surpass their goals. ^[5]
• 24% of hiring managers lack access to behavioral and cognitive candidate data. ^[5]
• 53% of execs say their hiring teams are somewhat aligned. ^[5]
• Executives said their biggest weakness as a leader was getting rid of under performers (16%) and hiring the best people (15%). ^[5]
• 22% of companies know what is driving employee disengagement. ^[5]
• 17% of executives say increasing employee engagement is a top priority. ^[5]
• 33% of executives say improving our employees’ loyalty and faith in the company is a top priority 49% of American workers have thought about leaving their current organization. ^[5]
• 82.39% of employees say a lack of progression would influence the decision to leave their jobs. ^[5]
• 76% of workers said a tuition reimbursement program would make them more likely to remain at their organization. ^[5]
• Employees who feel empowered, respected and like they’re making a difference are more likely to stay onboard, and those who don’t have a 35% chance of staying. ^[5]
• There’s a 76% chance of an employee still being at a company after 12 months, after two years that likelihood drops to 59% and after three years to 48%. ^[5]
• 40% of employers plan to fill current and future openings with fulltime workers, and 47% plan to hire part time workers going into 2019. ^[5]
• 50% of HR managers have current openings for which they can’t find qualified candidates. ^[5]
• 32% of employees in talent acquisition media, technology and services plan to make a job change this year. ^[5]
• 78% of Gen Z employees and 43% of Millennials plan to leave their job within the next two years. ^[5]
• 79% of Gen Z and Millennial employees said an increase in recognition rewards would make them more loyal to their employers. ^[5]
• 70% of Gen Z and Millennial employees would stay at their job for another year if given rewards amounting to only $150 over one year. ^[5]
• 29% of employees said that they regularly search for jobs even when employed. ^[5]
• 61% of full time workers who changed jobs in the past two years said that a 9% pay boost could persuade them to quit their job, while 30% said being underpaid would probably cause them to look for another job. ^[5]
• 59% of employees said they would take a new opportunity. ^[5]
• 29% of full time workers who changed jobs in the past two years said a bad boss could drive them out. ^[5]
• Toxic workplace cultures have driven 20% of U.S. employees out of their jobs in the past five years at a turnover cost greater than $223. ^[5]
• 76% of employees say their manager creates the culture at work and 58% said they have left a job because of their manager. ^[5]
• Employees are 55% more likely to leave their jobs in the coming year, 32% more likely to feel dissatisfied in their jobs and 18% less likely to feel cared about by their employer. ^[5]
• 60% of workers who said they felt cared for by their employer plan to stay with their companies for three or more years, as opposed to only 7% of those who said they don’t feel cared for. ^[5]
• Among employees who said they feel cared for by their employer, 94% say they feel personally engaged in their work compared to 43% of those who don’t feel cared for. ^[5]
• 89% of employers think employees leave because of money, when only 12% actually do. ^[5]
• 25% of employees cited a bigger paycheck as the top reason for quitting their job, but 27% said the opportunity to do more meaningful work is why they accepted a new position. ^[5]
• 69% of employees will reject a job offer if they find out that a company’s workers are generally unhappy. ^[5]
• Women were 11% more likely than men to say flexible work options drove them to a new job, and millennials were 9% more likely to leave a job for more money than boomers. ^[5]
• 71% of workers are engaged at work. ^[5]
• When employers use assessments and workers have access to the results, engagement is 87%, versus 64% for those without access. ^[5]
• Engagement is higher at companies five years old or younger (77%) than older ones that are more than 30 years old (68%). ^[5]
• 84% of employees aren’t fully engaged at work. ^[5]
• 21% of gig workers were fully engaged compared to just 15% of full time employees 29% of virtual workers were fully engaged compared to 18% of employees who work in an office. ^[5]
• About 70% of Americans are disengaged at work. ^[5]
• Of the 5 billion people on the planet, only 1.4 billion have a good job, and just 16% of those are engaged 65% of employees plan to stay in their current jobs despite disengagement at work. ^[5]
• 20.8% of employees consider themselves very engaged, 16.3% are fully engaged and 31.3% are engaged but feel their company could do more to improve employee experience. ^[5]
• 34.7% of workers plan to look for a new job in 2019, down from 74% last year. ^[5]
• 70.1% of employees do not consider themselves very engaged 18.6% of employees haven’t even decided if they’ll look for a new job yet. ^[5]
• 31.6% of employees said they have average engagement in their current job 14% of employees said the main reason they would change jobs is because they aren’t engaged. ^[5]
• 48% of workers left their job because it wasn’t what they thought it would be. ^[5]
• 73% of Gen Z workers left their job for not meeting their expectations. ^[5]
• Businesses with a strong learning culture enjoy employee engagement and retention rates around 30 50% higher than those that don’t. ^[5]
• 42% of L&D professionals who indicated their employees were highly engaged in learning were also highly engaged overall at the organization. ^[5]
• 36% of workers and nearly half of millennials would consider quitting a job that didn’t provide learning opportunities. ^[5]
• 70% of staff members would be at least somewhat likely to leave their current organizations and take a job with one that is known for investing in employee development and learning. ^[5]
• Among employees who left their previous job, 34% said finding a new job with more career development opportunities spurred them on. ^[5]
• Employee engagement levels bounced back to an all time high rate of 65% in 2017, up 2% from 2016. ^[5]
• 47% of businesses believe that recent pension freedoms have led to employees being more engaged. ^[5]
• 55% of employees would be somewhat likely to accept a job with lower compensation but. ^[5]
• 67% of workers consider leaving their job if work arrangements became more rigid. ^[5]
• Nearly a third of millennials say they’ll be chasing higher salaries at another employer five years from now 68% of employees would consider leaving their job if they didn’t feel supported by more senior employees. ^[5]
• Top deal breakers when applying for or accepting a jobInappropriate interview questions (53%)Unrealistic job or skill requirements (51%)Misrepresenting job duties (50%)Aggressive behavior of recruiter or hiring manager . ^[5]
• 49%)Not responding to questions about open positions (38%)Poor followup by recruiting or hiring manager (37%)No faceto face contact during hiring process (30%). ^[5]
• Inappropriate interview questions (53%) Unrealistic job or skill requirements (51%). ^[5]
• Misrepresenting job duties (50%) Aggressive behavior of recruiter or hiring manager (49%). ^[5]
• Not responding to questions about open positions (38%). ^[5]
• Poor follow up by recruiting or hiring manager (37%). ^[5]
• No faceto face contact during hiring process (30%). ^[5]
• Women are more likely than men to express that inappropriate interview questions (56% vs. 50%) or aggressive recruiter/hiring manager (52% vs. 45%). ^[5]
• 63% of employees wouldn’t accept a job without first knowing that the organization is actively inclusive of women, minorities and people with disabilities. ^[5]
• 25% of employees would require at least a 20% increase in salary to justify making a move. ^[5]
• 72% of workers are satisfied, but 60% are still looking around for a new job with higher wages 51% of employees admitted increased expenses around the holiday inspire them to look for jobs with greater financial opportunity. ^[5]
• 62% of employees said they planned to increase their job search efforts in 2019. ^[5]
• 40% of workers say their current company is aware they’re actively looking for a new job. ^[5]
• Nearly 20% of Americans age 65+ are employed or actively looking for work, up from less than 12% about 20 years ago. ^[5]
• 12% of employees admitted they were disloyal to their employer and 21% considered themselves dissatisfied. ^[5]
• 30% of employees said they’ve left a job for not offering work flexibility. ^[5]
• 80% of workers say they would choose to work a job with a flexible work option over one without. ^[5]
• 81% of employers say expanding the talent pool is the key motivator for adopting flexible work policies. ^[5]
• 42% of adults said they’d jump ship for a flexible work option. ^[5]
• 61% of workers left or considered quitting a job because it lacked work flexibility options. ^[5]
• 70% of millennials have considered leaving a job for another boasting flexible work options, but just 50% of older workers have felt the same pull. ^[5]
• Almost 80% of millennials said they would be more loyal to an employer offering flexible work options, while just over 70% of older workers said they same. ^[5]
• More than 80% of millennials say they seriously consider how a position will affect their work life balance, but only 62% of older workers agreed. ^[5]
• Less than 10% of older and younger workers would say they produce their best work in the office; more than 60% said they’d be more productive if they telecommuted and. ^[5]
• 41% said they don’t think they should have to exchange salary or vacation time for telecommuting options. ^[5]
• Roughly onethird of adults would leave their job for a higher level position, a better company culture or a shorter commute 15% of adults said they wouldn’t leave their current job for any reason. ^[5]
• 18% of North American employees said they planned to switch jobs in 2017 but 26% actually did. ^[5]
• 33% of professionals selected “I’m bored, need new challenge” as their motivation for moving on to another job. ^[5]
• 44% of workers said they would leave their current job for one that pays more. ^[5]
• Money is the number one motivator for 67% of job seekers and employees looking elsewhere for career opportunities 74% of millennials believe job hunting could help their careers. ^[5]
• 19% of professionals cited more money as their reason for job hunting. ^[5]
• 46% of 18to25year olds is the age group most likely to leave their job 64% of workers feel uncomfortable negotiating higher pay with the hiring boss at a new job. ^[5]
• 66% of professional employees plan not to stay at their current company long term More than 80% of employees would quit their jobs for better development opportunities. ^[5]
• 61% of U.S. adults look for career development opportunities when considering employment opportunities. ^[5]
• Employees said managerial support was the most important aspect of company culture and 71% would quit if another employer offered them flexible scheduling in a new job. ^[5]
• Nearly half of employees said they’ve quit a job because of a bad manager, 56% think managers are promoted prematurely and 60% think managers need managerial training. ^[5]
• ) Women (59%) are more likely than men (48%) to say that disrespect will make them leave their jobs Managers who have limited knowledge (30%), offer inadequate performance feedback (24%). ^[5]
• can’t effectively help workers develop their skills (23%) and are uninvolved in daily interactions (18%). ^[5]
• 13.5% of workers admit that company culture will push them to accept another job offer 46% of employees would accept another job if the opportunity arose. ^[5]
• HR professionals and others involved in people management were 37% more likely to find work elsewhere and leave their current position than those in other job categories. ^[5]
• Employees with 36 months on staff were 19% more likely to churn than those with less than 3 months tenure (12%). ^[5]
• were 40% more likely to leave for another job. ^[5]
• About 40% of workers said they left a company because they lacked access to stateofthe art digital tools and 58% said they need to work elsewhere to gain digital skills. ^[5]
• Workers at technology laggards were 450% more likely to want to leave to go work elsewhere. ^[5]
• 58% of business leaders said their technology offerings are a factor in candidates’ decisions to work for them and 51% said outdated technology hampers their ability to compete for talent. ^[5]
• Almost 40% of employees chose interests and passion as the most important factor that informs their decisions to take or reject job opportunities. ^[5]
• 45% of employees said they consider a prospective company’s work life balance a crucial factor when researching a job. ^[5]
• 59% of employees say 1 2 years is the right length of time to stay in a job before looking for another 25% of employees are actively looking for new job opportunities and 55% are passively open to new opportunities. ^[5]
• 43% of employees said they would leave their current jobs for another that paid better. ^[5]
• 54% of employees said their main reason for staying on the job is their loyalty to their coworkers, team, boss or company. ^[5]
• 38% of younger employees ages 1825 and 34% of employees ages 5155 were most likely to quit their job because of a co. ^[5]
• A third of employees said their reason for leaving their job was a bad boss or manager 51% of employees, regardless of job title or role, say their peers are the No. 1 group that inspire them to stay with a company. ^[5]
• 62% of employees wish they knew their coworkers better, and 83% believe that knowing their coworkers better would make them a more engaged team member. ^[5]
• 90% of employees report hiring is a problem at their companies, and 87% say employee attrition is an issue. ^[5]
• 58% of workers say they’d start a job with a lower salary if that meant working for a great boss. ^[5]
• 60% of employees say they have left jobs, or would consider leaving because they don’t like their supervisors, and 58% say they would leave their job because of negative office politics. ^[5]
• 51% of employees would quit their job if training was not offered. ^[5]
• Offering career training and development would keep 86% of millennials from leaving their current position. ^[5]
• 56% of millennials believe that an individual should stay at a single company for more than 20 years. ^[5]
• If a job lacks growth opportunities and avenues for leadership development, 67% of millennials would leave that position. ^[5]
• 59% of Gen Z and 7% of baby boomers would have to remain with an employer for between 14 years to consider it to be long. ^[5]
• 38% of baby boomers would have to remain with an employer for 11+ years to consider it to be long. ^[5]
• 34% of Gen Z and 12% of baby boomers said the best way to get to where I want to be is by moving from company to company. ^[5]
• 61% of Gen Z employees say they would leave their current jobs within 2 years if given the choice 59% of Gen Z would expect to stay with their current employer for less than 2 years. ^[5]
• Millennials and Gen Z working for employers perceived to have diverse workforces and senior management teams are more likely to want to stay 5 or more years. ^[5]
• Among Millennial and Gen Z employees who said they intend to stay with their current employers for at least 5 years, 55% note greater flexibility in where and when they work now compared to 3 years ago. ^[5]
• 34% of employees say they plan to leave their current role in the next 12 months. ^[5]
• More than a third of workers are searching actively or casually for a job 36% of workers would consider a position if it presented itself, and only 27% said they are not interested in a job outside their current company. ^[5]
• 32% of employees said they need to leave their job to move forward in their career. ^[5]
• 86% of employees said it is important for employers to provide learning opportunities More than 35% of 18 34 year olds ranked compensation as the top motivating factor to leave their job. ^[5]
• 81% of employees would consider leaving their current role for the right offer. ^[5]
• 75% of employees are happy at work, but nearly 8 in 10 said they’re likely to leave in search of another position after just one bad day on the job. ^[5]
• 81% of job seekers cited dissatisfaction with the work environment as the major reason they started look elsewhere for work. ^[5]
• 75% of job seekers said being passed over for a promotion was a reason to go job hunting. ^[5]
• Hourly workers prefer to be developed for advancement internally rather than look elsewhere for career growth opportunities 44% of employees are happy in their current role. ^[5]
• 67% of employees are extremely or very satisfied with their jobs. ^[5]
• Maintaining or improving education and workforce partnerships is a priority to 61% of HR Professionals’ organizations. ^[5]
• Employers are on average offering new talent 15% pay increases to come on board, but employees only expect a 10% pay raise when switching employers. ^[5]
• Almost 75% of HR professionals said their organizations currently use technology driven HR initiatives, and 75% have turnover rates averaging up to 30% a year. ^[5]
• Turnover costs range from an estimated 90% to 200% of a departing employee’s salary. ^[5]
• It can cost 33% of an employee’s salary to replace him/her. ^[5]
• Turnover rates in business leadership positions are far higher for women (31%) than for men (24.1%). ^[5]
• 75% of the causes of employee turnover are preventable. ^[5]
• 60 70% of employee turnover is voluntary. ^[5]
• 73% of employees are open to hearing about new opportunities. ^[5]
• Nearly 60% of Americans would take a job they love over a job they hate, even if the preferred position paid half the amount of salary they would earn at the job they dislike. ^[5]
• 13% of employees say they love their job and are not looking for other opportunities. ^[5]
• 11% of employees say they don’t love their job, but they’re not sure if it’s time to leave it. ^[5]
• 59% of employees would leave their profession if they could. ^[5]
• 57.3 million Americans are freelancers, representing 36% of the U.S. workforce. ^[5]
• 47% of millennials are already freelancing. ^[5]
• 87% of employers said they planned to maintain or increase their head counts because of automation. ^[5]
• Nearly 50% of companies expect automation to lead to a reduction in their full time workforce by 2020. ^[5]
• 55% of freelancers are preparing for the future and automation’s possible takeover of their work by reskilling, compared to 30% of other categories of workers 63% of people are choosing to be freelancers, up from 53% since 2014. ^[5]
• Millennials are 50% more likely to relocate and 16% more likely to switch industries for a new job than. ^[5]
• nonmillennials 3% of employees say they’re unsure of their feelings toward their current job. ^[5]
• 45% of hiring decision makers note that salary is the top reason for employees changing jobs. ^[5]
• 48% of hiring decision makers note salary and compensation is the most influential factor for a candidate decision on where to work Employees earn a 5.2% pay increase on average when changing jobs. ^[5]
• A 10% increase in base pay increases the odds an employee will stay at the company by 1.5 percent. ^[5]
• 69% of hiring managers say voluntary turnover has not increased at their companies in 2016. ^[5]
• 34% of employers said that talent scarcity is their greatest concern. ^[5]
• More than 60% of employers said it’s difficult to find skilled workers, a little less than half said the same about meeting compensation requirements, and about the same amount have struggled to identify diverse candidates. ^[5]
• 58% of millennials reported that they intended to stay in their current role for fewer than three years. ^[5]
• 71% of full time state and local government workers are unhappy or disengaged with their jobs. ^[5]
• Millennial managers who haven’t been promoted resign at a rate of 5.2% higher than the average, while millennial managers who were promoted in the last two years resign at a rate of 3.1% below average. ^[5]
• Men who haven’t been promoted resign at a rate of 1.7% higher than the average, while women resign at a rate of only .7%. ^[5]
• Employers say there’s a 40% turnover rate among workers. ^[5]
• 53% of employees said they don’t expect to stay at their companies beyond five years. ^[5]
• 50% of employees say that are planning to stay at their current company for two years or less. ^[5]
• 27% of employees change jobs each year, 17% are actively job. ^[5]
• 71% of workers said they are looking to change employers. ^[5]
• 84% of passive job seekers would think about leaving their current employer if another with an outstanding rating made a job offer. ^[5]
• For every additional 10 months an employee stagnates in a job role, they are 1% more likely to leave the company. ^[5]
• 71% of employees would take a pay cut for their ideal job. ^[5]
• 21% of employees would take a 10% pay cut to work in a nicer workplace. ^[5]
• 32% of employees would take a 10% pay cut for a job. ^[5]
• 50% of referred employees stayed in their positions five years on average. ^[5]
• 86% of workers report they would expect to be happier at a job they were referred for. ^[5]
• 35% of Gen X employees are actively job hunting. ^[5]
• Baby Boomers are most likely to be satisfied in their current role (48%) and least likely to consider leaving (77%). ^[5]
• State with the highest employee engagement Alabama (37% of workforce). ^[5]
• More than 90% of workers said they are motivated and driven workers 50% of workers marked themselves as very motivated and. ^[5]
• another 88% said they are committed to doing their best work. ^[5]
• 22% of C suite workers, 34% of directors and managers and 28% of the most motivated employees said they check out for an hour every day. ^[5]
• 88% of business plan to improve employee engagement in 2017. ^[5]
• 65% of workers think they’d be more productive working at home than in the office. ^[5]
• 87% of employees say they’re “highly committed” to their organization. ^[5]
• 40% of millennials say they are “somewhat” committed to their employer. ^[5]
• 66% of older employees say they are “highly” committed 35% of employees have changed jobs within the past three years; 91% of these left their company to do so. ^[5]
• 54% of Americans say now is a “good time” to find a quality job. ^[5]
• 37% of engaged employees are looking for jobs or watching for opportunities, as are 56% of not engaged and 73% of actively disengaged employees 51% of U.S. workers overall (60% of millennials). ^[5]
• The average American worker spends 15 months in one role 93% of employers are actively taking steps to address the talent shortage. ^[5]
• 83% of HR professionals struggled with recruiting suitable candidates in the past 12 months. ^[5]
• 52% of HR professionals said the skills gap has worsened in the past two years, and 83% said the quality of job applicants decreased. ^[5]
• More than 25% of HR professionals said their organizations partner with schools to create a pipeline of candidates, but nearly half said the education system has done little to remedy the problem. ^[5]
• The number of employers concerned about retention rose by 7% since 2018. ^[5]
• 47% of HR leaders cited employee turnover and retention as their top challenge Companies’ top 3 challenges are training (44%), planning and budgeting (38%) and technology (37%). ^[5]
• 67% of decision makers say they’re more concerned about turnover at their organizations now than they were 12 months ago. ^[5]
• 17% of companies investing in data based HR technology are looking to reduce turnover. ^[5]
• 60% of companies investing in data based HR technology said they had average turnover rates of up to 20%, and 25% of the organizations had turnover rates of up to 50%. ^[5]
• 71% of Millennials say an organization’s view of technology will influence whether they want to work there and 66% of Gen Xers and 53% of baby boomers feel similarly. ^[5]
• About two thirds of baby boomers think younger workers aren’t as loyal and nearly 60% think younger workers feel entitled 12% of businesses are happy with current levels of employee engagement. ^[5]
• 31% of employers are very satisfied with their recruitment process 69% of high performing talent organizations are more likely to feature clearly defined musthave and niceto have skills in their job descriptions. ^[5]
• 55% of businesses think that stronger engagement would improve their ability to either retain, recruit or carry out succession planning. ^[5]
• 42% of businesses report that pension provision has a positive impact on employee retention. ^[5]
• 42% of employers said their wellness programs aim to improve employee engagement. ^[5]
• 24% of US businesses employing hourly workers say employee retention is their top problem Distraction at work is a problem for 69% of full. ^[5]
• 60% of employees said that meetings are a source of distraction. ^[5]
• 40% of employees said that flexible/remote work options can lower workplace distractions, and 52% say they’re more productive when working remotely. ^[5]
• 77% of employees reported they are more productive when working away from the office. ^[5]
• 70% of employees believe training could help them become more focused on the job and better at managing their time, but 66% have never asked their managers for such training. ^[5]
• 75% of companies agree it takes more time this year than last year to find the right talent to fill positions. ^[5]
• 67% of Gen X leaders said they would like more external coaching and 57% want external development 16% of HR leaders say a lack of budget is the primary obstacle to improving employee retention in the next 12 months. ^[5]
• Managing the hiring process and tracking applicants (16%). ^[5]
• Attracting strong, competent management and dedicated, capable staff (33%). ^[5]
• Developing employees and future leaders for succession (23%). ^[5]
• Measuring and managing employee performance (18%). ^[5]
• 33% of employers who have raised educational requirements have seen a positive effect on employee retention. ^[5]
• 30% of employees strongly agree that their manager involves them in setting goals at work; those who strongly agree with this statement are 3.6 times more likely than other employees to be engaged. ^[5]
• Among managers who oversee one to two employees, 59% report having no training at all, the same measure stands at 41% among managers who overs see three to five workers. ^[5]
• 42% of new managers admit they developed their style by observing and mimicking a previous manager rather than through any type formal training. ^[5]
• Nearly half of managers who had 10+ years of managerial experience said they’ve only received about nine total hours of training and 43% who have been manager for less than one year have had no training. ^[5]
• 21% of employees strongly agree that their performance is managed in a way that motivates them to do outstanding work. ^[5]
• Employees who claim their managers regularly acknowledge them for good work are 5 times more likely to stay. ^[5]
• 76% of employees who do not feel valued are looking for other job opportunities. ^[5]
• 44% of Millennials say they would be more loyal to their organization if their CEO took a public position on a hotly debated issue; 19% say they would be less loyal if their CEO spoke out. ^[5]
• 16% of Gen Xers and 18% of Boomers would be more loyal if their CEO spoke out about a hotly debated issue; 18% and 20%, respectively, would be less loyal. ^[5]
• 60% of employees would take slightly less pay for an empathetic employer, and 77% would even work longer hours 33% would change to more empathetic employers for equal pay, and 20% would switch companies for less pay. ^[5]
• 90% of employees are more likely to stay with an organization that empathizes with their needs. ^[5]
• Nearly 80% of employees would consider leaving their current organization if it started being less empathetic 92% of employees say showing empathy is an important way to advance employee retention. ^[5]
• 66% of employees agree employers should express empathy through benefit packages, rather than corporate social responsibility programs Highly engaged business units result in 21% greater profitability. ^[5]
• 10% in customer engagement 26% of employees admit to sharing sensitive information outside the company 8% of global employees are actively disengaged and intend to stay at their organization. ^[5]
• Workers who have a good work life balance are 10% more likely to stay at their companies than those who don’t. ^[5]
• 54% of professionals’ career choices are motivated by seeking a healthy work/life balance 37% of Gen X contemplate leaving to advance their careers, 5% lower than millennials. ^[5]
• Workers ages 1835 rank career advancement opportunities (32%) and worklife balance (34%). ^[5]
• 53% of employees say greater worklife balance and personal well being are very important to them. ^[5]
• when considering whether to take a job with a different organization 72% of workers didn’t accept the rationale for why they didn’t get a raise, and 71% who received no rationale said they planned to look for a new job within six months. ^[5]
• Of employees that received some rationale as to why they didn’t get a raise, just over 25% actually believed it and of those who didn’t believe the rationale or didn’t receive one, more than 70% said they planned to seek a new job in the next six months. ^[5]
• 57% of employees who believed the rationale they were given when not getting a raise and 42% of employees who did receive the raise they requested were planning to leave their job. ^[5]
• 23% of active job seekers would take a new position without a pay increase. ^[5]
• 12% of workers say they would quit their job because they don’t feel appreciated. ^[5]
• 83% of HR managers say how someone quits their job can impact their future. ^[5]
• 58% of managers extend counteroffers to workers who say they’re leaving; these workers, on average, leave in less than two years later. ^[5]
• 42% of employees earning $75,000 or more intend to quit in the next 6 months. ^[5]
• 35% of hiring decision makers expect more employees to quit over the next 12 months. ^[5]
• 59% of employees who observed a compliance violation said they were actively looking for another job compared to 29% who didn’t witness misconduct. ^[5]
• 26% of U.S. employees say they will look for a new job within the next 12 months, 15% are already actively looking for a new job 32% of workers ages 18. ^[5]
• 24% of workers over 35 say they can see themselves leaving their job within a year vs 32% of millennials 25% of workers felt they were adequately paid. ^[5]
• 45% of workers said they rarely or never get the money they deserve. ^[5]
• 46% of employees would consider a job that matched their current salary or even paid less 77% of workers said they’d be more likely to accept a job offer if they knew they could telecommute at least some of the time. ^[5]
• 86% of employees between the ages 18 34 said they’d sooner sign a contract with remote work options. ^[5]
• 65% of employees older than 55 said they’d sooner sign a contract with remote work options 68% of recruiters and 53% of employers say candidates ask for work from home options “somewhat often” to “very often”. ^[5]
• 74% of workers said they would quit their current jobs to work for an organization offering remote work options Companies that support remote work have 25% lower employee turnover than companies that don’t. ^[5]
• 83% of workers participating in a mentoring program admitted that their experience positively influenced their desire to stay at their organization. ^[5]
• HR directors have a 43% switch rate. ^[5]
• 52% of workers who have been demoted ended up quitting their job, while 50% said they tried to be as gracious as possible when told the news. ^[5]
• 41% of employees strongly agree that they know what their company stands for and “what makes it different from competitors.”. ^[5]
• A 10% improvement in employees’ connection with the mission or purpose of their organization would result in a 12.7% reduction in safety incidents, an 8.1% decrease in turnover, and a 4.4% increase in profitability. ^[5]
• 75% of American workers care deeply about the well being of their employer and only 23% say they have full insight into how their organizations are actually doing. ^[5]
• 46% of employees said they were not confident that the information provided by their employer regarding the overall health of the business is a fair representation of reality. ^[5]
• 31% of employees said that more transparency regarding the overall health of the business would allow them to better understand their employer’s goals. ^[5]
• 23% of employees said that more transparency regarding the overall health of the business would cause them to be more motivated, and 14% would be less likely to take a competing job offer. ^[5]
• 7% of employees say that more transparency would cause them to be more stressed. ^[5]
• 54% of C level execs say they have more unfilled positions than ever before. ^[5]
• 65% of Clevel execs expect flexible workers, contingent workers and projectbased workers will take over a significant amount of the work currently being done by full. ^[5]
• 68% of executives believe their employees would be more engaged in their work and perform at higher levels if they had opportunities to be challenged by working on purpose projects inside and/or outside the company. ^[5]
• Only 26% of executives say their companies have utilized skills based volunteerism 19% of executives said new hires, especially millennials, leave because they don’t like their organization’s culture. ^[5]
• Among employees who take a week or more of vacation, 65% say they feel strongly about working for their organization a year from now, compared to 51% who don’t take a week off in the summer. ^[5]
• 63% of employees wouldn’t consider a job opportunity that offered fewer than 15 paid vacation days. ^[5]
• Cultures that support unplugging have employees that are more engaged and more likely to report feeling that their employer cares about them as a person (64% to 43%) and that their job is important (73% to 57%). ^[5]
• 40% of employees in cultures that do not support unplugging are looking or planning to look for a new job in the next year and. ^[5]
• just 21% of employees in supportive cultures say the same. ^[5]
• 79% of employees who are leaving their current job due to poor company culture say that paid time off is extremely or very important in their next job. ^[5]
• 81.9% of employees would feel comfortable asking their supervisor for time off for a physical medical issue, and just 16.9% would feel comfortable requesting time off for a mental health issue. ^[5]
• 32% of workers say they feel pressured not to take time off. ^[5]
• 48% of employees said they do not get enough time off. ^[5]
• 60% of workers have searched for a new, less stressful job, and a quarter of them said they’ve quit a job because of stress. ^[5]
• 46% of employees said they would take a lower paying job with more flexible working arrangements. ^[5]
• 98% of HR professionals and 92% of employees surveyed said empathetic employers drive retention. ^[5]
• 8% of employees say it is “very” or “fairly” likely they will be laid off this year, down from 15% in 2016. ^[5]
• Top reasons for leaving a job insufficient pay (44%), limited career paths (43%), lack of challenging work (30%), work life balance (28%), and lack of recognition (27%). ^[5]
• 89% of employers said flexible working options are important when it comes to staff attraction and retention. ^[5]
• 33% of employees said flexible working options were critical to their remaining in employment. ^[5]
• 16% of employees ages 55+ would consider taking a job with an organization that didn’t have a positive longterm outlook if it meant they’d be advancing their career in the short. ^[5]
• Among IT professionals who plan to leave, 75% are looking for a higher salary 53% of CFOs say millennials are less loyal to the company. ^[5]
• 47% of organizations run training and development programs to help build employees’ skills and support career development. ^[5]
• 31% of retail employees said that training makes them feel extremely engaged. ^[5]
• Among millennials who worked at 5 7 organizations, 34% didn’t trust their direct manager, 31% said their organizations don’t set goals, and 48% said their organization thought only about profits. ^[5]
• 40% of employees leave their job because they are unhappy with it. ^[5]
• 20% of employees left their job because they were unhappy with the organization. ^[5]
• 86% of Csuite leaders and 76% of senior management say corporate America is headed in the right direction, compared to 54% of staff. ^[5]
• 79% of employees would not accept a job with a higher salary from a company that failed to act in response to a report of sexual harassment. ^[5]
• 76% of employees wouldn’t join a company offering a higher salary that sells users’ data without users’ knowledge. ^[5]
• 72% of employees wouldn’t accept an employer that endangers the environment. ^[5]
• 71% of employees won’t tolerate companies paying women and minority employees less than others for doing the same job 69% of employees won’t accept companies that lobby against consumer protection regulations. ^[5]
• 54% of employees are willing to accept a higher salary to work for employers that make donations to political candidates they dislike, block labor unions from organizing (39%) and use legal loopholes to minimize their tax liability (38%). ^[5]
• 90% of millennials said they consider a company’s sustainability important, compared to 84% of GenX and 77% of Boomers 81% of millennials expect companies to publicly pledge to be good corporate citizens. ^[5]
• Development opportunities were a top attraction for 23% of Gen Z vs. 17% of millennials at the same age in 2013. ^[5]
• 43% of IT developers said the ability to work remotely is. ^[5]
• 62% of employers said that they would extend a counter offer in order to keep their best employees. ^[5]
• 55% of employees said that they would reject a counter offer from their current employer 64% of HR professionals said sourcing quality applicants was challenging. ^[5]
• 84% of companies fail to personalize the candidate experience throughout the recruiting process; more than half don’t explain their employee value proposition; and 98% don’t inform candidates of their application status. ^[5]
• About 14% of job seekers didn’t feel respected throughout their most recent job search Candidates who received feedback on the same day as their interview were 52% more likely to increase their relationship with a prospective employer. ^[5]
• Texting job applicants reduces timeto hire by a full 8 days, while increasing interview completion rate by 20%. ^[5]
• 60% of employers believe employees often hear about new job openings within the company, only about 30% of employees say they actually do 94% of senior managers would rehire ex employees who left their companies on good terms. ^[5]
• 52% of workers would apply for a job with a previous employer. ^[5]
• Reasons cited for not wanting to work for a former employer dissatisfaction with leadership (22%), didn’t fit organizational culture (17%), unfulfilling duties (13%) and bridges burned by the company (11%). ^[5]
• 83% of employees with opportunities to take on new challenges say they’re more likely to stay with the organization. ^[5]
• 78% of employees who say their company encourages creativity and innovation are committed to their employer. ^[5]
• 86% of employees said they’d stay with a company for at least five years if their employer helped pay down their student loans. ^[5]
• 60% of CFOs report that their workers are more engaged on the job compared to three years ago; 52% of CFOs believe this number is insufficient. ^[5]
• 45% of employees would feel more engaged with their job if their employer helped them better understand the impact of taxes and deductions. ^[5]
• 80% of employees said the onboarding process was an important moment at work – yet 1 in 3 would prefer to go on an awkward first date rather than attend onboarding or orientation for a new job. ^[5]
• About 80% of workers experienced some issues when starting a new job. ^[5]
• One third of workers said they received no necessary training, while 28% were unsure of their responsibilities and goals. ^[5]
• Around 25% of workers said they received no clear onboarding, while roughly the same amount admitted to IT issues. ^[5]
• Nearly 20% of workers believed they were not fully onboarded after three months on the job. ^[5]
• 58% of new hires ask for a walk through of key processes or want a buddy they can turn to for questions. ^[5]
• 39% of new hires received company culture training in the onboarding process. ^[5]
• 27% of new hires said their onboarding was exclusively online, but most said they prefer a mix of online and offline methods. ^[5]
• 76% of HR leaders said their onboarding processes are underutilized and another 24% didn’t even have an onboarding strategy. ^[5]
• The new hire onboard experience sets a tone which, if negative, can leave 25% of new hires unlikely to recommend the employer to a family member or friend. ^[5]
• 53% of HR professionals say employee engagement rises when onboarding is improved. ^[5]
• 98% of executives say onboarding programs are a key factor in retention efforts. ^[5]
• 78% of organizations are concerned with talent retention, 73% with talent attraction and just over half a need to pay for performance. ^[5]
• 91% of employees stick around for at least a year at a new company, and 69% of them stick around for at least 3 years if the company has a well structured onboarding program. ^[5]
• 65% of CFOs said finding skilled professionals to fill job openings was at least somewhat challenging. ^[5]
• 50% of HR leaders said talent scarcity was a concern, and 90% of C suite execs said they expect talent competition to increase even more in the upcoming few years. ^[5]
• 90% of CFOs said the competitive hiring environment is complicating their companies’ ability to recruit talent. ^[5]
• 80% of HR leaders think their organizations will be affected by scarcity of talent this year. ^[5]
• Tech employers account for 10% of the nation’s jobs and 86% of recruiters and hiring managers still have trouble filling tech openings. ^[5]
• 56% of employees say additional PTO would make them more loyal to an organization. ^[5]
• 75% of small business employees are very or extremely happy working for a small employer. ^[5]
• 89% of employees age 71 and older. ^[5]
• say they are very or extremely happy working for a small employer, compared with 70% of workers ages 18 to 36. ^[5]
• Top five reasons employees say they like working for small businesses flexible scheduling (27%), seeing the fruits of their labor (23%), feeling their input matters (17%), being rewarded for hard work (14%) and getting noticed by people who matter (9%). ^[5]
• 86% of small business employees say they know how their job fits into their employer’s long. ^[5]
• Health coverage is the reason 56% of employees remain on their current job. ^[5]
• 62% of global workers chose wasteful meetings as the number one thing in the way of getting work done, with excessive emails coming in second at 53%. ^[5]
• Wasteful meetings can make up nearly 10% of an average work week. ^[5]
• Common causes of productivity loss were related to mental health, such as anxiety/depression/personal stress (40%), marriage or family relationship problems (29%), work and occupational issues (18%) and drug or alcohol problems (4%). ^[5]
• 57% of people say that if their employer proactively supported their mental wellbeing, it would help them to feel more loyal, be more productive and take less time off work. ^[5]
• 90% of employees said that struggling with mental health issues stops them from thriving at work and performing to the best of their ability. ^[5]
• 46% of employees at companies offering 7 8 health and wellness program categories strongly agreed they are proud to be a part of the company, compared with only 14% of employees whose employer offered no programs. ^[5]
• 26% of employees at companies offering 78 health and wellness program categories strongly felt their employer takes a genuine interest in their wellbeing, compared with only 3% of employees whose employer offered 1. ^[5]
• 35% of employees at companies offering 78 health and wellness program categories said they were extremely likely to recommend their employer, compared to 14% of employees at companies offering 1. ^[5]
• 35% of employees frequently participating in wellness programs believed their employer promotes positive relationships among colleagues, yet only 23% of employees who don’t participate felt that way. ^[5]
• 83% of employees say health insurance is very or extremely important in deciding whether to stay in or change jobs. ^[5]
• 42% of employed cancer patients and survivors feel they need to stay at their current workplace because they need health insurance. ^[5]
• 88% of employees that work in pet friendly workplaces plan to stay at the company for the next 12 months vs. 73% of those that don’t work at a pet friendly workplace 72% of employees that work in pet friendly workplaces. ^[5]
• would decline a job offer with another company at similar pay vs. 44% of those that don’t work at a pet friendly workplace. ^[5]
• 91% of employees that work in pet friendly workplaces feel fully engaged with their work vs. 65% of those that don’t work at a pet friendly workplace Companies that embrace. ^[5]
• 92% of state and local employees say eliminating pensions for the public workforce will weaken governments’ ability to attract and retain qualified workers. ^[5]
• 85% of Millennial state and local employees say they plan to stay with their current employer until they are eligible for retirement or can no longer work. ^[5]
• 84% of Millennial state and local employees say a pension benefit is a major reason why they stay in their jobs. ^[5]
• 74% of Millennial state and local employees say they will stay in their job as long as possible to ensure financial security in retirement. ^[5]
• 3.3 billion adults who are working or looking for work have a great job 55% of full time employees rank fair compensation as the first or second most valuable employer attribute, closely followed by fair treatment (54%) and ethical standards (38%). ^[5]
• 65% of American workers are satisfied in their jobs, up from 49% in 2011. ^[5]
• 41% of employees said a higher salary would improve their job satisfaction. ^[5]
• 68% of companies report employee experience has improved over the past five years. ^[5]
• 52% of employees say their company provides a positive experience 10% of employees rate their employee experience a 10 out of 10. ^[5]
• 36% of employees are satisfied with their career growth, 33% are neutral and 29% dissatisfied. ^[5]
• A majority of workers like their job (70%), their co workers (69%) and their direct managers (64%). ^[5]
• 60% of workers said they are happy with their employer. ^[5]
• 75% of employees said HR communicated with them rarely, sometimes or never. ^[5]
• 42% of organizations are restructuring their HR operations or revising their strategies to leverage digital tools, and only 51% of that numbers said they’re effective at doing so. ^[5]
• 89% of employees said disjointed digital communication tanks employee morale, lowers productivity and impacts customer satisfaction and the bottom line. ^[5]
• 75% of employees said disjointed communications tech complicates how they collaborate with colleagues, frustrates their productivity and makes them unhappy at work. ^[5]
• 92% of employees said a seamless platform would allow them to connect to and communicate with co workers and customers, which would raise job satisfaction. ^[5]
• 86% of employees said a seamless platform would raise a company’s profitability and 83% said it would entice them to stay longer at a company. ^[5]
• a work computer/laptop/device (75%); fast internet and Wi Fi (68%); office space/cubicle space (55%); and air conditioning and heating (47%). ^[5]
• 87% of employees think leaders should reconsider the way they think about technology in the workplace, while 84% say businesses today are missing opportunities by not moving to more modern solutions. ^[5]
• 91% of workers say they crave modern technology solutions. ^[5]
• 88% of workers said technology is an important part of the employee experience. ^[5]
• 71% of employees would like to have a single destination to understand and manage work but 69% say they don’t have that type of solution in place. ^[5]
• A little more than 50% of employers said they’re in the transformative stage of digitization, while only 38% described themselves as proficient. ^[5]
• 71% of employees said they would welcome a fully automated workplace in the future. ^[5]
• 80% of workers find aspects of their job below their skills level. ^[5]
• 62% of workers said their work has a significant amount of drudgery 42% of workers spend 30 min of every hour doing busy work, and 71% said too much busy work makes them feel as though their lives are being wasted. ^[5]
• 50% of workers advocated automating their busy work, and 97% said their brains work better and they’re happier, smarter and more efficient when they’re engaged in new and challenging work. ^[5]
• 77% of nonprofit workers are somewhat or highly satisfied in their current position, even though 52% say they are financially uncomfortable. ^[5]
• 40% of Millennials have high job satisfaction. ^[5]
• 59% of workers think their retirement plan meets their needs, and 66% believe their healthcare plan meets their needs. ^[5]
• 62% of employees said their employer does not act as a resource for healthcare. ^[5]
• 71% of Americans are satisfied with their current employer sponsored health plan. ^[5]
• 67% of millennials, 62% of gen x and 61% of baby boomers believe their employer’s benefit plans are competitive with those offered by other organizations. ^[5]
• 75% of millennials, 75% of Gen S and 85% of baby boomers say they have a good understanding of employer benefit and savings plans and the role those plans play in their overall financial well. ^[5]
• 71% of adults with employer provided coverage are satisfied with their current health insurance plan, while 19% are dissatisfied and 9% say they have neither favorable nor unfavorable opinions. ^[5]
• 66% of employees who receive perks are satisfied with them. ^[5]
• Despite claiming to have a physical health problem when calling in sick, UK employees admit it’s actually stress (21%), anxiety (18%) and/or depression (20%). ^[5]
• 42% of employees have called in sick claiming a physical illness when in reality it’s a mental health issue. ^[5]
• 24% of employees worry that if they did need to take a sick day due to a mental health issue, they wouldn’t be taken seriously. ^[5]
• A little less than 75% of employees said their work has conflicted with their efforts to tend to their health. ^[5]
• 60% of workers have more than 60 personal and work related tasks to accomplish each week, while 15% have more than 100 tasks. ^[5]
• 73% of workers say their to do lists become overgrown because they want to be accommodating, helpful and polite; 56% because they have a tendency to solve problems; 39% because no clear limits or rules about which tasks they should accept or reject exist. ^[5]
• 65% of professionals are more stressed out at work than they were five years ago. ^[5]
• 35% of professionals said their boss was their biggest stress trigger and 80% said it was an organizational change. ^[5]
• More than 75% of professionals said stress at work has negatively affected their personal relationships. ^[5]
• Twothirds of professionals said they’ve lost sleep because of work stressors and 16% said job related stress forced them to quit. ^[5]
• 79% of professionals found a heavy workload to be less stressful than not having enough work to do, and 74% would prefer a heavier workload and more pay to less work and less pay. ^[5]
• All but 6% of 1,600 U.S. and U.K. workers said they suffer from stress, and at least a third of them said they’ve experienced “high” or “unsustainably high” stress. ^[5]
• 54% of workers cited stress as having a negative effect on their home life at least once a week. ^[5]
• 56% of employees admitted to suffering from stress, 36% from anxiety and 25% from depression. ^[5]
• 21% of employees receive dedicated mental health support from their employer, and an average of 8.4 sick days are taken each year due to a mental health problem. ^[5]
• 27% of employees would like to have open conversations about mental health within the workplace. ^[5]
• 23% of employees said they would feel more supported if dedicated days off were allocated for mental wellbeing, and a further 22% would benefit from dedicated mental health support staff. ^[5]
• 75% of U.S. millennial workers said the work environment should be flexible and fluid. ^[5]
• 41% of employed Americans want a work environment where employees are encouraged to have a work. ^[5]
• In mentally healthy organizations, 52% of employees enjoyed flexible work arrangements, 75% reported open door and relaxed work environments, and 69% were offered professional development opportunities. ^[5]
• 75% of workers say it should take less than seven hours each day to do their job. ^[5]
• Roughly 25% of Gen Z, 18% of Millennials, 16% of Gen X and 12% of Boomers are dissatisfied with their work. ^[5]
• 49% of employees feared their supervisor would judge them or treat them differently for needing time off for therapy. ^[5]
• 50% of employees would most appreciate access to faceto face counseling to help support any mental health issues they are dealing with. ^[5]
• 40% of employees want their employers to train managers and supervisors to identify emotional distress among workers. ^[5]
• 54% of high performing employees say their workspaces are too distracting. ^[5]
• 51% of employees say the open office mode has not brought significant improvement in the quality of their work. ^[5]
• Employees aren’t thrilled with the open office design, with 52% saying there are distractions created by an open office layout and 40% say their office space is too open. ^[5]
• Two thirds of employees with disabilities say their office space is physically supportive compared to 82% of workers with no disability. ^[5]
• 77% of employees without disabilities say their office spaces enable productivity, but just 64% of employees with disabilities agree. ^[5]
• 80% of employees say their offices are set up in a way that allows them to be efficient. ^[5]
• 73% of employees say their offices help them be better at what they do. ^[5]
• 77% of employees are happy with their office set up, with 90% of those in private offices saying they’re the most satisfied. ^[5]
• 20% of employees believe that work messaging platforms are a distraction that hurts productivity. ^[5]
• 67% of employees are as productive as they can be in their office environment. ^[5]
• 60% of workers say work related pressure has increased in the last five years. ^[5]
• 36% of managers report spending three to four hours per day on administrative work and 44% frequently feel overwhelmed at work. ^[5]
• 64% of Millennials say they’re overwhelmed at work compared with 59% of professionals age 35 to 54 and 35% of workers ages 55+. ^[5]
• Unrealistic expectations of managers (22%), Attaining work life balance (22%), Coworker conflicts (15%). ^[5]
• 51% of employees were uneasy about asking managers for time off during the holiday season. ^[5]
• 60% of employees report being stressed all or most of the time at work. ^[5]
• 78% of HR leaders report feeling stressed at work in both 2017 and 2018. ^[5]
• The biggest sources of stress for workers during the holidays are balancing work duties with holiday events (32%), taking time off and coming back to a heavy workload (23%), and having fewer coworkers to take on some of the duties (18%). ^[5]
• 43% of employees worry that artificial intelligence and new technology will replace them. ^[5]
• 34% of employees are concerned that artificial intelligence could someday totally replace them. ^[5]
• 80% of employees see significant opportunity for artificial intelligence to create a more engaging and empowering workplace experience, yet admit a lack of transparency from their employers is a primary driver of fear and concern. ^[5]
• 77% of employees are happy with their office set up, with 90% of those in private offices saying they’re the most satisfied. ^[5]
• 62% of employees would welcome artificial intelligence if it increased fairness in subjective decisions 57% of employees would welcome artificial intelligence if it ensured managers made better choices affecting individual employees. ^[5]
• 62% of U.S. employees felt artificial intelligence would simplify time consuming processes, and better balance their workload (64%). ^[5]
• While 82% of employees see opportunity for artificial intelligence to improve their jobs, 34% expressed concern that AI could someday replace them altogether, including 42% of Gen Z employees. ^[5]
• Away from work, 50% of employees say the top stress is the current political climate. ^[5]
• 75% of those who work from home expressed a desire to continue doing so until retirement 57% of remote workers were more likely than the average American to be satisfied with their job. ^[5]
• Over 80% of remote workers reported high job satisfaction. ^[5]
• 40% of remote employees described their day as not stressful. ^[5]
• About 80% of people who worked from home said they felt isolated from others at least a little of the time. ^[5]
• Roughly 76% of people who worked from home reported feeling left out at least a little of the time Workplace stress accounts for as much as $190 billion in healthcare costs. ^[5]
• 35% of remote workers said their colleagues team up against them. ^[5]
• 52% of remote workers found their colleagues treat them unfairly. ^[5]
• 67% of remote workers claim their colleagues don’t support their priorities. ^[5]
• deadlines (30%), physical risk (17%), competitiveness (10%). ^[5]
• 82% of employees said their jobs fall on the more stressful end. ^[5]
• Of those who missed work due to stress, 35% missed 35 days a month, 38% missed six days or more, and 14% stayed away for between 21. ^[5]
• 21% of workers report checking email outside of normal working hours and reviewing and responding to it the same way they would during normal working hours. ^[5]
• 11% of workers say the amount of emails they have to respond to during personal time is unreasonable. ^[5]
• More than a third of Americans said emails, text messages and social media updates helped make them mentally unproductive at work 35% of workers feel burned out. ^[5]
• 33% of employees say they must work long hours to get work done and stay ahead of their workload. ^[5]
• 74% of employees 30 years old or older say lack of sleep affects their performance. ^[5]
• 66% of working adults say they would be better employees if they got more sleep. ^[5]
• 33% of American employees are satisfied or very satisfied with their jobs. ^[5]
• 21% of fulltime and part time workers strongly agreed their team enthusiastically embraces change. ^[5]
• 28% of workers strongly agreed their teams have a stated purpose. ^[5]
• About 25% of workers strongly agreed their teammates are highly dedicated to the team’s work, and 29% strongly agreed that they trust their teammates. ^[5]
• On team performance, only 21% of workers strongly believed their team regularly meets its goals and 24% strongly agreed their team constantly learns and improves. ^[5]
• When leaders connect their employees to purpose, they are 373% more likely to have a strong sense of purpose, 747% more likely to be highly engaged, and 49% less likely to burn out. ^[5]
• When leaders connect employees to accomplishment, there is a 259% increase in odds an employee will have a strong sense of opportunity, 247% increase in odds an employee will do great work, and they will be 46% less likely to burn out. ^[5]
• Only 54% of employees report that their leader knows what they do. ^[5]
• 59% of employees believe their leader values them. ^[5]
• Workers cited team leaders (46%) as the most important influencers for change, while far fewer believed their teammates (25%) and the C suite (12%). ^[5]
• Coworker relationships is a contributor to a positive employee experience (16%). ^[5]
• 71% of employees believe their senior leaders should go to a greater extent to improve the employee experience 38% of U.S. hourly workers who make $20 or less per hour say they’re struggling to make ends meet. ^[5]
• 76% of employees said they currently have or recently had a toxic boss. ^[5]
• 19% of employees view their bosses as mentors, people they can learn from and trust 80% of employees are happy with their bosses. ^[5]
• Nearly half of employees said they view their bosses as good leaders, 37% see their bosses as mentors and 34% consider their boss a friend. ^[5]
• 58% of workers said that a bad boss’ worse trait is not setting clear goals. ^[5]
• 54% of workers said bad bosses bad mouth colleagues and are focused on proving themselves right (52%). ^[5]
• 82% of workers say that good bosses have a high work ethic, are honest (80%) and confident (79%). ^[5]
• 29% of employees feel valued in their jobs. ^[5]
• A lack of supervisor support created distrust among workers (56%). ^[5]
• 8% of workers have current salaries of $100,000 or more and 21% say they feel they need to earn $100,000 or more to be successful. ^[5]
• Money is a major pain point for 80% of workers. ^[5]
• 80% of North American workers are stressed to some capacity about pay and money issues on a regular basis 27% of employees believe their employers do not care about their financial wellbeing, and only 25% believe they care very much. ^[5]
• About 50% of female workers and 35% of male workers said not earning enough money is the top reason they’re unhappy with their employers. ^[5]
• 42% of employees said they were “unwell” when it came to money and cited finances as a major stressor. ^[5]
• 98% of employees are affected by stress related to work or money. ^[5]
• 47% of employees reported high levels of stress caused by their job, saving for the future (34%), and paying off debt (33%). ^[5]
• 66% of employers plan to increase their support for financial well being, compared to the current level of 16% 76% of millennials,. ^[5]
• 68% of gen x and 57% of baby boomers say they’ve used the services their employer provides to assist them with their personal finances. ^[5]
• Less than 40% of workers believed that counseling for student loan debt could be beneficial; younger workers were more likely to perceive this program, along with budgeting and debt counseling, as useful. ^[5]
• 49% of employers hope to improve social well being, up from the current level of 12%. ^[5]
• 87% of employers say they should be involved in encouraging workers to make healthier lifestyle changes, but only 54% of workers agree 48% of middle income earners worry about their household’s financial situation at least once a week. ^[5]
• 37% of employees said they felt “not very” or “not at all” financially secure. ^[5]
• 59% of employees worry about their future financial state 50% of global workers often worry about their future financial state, and two. ^[5]
• 86% of people want to retire at or before 65, but only 37% believe this to be an option. ^[5]
• 20% of people believe they will never be able to retire due to poor financial planning. ^[5]
• 37% of struggling employees report high stress levels; 33% reported above average stress levels, and 30% said their health was poor. ^[5]
• Employees without money worries reported themselves as being in good health (35%) or very good health (55%). ^[5]
• 61% of young employees have considered getting a second job to help pay off their student loans. ^[5]
• 67% of Millennials said their financial stress hinders their focus and productivity at work, compared to 32% of Baby Boomers 37% of full time employees think about or deal with financial issues when they’re supposed to be working. ^[5]
• 70% of human resource professionals believe personal financial challenges had a “large or some impact” on employee performance 44% of employees believe that their employer cares about their wellbeing. ^[5]
• 86% of recruiters report having recently spoken with underemployed/under. ^[5]
• 15% of employees strongly agree that the leadership of their organization makes them enthusiastic about the future. ^[5]
• 45% of U.S. employees said their senior leaders create trust and confidence Six out of ten employees say managers are the reason they left their organizations. ^[5]
• 30% of employees said their manager does not foster a culture of open and transparent communication. ^[5]
• 56% of workers said managers make fair decisions, and 50% think managers have sufficient time for handling the people oriented aspects of their jobs. ^[5]
• 68% of men and 66% of women said a manager should always take responsibility for their team’s mistakes. ^[5]
• 46% of men and 44% of women said a manager should just be seen as a colleague and not a friend. ^[5]
• 53% of men and 50% of women say a manager’s decision on something isn’t final and should be open to challenge. ^[5]
• 19% of workers reported receiving unlimited time off, and nearly a third of workers said their boss pesters them with work while they are on vacation. ^[5]
• The top five stress symptoms causing missed work days are constant fatigue (29%); sleeplessness (26%); aches and pains (24%); high anxiety (23%) and weight gain (18%). ^[5]
• More than two thirds of Americans work while they’re tired 95% of Gen Z and 93% of Millennial employees would be willing to automate parts of their job. ^[5]
• 66% of Gen Z and 57% of Millennial employees say they expect their teammates to respond to them outside of work hours. ^[5]
• 69% of Gen Z and 73% of Millennial employees have experienced periods of decreased work productivity due to job burnout. ^[5]
• 65% of Gen Z and 73% of Millennial employees say their job is a key component of their personal identity. ^[5]
• 79% of employees are suffering from mild, moderate, or severe burnout. ^[5]
• 95% of HR leaders admit burnout is hurting retention at their organizations, contributing to up to one half of annual workforce turnover. ^[5]
• Employee burnout is costly, as burnout is estimated to be attributed to 120,000 deaths per year and $190 billion in healthcare spending. ^[5]
• Companies with moderate to severe burnout have a 376% decrease in the odds of having highly engaged employees, 87% decrease in likelihood to stay, 22% decreased work output, and 41% decrease in the perception of the employee experience. ^[5]
• Poor workplace cultures lead to a 157% increase in the incidence rate of moderate to severe burnout. ^[5]
• Companies with non existent or uninspiring purpose can increase odds of burnout by 39%. ^[5]
• If leaders fail to help employees see the larger picture or the “why” behind the work they do, there is a 22% increased odds of employee burnout. ^[5]
• A lack of learning opportunities or increase in sense of favoritism can stifle engagement and increase odds of burnout by 16% and 23%. ^[5]
• Decreased trust in leaders can increase burnout by 29%. ^[5]
• Decreased work/life balance, feeling like work has a negative effect on health, or a decreased sense of belonging can increase risk of burnout by 22%, 40% and 56%. ^[5]
• A reduction in giving and receiving recognition leads to increased odds of burnout by 45% and 48%. ^[5]
• When there was no consistent organizational strategy for recognition in place, the odds of burnout increased by 29%. ^[5]
• Increased perception among employees that the bottom line is more important than people leads to an 18% increase in the odds of burning out. ^[5]
• Decreased work/life balance and decreased sense of belonging at work result in 26% and 21% greater odds of burnout. ^[5]
• 79% of employees are experiencing some level of burnout at work. ^[5]
• 96% of all senior managers believe their teams experience various degrees of burnout. ^[5]
• Employees ranked the primary causes of burnout in this order career stagnation, unmanageable workload, toxic culture and dated technology 25% of managers rated their team’s burnout as an eight or higher on a scale of ten. ^[5]
• Workers’ average burnout level was five on a scale of ten, but more than 25% rated their burnout between an eight and ten. ^[5]
• 60% of working parents suffer from burnout as they juggle the responsibilities of work and home 86% of all workers, 39% ages 1834, 54% ages 45 55 and 50% ages 65+ believe. ^[5]
• 95% of human resource leaders admit employee burnout is sabotaging workforce retention Unfair compensation (41%), unreasonable workload (32%), and too much overtime / after hours work (32%). ^[5]
• Nearly 60% of tech workers suffer from onthe. ^[5]
• The burnout rate for 25 out of 30 tech companies is 50% or higher HR Leaders attribute 20 50% of their annual turnover to burnout. ^[5]
• HR leaders said the barriers to ridding the workplace of burnout include too many competing priorities (20%), a lack of executive support (14%) and outmoded HR technology (20%). ^[5]
• 49% of employees said their stress levels were either above average or high. ^[5]
• Only 26% of employees discuss their issues with their managers, and 25% turn to employer. ^[5]
• 60% of U.S. workers feel stressed all or most of the time at work. ^[5]
• 51% of employees said they were happier at work during the holiday season, but 35% said they were more stressed at this time of year. ^[5]
• 64% of Millennials and Gen Z employees feel stressed all or most of the time at work. ^[5]
• 32% of workers felt unqualified to do their job, and 33% fear their boss or colleagues agree 52% of workers have a co worker who isn’t qualified to perform the work. ^[5]
• Nearly 25% of workers feel their lack of qualifications could result in their being let go, something workers said worries them at least once a month. ^[5]
• 41% of employees say their employers are training workers in preparation for the future. ^[5]
• 76% of employees said that an employer would be more appealing if it offered additional training designed to develop their skills for the future. ^[5]
• 33% of Americans say employer provided training doesn’t meet their expectations. ^[5]
• In the U.S., 32% of workers said training is critical. ^[5]
• Employers increased their per employee spend on training in 2017, up nearly 2% to $1,296. ^[5]
• Employees averaged over 34 hours of training per year, with technology based learning accounting for 41% of all time spent learning. ^[5]
• Up to 59% of employees admitted they had no training whatsoever to do their jobs and that their skills had been mostly self. ^[5]
• 32% of retail employees said they don’t receive any formal training 31% of employees were offered no formal training in 2016. ^[5]
• 43% of employees who received training found it to be ineffective. ^[5]
• 93% of employees want training that is easy to complete/understand, 91% want it to be personalized/relevant, and 90% want it to be engaging/fun. ^[5]
• 89% of employees want training anytime/anywhere they need to do their job, 85% want to be able to choose the training times that fit their schedule, and 80% believe frequent/regular training is more important than formal workplace training. ^[5]
• 43% of women are satisfied with training and learning opportunities at their employer vs. 55% of men. ^[5]
• 59% of fashion professionals say they are satisfied with opportunities for training and development, while 57% are satisfied with the levels of transparency around career progression within the company. ^[5]
• 90% of employers agreed that it is beneficial to switch from paperbased training to mobile. ^[5]
• 64% of American workers think their workplace has a negative effect on their well being 52% of workers agree with the statement, “our internal office culture creates a lot of barriers to executing good ideas.”. ^[5]
• 54% of employees are reporting high stress levels. ^[5]
• 37% of employees say their stress levels are higher than the previous year 48% of younger millennials said they felt they were fairly paid, compared with 50% of older millennials and 54% of Gen Z. ^[5]
• When asked what their top priority would be if they became boss, 27% of Gen Z said they would increase employee pay while 35% of Gen Z and 32% of Millennials said they were likely share pay information with coworkers. ^[5]
• 31% of U.S. employees don’t believe their employers pay fairly when factoring in age or race, and 48% believe men are paid more than women. ^[5]
• 49% of professionals feel they are paid fairly at their jobs. ^[5]
• 46% of professionals feel they are underpaid at their jobs. ^[5]
• 5% of professionals feel they are overpaid at their jobs. ^[5]
• 49% of women were more apt to feel underpaid compared to men (44%). ^[5]
• Employees with a bachelors degree or higher, as well as those earning more than $100,000 per year were most likely to say they’re being paid fairly (50% and 57%). ^[5]
• 67% of managers think employees are fairly paid, while only 21% of employees think their pay is adequate. ^[5]
• By moving this ratio to six in ten, organizations could realize 36% fewer safety incidents, 7% more engaged customers and 12% higher profit. ^[5]
• 35% of workers call in “sick” just to take a mental health day. ^[5]
• Half of employees are stressed, with 70% citing their workload as the cause. ^[5]
• Half of employees have cried at work because of stress 83% of workers experienced stress at least once a week. ^[5]
• 50% of workers said they lose between one and five hours of work time each week due to stress. ^[5]
• More than 60% of 1834 year olds said their productivity at work suffers due to stress over poor work life balance or unrealistic professional demands. ^[5]
• When workers are stressed, 41% feel less productive, 33% feel less engaged, 15% said stress made them look for a new job and 14%. ^[5]
• 94% of workers report feeling stress at work, and almost a third say their stress level is high to unusually high. ^[5]
• 51% of job seekers rate greater stability and job security as “very important” in a new role Between economic mobility or financial stability, an overwhelming 92% of workers say they want stability. ^[5]
• 53% of Millennials see their workplace becoming less human as a result of automation 36% of millennials and 42% of Gen Z reported their employers were helping them understand and prepare for the changes with Industry 4.0. ^[5]
• If offered financial programs at work, 89% of Gen Xers would participate in them. ^[5]
• 62% of employees are concerned that the Trump administration will negatively affect their work. ^[5]
• 53% of employees would not feel confident discussing family related issues with their employer. ^[5]
• 39% of employees said employers were responsible for creating worklife balance 26% of business leaders cited work life balance as an employee concern. ^[5]
• 45% of employees said they are very or extremely satisfied with their work. ^[5]
• Around 47% of workers believe that work affects their ability to spend time with family, and 72% of workers bring work home in the evenings or at weekends. ^[5]
• 34% of workers feel resentful towards their employer with regards to work life balance; this increases to 46% for male millennial workers. ^[5]
• 53% of workers cite work as the main cause for being burned out, compared to 12% who blame family life. ^[5]
• 41% of millennial workers intend to downshift into a less stressful job to gain a better fit between work and family life 36% of millennial workers plan to take a pay cut to work fewer hours. ^[5]
• 82% of U.S. workers say the ability to work from anywhere at any time allows them to maintain a healthy work/life balance, 62% still prefer to work in the office. ^[5]
• 66% of workers say they like the option of occasionally working from home or another location, but aren’t able to do so 36% of workers report their workplaces support working from home anytime and anywhere they want. ^[5]
• 35% of employees disagree that their employers provide the necessary technical equipment to enable them to work from home. ^[5]
• 30% of workers say they regularly have online or virtual team meetings via video conferencing. ^[5]
• 80% of workers say they like agile work because it increases their productivity, creativity and job satisfaction. ^[5]
• 61% of workers don’t believe agile work. ^[5]
• Among employees who take a week or more of vacation, 70% say they’re driven to contribute to their organization’s success, as opposed to the 55% who don’t regularly take a week of vacation. ^[5]
• Those who take time to plan out their vacation time in advance enjoy greater happiness withTheir company (57% of planners vs. 50% of nonplanners)Their job . ^[5]
• Their company . ^[5]
• Their job . ^[5]
• 61% of female workers said they believe exclusion is a form of workplace bullying,. ^[5]
• vs. 53% of males More than 40% of employees from all generations said social exclusion at work makes them feel emotionally and physically isolated, stressed, angry and sad. ^[5]
• When workers feel like they belong, they’re more motivated, engaged, productive and 3.5 times more likely to contribute fully and innovatively to reach their potential. ^[5]
• A little more than a third of traditional workers felt a sense of belonging in the workplace along with 32% of contingent workers and 52% of independent workers. ^[5]
• Among employees who take a week or more of vacation, 63% say they have a sense of belonging at their company, compared to 43% who skip at least a week of vacation time. ^[5]
• 91% of employees say their manager is very or somewhat supportive of their efforts to achieve work/life balance; 74% said their boss sets a good or excellent example. ^[5]
• 25% of workers said work life balance is the most important aspect of how their company connects with them. ^[5]
• 14% of professionals said they resent their employer for their treatment of vacation time. ^[5]
• 34% of parents felt resentful about their employer’s approach to work life balance, with more fathers than mothers expressing this sentiment (37% vs. 32%). ^[5]
• 46% of millennial fathers feel resentful about their employer’s approach to work. ^[5]
• 81% of parents who said they worked flexibly said they still had to bring work home at evenings or weekends. ^[5]
• 76% of stayat home parents said they try to stay connected to their careers, while 24% said they’d completely disconnected from their previous careers. ^[5]
• 63% of employees said flexible work hours were nice to have. ^[5]
• 4% of employees said flexible work was not important to them. ^[5]
• 67% of employees said flexible work schedules would help them feel satisfied at work, followed by access to natural light (53%), and quiet spaces (42%). ^[5]
• 76% of workers report being either satisfied or very satisfied with their work schedules. ^[5]
• 56% of workers said their employer or manager generally determines their work schedules 32% of workers say they can generally choose their schedules, and 12% say their schedules are determined by their clients or customers. ^[5]
• Employees who work 58 hour shifts are the highest percentage of those who are satisfied with their schedules. ^[5]
• 45% of workers say their work schedule fits their preferred sleeping schedule very well 58% of low income workers are satisfied with their jobs when it comes to having stable and predictable hours. ^[5]
• 29% of workers say their pay didn’t meet their needs when they worked their ideal schedule, 52% said their pay did meet their needs and. ^[5]
• 5% of employees don’t think their contributions make any kind of difference, while 44% do not understand their impact or are unaware of business goals. ^[5]
• 35% of employees do not trust senior leadership at their organization. ^[5]
• 45% of U.S. workers are dissatisfied with senior management’s way of communicating with them; 62% said they preferred faceto face updates from the CEO. ^[5]
• 65% of employees say respectful treatment of all employees at all levels is a very important contributor to their job satisfaction. ^[5]
• 61% of employees say trust between them and their senior management is very important to job satisfaction; only 33% are very satisfied with the level of trust in their organizations. ^[5]
• 83% of employees experienced a more positive work environment when they felt there was trust in their managers/organization. ^[5]
• 39% of females say their company treats people fairly, compared to 47% of men. ^[5]
• 83% of employees think that having a clear employee value proposition is important. ^[5]
• 32% of employees were satisfied with their career advancement opportunities and 37% were satisfied with their company’s training and learning opportunities. ^[5]
• 58% of employees thought their company failed to offer enough opportunities to acquire new skills and help them advance in their career. ^[5]
• 73% of employees whose companies don’t offer education opportunities or workshops outside of work hours said they would likely participate if these learning opportunities were made available. ^[5]
• 78% of employees expect managers to talk with them about career and learning opportunities, and only 37% agree that managers do that well. ^[5]
• 53% of workers believe playing office politics and feigning interest in a supervisor’s “dumb story” (43%). ^[5]
• 33% of employees believe they make a major impact on their employer’s business performance 40% of workers give their companies a negative rating on how well they help their employees advance their careers. ^[5]
• 31.3% of employees who considered themselves engaged said their employer could do more to improve the employee experience. ^[5]
• When organizations have a thriving culture, employees rate their satisfaction with employee experience 102% higher. ^[5]
• 66% of employees feel the employee experience matters at their organization. ^[5]
• 92% of employees describe their employee experience as their everyday experience, and 42% rate their employee experience as positive. ^[5]
• Nearly 50% of employees believe their organization regularly sacrifices the employee experience to improve the customer experience. ^[5]
• high performers provided a rating 22% higher than low performers. ^[5]
• High performers are roughly 15% happier at work than low performers. ^[5]
• High performers report feeling 15% more valued by their organization, but not much better recognized. ^[5]
• While low performers rated their work life balance a 6.8 out of 10, high performers rated it a 7.4 out of 10 43% of workers would be willing to leave their companies for a 10% salary increase, and weak company cultures are to blame. ^[5]
• Nearly 60% of people rated the performance of their direct supervisor as excellent and 14% rated their boss’s performance as poor. ^[5]
• Overall, managers are 11% more likely to have a clear idea of how their company is performing than regular employees. ^[5]
• 54% of employees said their promotion and career path were unclear to them. ^[5]
• 26% of employees report feeling highly valued at work 33% of employees feel undervalued at work. ^[5]
• Over half of employees rated their team members a 9 or 10 out of 10, and 37% rated them at a 7 or 8. ^[5]
• 81% of employees said yes. ^[5]
• 9% of people think their average coworker is very happy. ^[5]
• Half of people think their coworkers are only moderately happy, and 39% think they are unhappy. ^[5]
• 25% of employees strongly believe their organization is doing a good job with team. ^[5]
• 29% of employees believe they have a strong work culture, and. ^[5]
• 75% of employees agree their company culture drives active engagement at work. ^[5]
• 39% of employees believe they have a strong work environment. ^[5]
• More than 75% of employees said a strong corporate culture is extremely important to them. ^[5]
• 74% of employees say workplace culture is important to them 40% of employees reported having a positive work culture at their company. ^[5]
• Only about 25% of employees said their organization has a strong culture based on core values and a similar amount said they trust their leadership at the executive level. ^[5]
• 9% of employees said leadership is very committed to improving company culture and employee experience. ^[5]
• 38% of employees have either never heard senior leadership talk about culture or they talk about it, but there’s no action to back it up, 31.4% call senior leadership average – they are reactive but not proactive. ^[5]
• 10.8% of workers call their manager/employer awesome and are recognized weekly and 29.4% call them pretty good and are recognized at least once a month. ^[5]
• 16.3% of employees said their manager was horrible at soliciting feedback on their employee experience and. ^[5]
• When it came to acting on feedback, workers ranked managers/employers even worse – 42.3% said they’re okay. ^[5]
• – they make a few changes based on it but 21.4% said they never do anything with feedback 57% of workers ranked opportunities to learn and grow as one of the most important aspects of workplace culture. ^[5]
• 61% of employees acknowledge they would rather work when they feel sick than use their paid time off or sick time. ^[5]
• 88% of employees said company culture was at least relatively important. ^[5]
• 75% of employees reported they’re more likely to stay with their employer because of their benefit program. ^[5]
• 23% of adults prefer a male boss, which is 10 percentage points lower than the last reading in 2014 and 43 points lower than the initial 1953 reading. ^[5]
• 56% of employers say they are unable to actively manage culture because they lack leadership support; 45% say they don’t have enough time or resources. ^[5]
• The most popular methods to actively manage company culture and drive employee engagement drafting employee engagement surveys (55%), creating culture committees and events (29%) and offering employee resource groups (20%). ^[5]
• 73% of employers believe a great corporate culture gives their organizations a competitive edge. ^[5]
• 49% of employees say culture influences their employee experience more than the physical environment (22%) or the technology they use to do their jobs (29%). ^[5]
• More than 75% of HR leaders feel their current HR technology solution is improving the overall employee experience 52% of HR pros cite management buy in as the biggest barrier to strengthening culture. ^[5]
• 42% of employees feel that executive leadership does not contribute to a positive company culture. ^[5]
• 80% of businesses plan to improve their corporate culture in 2017. ^[5]
• 14% of U.S. workers found “contributing to the greater good” as a contributor to finding meaning in their work. ^[5]
• 62% of workers and 78% of Millennials said they’d accept a pay cut to work for a company with a mission that mirrored their values. ^[5]
• 25% of employees, 40% of Gen X, 42% of Gen Z and 48% of Boomers chose work life balance as the top source of meaning 90% of workers agree that they have a source of meaning in their careers. ^[5]
• 90% of employees would forgo 23% of their earnings – an average of $21,000 a year – for more meaningful work. ^[5]
• 19% of employees worldwide see a strong alignment between their company ‘s public perception and their own work experience. ^[5]
• Meaningful work is the single largest contributor to a positive employee experience (27%). ^[5]
• 89% of employees believe their role matters. ^[5]
• 78% of employees say their job represents more than a paycheck. ^[5]
• 91% of employees say they are proud of the work they do. ^[5]
• 76% of workers want their employers to make a difference in their community and 72% in the world. ^[5]
• Among employees whose companies reflect their values, 85% described themselves as loyal and 54% said they’re willing to go well beyond their work’s scope, compared to 44% and 4% of those whose values and work aren’t aligned. ^[5]
• 93% of workers said trustworthy leadership was the most critical factor in creating alignment, with 93% saying it’s important but just 61% feeling their companies are aligned with their values. ^[5]
• Almost 70% of employees said their companies occasionally struggle in aligning with, being sensitive about and adhering to local laws, practices and cultures. ^[5]
• 48% of millennials believe businesses behave ethically compared with 65% in 2017. ^[5]
• 45% of millennials believe business has a positive impact on society, down from 72% in 2017 47% of millennials believe that business leaders are committed to helping improve society compared with 62% in 2017. ^[5]
• 44% of millennials believe business leaders are making a positive impact and still have some faith in business’ ability to enact meaningful change in society. ^[5]
• 75% of millennials believe multinational corporations have the potential to help solve society’s economic, environmental and social challenges 90% of office professionals said they perform their jobs better in well. ^[5]
• More than three quarters of employees agreed they performed better in workspaces that encouraged collaboration, and 88% said that spaces to concentrate helped raise the quality of their performance. ^[5]
• 89% of employees felt it was important to have places to take a break throughout the day 47% of employees said they value a workspace with a community atmosphere, especially for millennials ages 18. ^[5]
• 61% of employees want appealing and comfortable workspaces, workplace flexibility (53%), perks (47%) and workspaces that provide learning opportunities (32%). ^[5]
• 48% of office workers said peer collaboration is their preferred method of learning in the workplace and 81% said that peer collaboration helped improve their productivity. ^[5]
• Women said that being overly critical (28%) was nearly as bad as micromanaging (32%). ^[5]
• 17% of men rated overly critical as a negative trait in bosses. ^[5]
• Micromanaging tied with being overly critical (30%). ^[5]
• 72% of men and 55% of women said they’re receptive to a promotion without a pay increase. ^[5]
• said they’ll take a new title without a pay hike, compared to 61% of workers ages 35. ^[5]
• 53% of those 55+ Workers that were recognized in the last month are 29% more likely to agree that “The work we do at my organization has meaning and purpose for me”. ^[5]
• 45% of workers have not been recognized in six months or more, and 16% have never been recognized at work. ^[5]
• At companies with no formal recognition program, only 81% of workers agree the work they do has meaning and purpose. ^[5]
• 60% of workers would like to see their colleagues’ good work praised more frequently by managers and leaders. ^[5]
• 84% of employees say praise should be given on a continual, year. ^[5]
• 88% of employees agree it’s important that employers reward employees for great work. ^[5]
• 41% of employees say their employer effectively rewards employees for great work. ^[5]
• 90% of employees who work in places with effective rewards programs agreed with the statement “My work makes a difference”. ^[5]
• 47% of employees want to receive rewards spontaneously. ^[5]
• 38% of employees want to receive rewards in exchange for good work. ^[5]
• 52% of employees would rather celebrate rewards with their families than with colleagues. ^[5]
• 52% of employees agree that they “would rather be recognized privately by my manager than publicly in front of my team”. ^[5]
• The number of employers with “deeply embedded” recognition programs increased to 17% in 2019 from 10% in 2015. ^[5]
• The number of employers with no recognition policies increased to 19% in 2019 from 12% in 2015. ^[5]
• About 50% of senior managers view recognition as an investment. ^[5]
• Most employers said their recognition plans are “doing a fairly good job” meeting goals, and 18% said they were “definitely meeting” their goals. ^[5]
• Half of employers said HR administers their recognition programs and 25% said the compensation department handles them. ^[5]
• The average organization used eight recognition programs, including length of service (72%), aboveand beyond performance (62%), customer service (34%), productivity (27%) and quality (27%). ^[5]
• 40% of organizations used biometric/wellness programs to recognize employees who reach their health goals. ^[5]
• Gift cards were the most common form of employee recognition (62%), followed by clocks and watches (49%). ^[5]
• 18% of organizations give employeeofthe. ^[5]
• For more significant accomplishments, 47% of workers said they wanted to be recognized with a new growth opportunity, rather than a salary increase or high. ^[5]
• Recognition from leaders above their direct supervisors would mean a lot to 37% of workers. ^[5]
• About 85% of professionals prefer a simple “thank you” as recognition for their dayto. ^[5]
• 37% of employees said they wanted to be recognized by leaders above their direct supervisors, while 32% preferred recognition by their direct supervisors More than one third of women said they preferred company. ^[5]
• 50% of employers see their employee recognition programs as an investment in their workforce 89% of companies have recognition programs. ^[5]
• 42% of employees believe their accomplishments go unnoticed. ^[5]
• 52% of companies currently have a comprehensive recognition program. ^[5]
• 73% of companies said they plan to make changes to their recognition program over the next year. ^[5]
• 67% of employees believe their company’s broken processes prevent them from maximizing their potential. ^[5]
• 14% of employees strongly believe their companies are helping employees reach their full potential. ^[5]
• 63% of employees feel like their employer invests in their future. ^[5]
• 72% of employees don’t think management cares about their career growth. ^[5]
• 28% of senior managers think employees are bored because they don’t feel challenged by their work. ^[5]
• 80% of employees want to acquire more digital skills to guarantee their future employability. ^[5]
• 76% of employees think their employers should provide them with more training in digital skills, but only 44% said their employers are doing so. ^[5]
• 80% of workers said upskilling was their own responsibility. ^[5]
• 59% of employees said that access to projects to help keep their skills upto date would keep them satisfied at their current company. ^[5]
• 76% of millennials think professional development opportunities are one of the most important elements of company culture 46% of employees do not think their leadership skills are being developed. ^[5]
• 28% of employees said their employers offer mentorship or leadership programs geared toward women. ^[5]
• 44% of workers felt skilled employees were unrecognized for their work 89% of HR Leaders surveyed agree ongoing peer feedback and check ins have a positive impact on their organizations. ^[5]
• More than 70% of employees in tech do not trust HR. ^[5]
• 35% of managers think HR supports them well. ^[5]
• Salaried workers (55%) are more satisfied with recognition for accomplishments at work than hourly workers (46%). ^[5]
• Salaried workers (65%) are more satisfied than hourly workers (50%). ^[5]
• Salaried workers (45%) are more satisfied with opportunities for promotion than hourly workers (35%) 58% of employees . ^[5]
• 62% of Millennials and GenX) say that professional development contributes to their job satisfaction 90% of Gen Z want inperson check. ^[5]
• 84% of employees said regular check ins with their managers are important to them. ^[5]
• 90% of Gen Z said regular faceto face meetings with their manager are important and. ^[5]
• 40% described them as very important. ^[5]
• One third of employees meet with their manager once a month; 12% meet every two weeks; another 12% never meet with their managers at all; and 8% meet fewer than every six months. ^[5]
• Large organizations were more likely to have regular checkins than midsize or small companies, and the number of employees that never had check ins increased to 17% in small companies. ^[5]
• 92% of workers said they favored being reviewed more than once a year, with 49% preferring weekly formal feedback conversations and 72% preferring monthly. ^[5]
• The annual review is still used in 36% of employees’ workplaces. ^[5]
• Employees feel the traditional performance review is too generic (22%), too infrequent (6%) and frequently incomplete (62%). ^[5]
• 86% of executives said they think their organization would benefit from checking in with employees more often. ^[5]
• Nearly 50% of employees said they don’t feel comfortable raising issues with their managers between formal reviews, but that they would be more proactive about doing so (75%). ^[5]
• 67% of managers admit they removed negative feedback from evaluations because so much time had gone by and the feedback was no longer relevant. ^[5]
• 14% of employees strongly agree that the performance reviews they receive inspire them to improve. ^[5]
• 61% of Millennials say they would switch to a company with no performance reviews. ^[5]
• 97% of employees think that data improves their job performance. ^[5]
• 74% of employees believe their employers would value them more if their data literacy improved. ^[5]
• 75% of U.S. workers care about how well their company is performing but don’t know enough about the true state of business affairs. ^[5]
• 84% of workers want their employer to take a stand on regulations, legislation and presidential executive orders that could impact their lives and their employers’ businesses. ^[5]
• Among workers ages 18 to 35, 75% expect employers to take a stand on equal rights, climate change, immigration and constitutional rights 67% of 33 to 44 year olds and 49% of those 45 and older favor employer involvement. ^[5]
• 34% of employees feel it is the employer’s responsibility to pay for training. ^[5]
• 42% of millennials said their current employers do provide learning, development and training opportunities. ^[5]
• 77% of employers plan to make big investments in learning and development programs to provide workers with new skills for new roles as their businesses grow 28% of Millennials say feeling appreciated contributes to their loyalty. ^[5]
• 53% of employees report feeling appreciated at work. ^[5]
• Words of affirmation topped the list of reward preferences for both fully remote workers and onsite staff, followed by quality time (35% and 25%); acts of service (19% and 22%); tangible gifts (7% and 6%). ^[5]
• More than 50% of workers think employers aren’t preparing workers for future tech jobs. ^[5]
• 90% of employees think employers are mainly responsible for upskilling staff. ^[5]
• 57% of employees said they don’t have basic coding skills and 12% said they aren’t tech literate at all and that they struggle with basic applications. ^[5]
• Only 18% of all consumers surveyed said that they engaged with virtual worlds at all. ^[6]
• Of the 100 consumers surveyed who do engage with virtual worlds, 76% play games and 39% socialize in them. ^[6]
• – Consumers in the South strongly prefer Quick Service Restaurants, with 68% of consumers surveyed in this region saying they regularly order from these restaurants. ^[6]
• Northeastern consumers are the least likely to order from QSRs, with 59% having ordered from one in the past month. ^[6]
• This compares to the national average of 63% of consumers who order from QSRs regularly. ^[6]
• , with 85% of consumers in this region saying they regularly order from such restaurants. ^[6]
• QSR customers in the Midwest find promotions and sales particularly enticing, with 34% of consumers surveyed saying they are a deciding factor in selecting a restaurant. ^[6]
• 55% of table service cand 58% of QSR customers. ^[6]
• A vast majority of consumers, 85%, will do more in store shopping in 2024 than last year, up from the 79% reporting increased visits in 2021. ^[6]
• More than twothirds of shoppers use self checkout at least occasionally, while 44% use the retailer’s shopping app and 29% use QR codes—all of which representing increases from previous years. ^[6]
• 72.5% of Americans feel more inclined to shop at brands that make their loyalty experience fun and. ^[6]
• rewarding.79% said that if a company invests in making their loyalty programs more fun, they value their customers more. ^[6]
• 72.5% of Americans feel more inclined to shop at brands that make their loyalty experience fun and rewarding. ^[6]
• 79% said that if a company invests in making their loyalty programs more fun, they value their customers more. ^[6]
• 80% of millennials and 78% of gen z ers frequently make extra purchases just to advance their status in a loyalty program. ^[6]
• But the loyalty goals need to be clearly defined…65% of Americans said they are more likely to spend an amount to reach goals in a loyalty program ONLY if it’s clearly laid out for them. ^[6]
• The survey found that more than threequarters (86%). ^[6]
• Of those respondents, 29% are willing to delay deliveries up to five days and 28% are willing to delay a week or more. ^[6]
• Nearly half (44%). ^[6]
• Consumers Willing to Do Their Part Retail e commerce sales are expected to grow by 50% over the next four years. ^[6]
• The survey also revealed that social media has influenced over half (52%). ^[6]
• Nearly half (45%). ^[6]
• For those influenced by social media, Facebook and Instagram had the biggest influence with 31% and 28%, respectively. ^[6]
• Surprisingly, TikTok (16%) and Snapchat (5%). ^[6]
• However, these platforms had a larger appeal for respondents ages 18 29, with TikTok at 28%. ^[6]
• A recent survey found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. ^[6]
• The survey also revealed that nearly half (49%). ^[6]
• The survey also revealed that nearly half (49%). ^[6]
• The distant second preference was ‘in person’ (19%). ^[6]
• Long wait times were the top pet peeve (32%), followed by not having the option to speak with a human (25%) and numerous transfers to different individuals (25%). ^[6]
• The research demonstrates 72% of UK businesses increased investment in digital customer engagement in 2021, many are reaping the rewards. ^[6]
• In fact, those that did invest in customer engagement technology increased revenues by 58%. ^[6]
• Many businesses reported that these technologies also positively impact customer retention and trust, 40% said that investing would increase loyalty. ^[6]
• 42% said it would increase trust. ^[6]
• The research indicates 39% of global businesses cited “lack of in house talent” as a roadblock to digital customer engagement strategy. ^[6]
• In the UK, 47% said that they lack the in house talent to run digital customer engagement programmes. ^[6]
• This is significantly higher than in the US, where one third (33%). ^[6]
• By 2025, businesses expect that digital customer engagement will increase 47% from pre. ^[6]
• 89% of UK consumers would stop doing business with a company after a frustrating customer experience. ^[6]
• One fifth (21%). ^[6]
• Furthermore,16% would cut ties if they knew they could get a better customer experience from a different company. ^[6]
• France saw a 70% raise, the US 79%, Colombia 95%, Brazil 95%, and Mexico 91%. ^[6]
• Split globally by industry, construction companies reported the greatest ROI from digital customer engagement strategies with an 88% revenue increase. ^[6]
• Telecoms saw an 83% lift and tech 82%. ^[6]
• The State of Customer Engagement Report 2024 suggests that digital customer engagement has made a significant impact — increasing revenue by 70% on average for companies that invested in it. ^[6]
• In fact, 44% of tableservice restaurant customers use loyalty programs, as do 39% of quick. ^[6]
• Loyalty programs are especially likely to be used by high tech consumers — the 10% of survey respondents who own 11.8 devices on average. ^[6]
• Among this group, 75% of table service restaurant customers use loyalty programs, as do 60% of QSR customers. ^[6]
• The survey found that 56% of table service restaurant customers use a mobile app, as do 64% of QSR customers. ^[6]
• Among the eight methods identified in the survey — five of which are digital and three nondigital — even the least popular ones were used by 14% of QSR customers and 18% of table. ^[6]
• While 98% of survey respondents said they invest in digital advertising, 97% are looking to alternative channels with 67% saying digital returns have diminished even after scaling up programs. ^[6]
• Marketers who responded to the survey agree that OOH placements are essential for reinforcing brand message (93%) and standing apart from competitors (76%). ^[6]
• Sixty one percent of survey respondents say the challenges of competing with massive brands for search position are partly to blame for declining digital ad returns, while 60% say growing consumer digital fatigue and distrust of digital ads are factors. ^[6]
• Increased online focus during the COVID 19 pandemic made SEO competition even tougher, cited by 77%. ^[6]
• Nearly 92% of survey respondents report using a variety of trustworthy methods to reliably measure the effectiveness of OOH campaigns, including digital integration, promo codes, QR codes, and unique landing pages. ^[6]
• – Paytronix High Tech Customers see mobile apps (56%) and the ability to pay online (57%). ^[6]
• Loyalty And Rewards Programs motivate a far greater share of high tech consumers (51%) than average consumers (37%). ^[6]
• 77% of brands and agencies increased their awareness and learning about OOH and DOOH in the last 18 months. ^[6]
• 66% of brands activated a new DOOH campaign in the past 18 months, and 81% plan to recommend DOOH in their media plans in the next year. ^[6]
• 71% of consumers said they pay more attention to ads on DOOH screens over TV when watching ads. ^[6]
• 50% of consumers said digital screens outside the home are a good way to learn about brands, products and services. ^[6]
• About 35% of consumers reported that they are likely to research more, purchase and tell others about products they see advertised on DOOH screens. ^[6]
• 55% of consumers agreed digital screens enhance the look of indoor locations making them look and feel more modern. ^[6]
• Approximately 35% of consumers trust ads on DOOH compared with just 18% for social media and 22% for internet ads. ^[6]
• 88% of consumers agree that digital screens in doctor’s offices and pharmacies are a good source of health information. ^[6]
• 81% find these screens helpful when they include customized content when at retail. ^[6]
• A new study from Juniper Research has found the value of transactions made over prepaid cards will exceed $4.1 trillion globally in 2026; up from $2.3 trillion in 2021 a substantial growth of 75%. ^[6]
• By 2026, prepaid card transaction value will be just over 50% higher than that forecast… ^[6]
• A new study from has found the value of transactions made over prepaid cards will exceed $4.1 trillion globally in 2026; up from $2.3 trillion in 2021 a substantial growth of 75%. ^[6]
• The research found that while the US will account for over 43% of global transaction values in 2026, there are other significant opportunities emerging. ^[6]
• In fact, research found that consumers on Saturday, November 27th, down 4.3% from 2020, and $4.7 billion online the following day, down 0.5% from the same period last year. ^[6]
• Q4 profits by a landslide Adobe points out that, given the high levels of holiday spending that have already happened, sales for the entire holiday shopping season are expected to reach $207 billion, up 10% from the previous year. ^[6]
• However, no industry got bombarded by attempted ATO like omnichannel retail account takeover fraud rates rose by a gut wrenching 2950% during BFCM, on top of a 62% increase in attempted payment fraud. ^[6]
• According to Citizens’ newly published second annual Banking Experience Survey, nine out of 10 consumers and businesses use digital banking channels, up from 85 percent and 71 percent respectively in July 2020. ^[6]
• Eighty six percent of business leaders feel confident using video conferencing tools to speak with their banker or banking team and 70 percent said they feel confident performing banking activities via a text chat function with a live banker on the other end. ^[6]
• Fifty three percent of consumers felt that technological advances will allow banks to leverage data and AI to help better anticipate their future needs, up from 49 percent in 2020. ^[6]
• More than 80 percent of business leaders said their bank supported them through the COVID 19 crisis and nearly as many view their bankers as strategic and financial partners. ^[6]
• Nearly seven in 10 consumers trust their bank to do the right thing by them when making financial decisions, while 60 percent are comfortable sharing their financial goals with their bank, suggesting they view banks as financial partners. ^[6]
• Sixty five percent of consumers and 82 percent of businesses are at least somewhat comfortable sharing information with banks as long as it leads to more tailored solutions and a better experience. ^[6]
• Those percentages increased year over year from 60 percent and 71 percent, respectively, demonstrating increased confidence that banks are using digital tools to enhance the banking experiences of their customers and meet their needs. ^[6]
• Businesses that were adapting slowly now have other priorities94 percent of agents will continue working from home. ^[6]
• 61 percent of… Key Finding 1. ^[6]
• 61 percent of businesses felt their digital channels delivered consistent customer experiences, 50 percent of the time, their automated channels failed. ^[6]
• When switching support channels, 89 percent of customers were asked to repeat information.84% indicate they will invest in data security solutions to protect customer data. ^[6]
• Today, 34 percent of companies feel that voice agents still provide the best customer experience, up from 29 percent in 2020.A majority of companies plan to invest in a consolidated view across voice and digital channels. ^[6]
• Spending online increased by 42% from 2019 to 2020 and that online spend continues to grow yearover. ^[6]
• a continuing +42% YOY growthOnline spend in January and February 2021 also grew at 34%. ^[6]
• YOY78% of consumers plan to shop more in. ^[6]
• Spending online increased by 42% from 2019 to 2020 and that online spend continues to grow yearover. ^[6]
• 2020 saw a total of $844B spend online and a continuing +42% YOY growth. ^[6]
• Online spend in January and February 2021 also grew at 34%. ^[6]
• YOY 78% of consumers plan to shop more in store as they’re eager to get out of the house and want to interact with store associates and physically interact with products. ^[6]
• 59% of respondents shop at secondhand stores for apparel. ^[6]
• Sustainable fashion is expected to GROW 2x the size of fast fashion by 2029 59% of U.S. adults aged 18 34 have started or stopped using a new brand because of its response to racism/racial injustice. ^[6]
• 43% like an introduction to new products 42% want products recommended 41% look for a distinctive look and feel 44% of U.S. consumers plan to splurge or treat themselves by traveling or going on vacation and 46% by attending restaurants, bars or dining out. ^[6]
• 66% of consumers feel ads based on tracking behavior are. ^[6]
• 66% of consumers feel ads based on tracking behavior are creepy. ^[6]
• 89% of companies that lead with customer experience perform financially better than their competitors. ^[6]
• High growth companies are nearly 2.5 times more likely to focus on solving customer problems than those that are not. ^[6]
• A onepoint customer satisfaction improvement on a 10 point scale corresponds to at least a 3% increase in revenue. ^[6]
• B2B and B2C companies that implement innovative CX strategies are 3 times more likely to substantially outperform their business goals. ^[6]
• 75% of customers will spend more to buy from a company that offers a good customer experience. ^[6]
• 90% of global CX professionals agree that CX is a primary focus of their company. ^[6]
• Customers are 2.7 times more likely to spend more when companies communicate clearly. ^[6]
• Fully engaged customers give 23% more share of wallet than the average customer. ^[6]
• 63% of customers will pay more for a great experience. ^[6]
• 52% of consumers would be willing to pay more to receive great customer service. ^[6]
• One in four customers is willing to pay up to 10% more to receive excellent customer service. ^[6]
• 46% of companies say customer experience is their top priority for the next five years. ^[6]
• 90% of B2B buyers will turn to a competitor if a supplier’s digital channel can’t keep up with their needs. ^[6]
• 87% of B2B buyers will pay more for a supplier with an excellent digital commerce portal. ^[6]
• Delivering a high quality B2B customer experience can reduce customer churn by up to 15%. ^[6]
• 84% of B2B buyers are more likely to buy from sales reps and companies that understand their goals. ^[6]
• A positive customer experience yields 20% higher customer satisfaction rates. ^[6]
• 91% of consumers are more likely to make a repeat purchase after a positive experience. ^[6]
• A positive customer experience leads to a 10 15% boost in sales conversion rates. ^[6]
• 71% of consumers have made a purchase decision based on experience quality. ^[6]
• A positive customer experience increases employee engagement by up to 30%. ^[6]
• 78% of customers say they are loyal to brands that understand them and what they want to achieve. ^[6]
• Customers who have a highquality experience are 2.7 times more likely to keep doing business with a brand than those with a low. ^[6]
• 59% of loyal customers are more likely to choose that brand over competitors. ^[6]
• 62% of loyal customers are more likely to spend more on the brand. ^[6]
• Customers are 2.4 times more likely to stay when companies solve customer problems more quickly. ^[6]
• 90% of customers say they are very likely to trust companies that have very good customer experiences, compared to 15% of customers that trust companies with very poor CX. ^[6]
• 86% of loyal customers will recommend a company to friends and family. ^[6]
• 75% of customers are very likely to forgive a company for a mistake if they think it delivers very good CX. ^[6]
• 46% of loyal customers will remain loyal to the brand even after a bad experience. ^[6]
• 64% of customers will try new products or services immediately from companies they think have very good CX. ^[6]
• 66% of loyal customers are likely to write a positive online review after a good experience. ^[6]
• 75% of U.S consumers are more likely to be loyal to a brand that delivers a personalized customer experience. ^[6]
• 80% of customers say the experience provided by a company is as important as the products and services. ^[6]
• 70% of customers say convenience is more important than branding. ^[6]
• 66% of customers expect companies to understand their unique needs and expectations. ^[6]
• 52% of customers expect offers to always be personalized, up from 49% in 2019. ^[6]
• Customers are 10 times more likely to recommend a brand when employees answer all their customer questions. ^[6]
• 95% of customers who rate a company’s CX as very good are likely to recommend the company, compared to 15% of customers who rate a company’s CX as very poor. ^[6]
• 94% of customers who rate a company’s CX as very good are very likely to repurchase from that company. ^[6]
• Modest improvements in CX performance lead to a 34% increase in future purchase intentions. ^[6]
• 74% of consumers are at least somewhat likely to buy based on experience alone. ^[6]
• 88% of consumers will switch to a competitor after three or fewer bad experiences. ^[6]
• After the pandemic, customer experience is now more important to 58% of consumers. ^[6]
• 84% of customers say being treated like a person instead of a number is very important to winning their business. ^[6]
• 93% of customers say trusting a company makes them more likely to recommend that company. ^[6]
• Customers who rate a company’s customer service as good are 38% more likely to recommend the brand. ^[6]
• Willing to Pay for a Safe Environment More than 40% of people would pay extra to be on a 100%vaccinated flight or stay at a 100%. ^[6]
• Stayat Home Winter 27% of people won… ^[6]
• Stayat Home Winter 27% of people won’t travel due to fear of Covid this winter. ^[6]
• New Cards for Younger Travelers Millennials are 4X more likely than baby boomers to apply for a new credit card to save on winter travel. ^[6]
• A new study published by BCG Ventures this September shows how redirecting spend from promotions to personalized offers can lead to a 200% return. ^[6]
• Instead of going allin on one or two programs, big retail brands are starting to allocate 25% of their customer oriented investments into four areas… ^[6]
• Instead of going allin on one or two programs, big retail brands are starting to allocate 25% of their customer oriented investments into four areas Pricing, Promotions, Reward programs, and Personalized offers. ^[6]
• They’ve seen 8% YoY growth in member spending for several years now. ^[6]
• As of June 2021, 39 states and the District of Columbia had reopened to 100% indoor dining capacity; 11 states and Puerto Rico are open at varying capacities ranging from 50% to 80%. ^[6]
• Despite these increases, eating and drinking places remain nearly 1 million jobs or 8% below pre. ^[6]
• 75% of restaurant operators reported that recruiting employees was their top challenge as of June 2021 – the highest level ever recorded. ^[6]
• The fullservice segment was down 626,000 jobs, or 11% below prepandemic employment levels; the limited service segment was down 175,000 jobs or 4% in the same period. ^[6]
• Menu prices have increased nearly 4% through June 2021. ^[6]
• 52% of adults would like to see restaurants incorporate more technology to make ordering and payment easier. ^[6]
• 84% of adults say they favor allowing restaurants to set up tables on sidewalks, parking lots or streets permanently. ^[6]
• 19% of adults said they completely stopped going out to restaurants. ^[6]
• 37% of adults said they ordered delivery or takeout instead of dining in a restaurant. ^[6]
• 32% of adults said that if asked to wear a mask and/or show proof of vaccination to dine indoors again, they would be less likely to dine in a restaurant. ^[6]
• Most consumers (71%). ^[6]
• 71% of consumers feel positive about co branding partnerships, making partnership opportunities appeal to prospective brands. ^[6]
• 61% of consumers avoid purchasing products with a negative brand reputation at least sometimes, emphasizing the importance of wisely selecting a co. ^[6]
• Only 5% of consumers knew the CoverGirl and LucasFilm co branded products, displaying the disadvantages of targeting separate, distant audience groups. ^[6]
• 43% of consumers would likely try a cobranded product from a company they already liked, making co branding a solid opportunity to reengage returning consumers. ^[6]
• 41% of consumers think a brand’s values are essential for purchasing decisions, indicating that co branding partners should spend time discussing values alignment. ^[6]
• In the survey, nearly 7 in 10 respondents (69%). ^[6]
• talking to a live agent by phone is one of their top three preferred methods of communication with a company’s customer service department; 5 in 10 (54%) said email; 4 in 10 (46%). ^[6]
• When asked to pick the top three most important qualities of a customer service agent, 60% selected “willingness to help;” 60% chose “ability to solve my issue;” and 58% indicated “knowledge about the product or service.”. ^[6]
• By age groups, Millennials value a compassionate attitude (28%) twice as much as Baby Boomers (13%). ^[6]
• One third (34%) said they’re willing to wait on hold between five to seven minutes, an average of six minutes overall, with women (15%) twice as likely as men (8%). ^[6]
• However, the average actual wait time on hold is 17.4 minutes, with 2 in 3 (62%) saying they’ve waited on hold longer than 10 minutes and nearly one quarter (23%). ^[6]
• Women are more patient they’re twice as likely (31%) as men (13%). ^[6]
• After a positive customer service experience, 3 in 10 (33%). ^[6]
• Conversely, after a poor customer service experience, 4 in 10 (42%) said they have posted an online review, with Gen Z consumers the most likely to post a review after a poor experience (65% are somewhat likely and very likely). ^[6]
• Younger Americans are also more likely to abandon a brand after a poor experience 65% of 1824 and 61% of 2540 said very or somewhat likely; only 33% of 41 56 and 19% of 57+ said very likely or somewhat likely. ^[6]
• When asked for an adjective when hearing the term “customer service,” 65% provided positive words, like knowledgeable, helpful, caring and sincere; only 14% provided adjectives that were negative in connotation. ^[6]
• When contacting financial institutions , nearly 7 in 10 (68%) are extremely or somewhat satisfied; less than 10% (8%). ^[6]
• When asked “what company is the worst to get a hold of for customer service?,” respondents named companies or organizations in the cable & wireless industry (43%), state and federal government agencies (23%) and banks/financial services (8%). ^[6]
• Onethird (30%) said they receive between 610 phone calls from an unknown number each week; more than one third (35%) said they receive more than 10 phone calls each week; nearly 10 percent (8%). ^[6]
• Fifty percent are very unlikely and somewhat unlikely to answer a phone call from an unknown number; women (58%) are much more unlikely than men (39%). ^[6]
• their loyalty.90% of consumers say they’re likely to choose a retailer where they’re a premium loyalty member over another one offering a lower price.73% of premium loyalty members shopped more with their favorite retailers during the pandemic. ^[6]
• More than twothirds (68%). ^[6]
• More than three quarters (76%). ^[6]
• And more than a third (37%). ^[6]
• Almost half (49%). ^[6]
• Nearly three quarters (73%). ^[6]
• As in 2020, 94% of premium loyalty members in 2021 shop with their favorite retailers at least once a month. ^[6]
• But the percentage of members who shopped even more often — once a week or more — actually grew from 58% in 2020 to 67% in 2021.Almost two thirds (64%). ^[6]
• a majority (68%) belong to 1 4 programs, and almost a third (31%). ^[6]
• Almost three quarters (73%). ^[6]
• followed by a lack of trust for the assistants (32%). ^[6]
• Only 27% of voice assistant users in the US feel comfortable using them in public July 06, 2021 – PYMNTS.com. ^[6]
• Forty nine percent of consumers with this financial outlook are signed up with at least one restaurant’s loyalty program, compared to 42 percent of consumers whose finances have remained largely stable throughout. ^[6]
• Approximately 58 percent of retail professionals say the pandemic accelerated new technology related product launches at their company. ^[6]
• Brands have leveraged technologies like augmented reality and virtual reality to connect with consumers, with 31 percent of consumers using these technologies… ^[6]
• Almost 40 percent of consumers point to scanasyougo, smart cart, and walkin, walk out technologies as top desired features. ^[6]
• More than 42 percent of consumers are comfortable with in store assistance from robots, and one in five are open to the idea of microchip implantation to enable payments. ^[6]
• Scams accounted for 59% of blocked user generated malicious content within Sift’s network during the first quarter of the year. ^[6]
• The other most common blocked content fraud types include irrelevant content (22%, not related to the topic at hand), toxic . ^[6]
• The other most common blocked content fraud types include irrelevant content (22%, not related to the topic at hand), toxic (18%, includes foul language, harassment, hate speech or bullying) and commercial (1%, solicitations against terms of service). ^[6]
• However, with an additional 18% increase in Q1 indicating that fraudsters remain committed to leveraging user generated content to ensnare consumers and steal from businesses. ^[6]
• Approximately 27% of consumers surveyed report running across fraudulent content on a daily or weekly basis. ^[6]
• According to respondents, the most common types of fraudulent content encountered are spam (51%) and scams (50%) with misinformation and ‘fake news’ rounding out the top three (43%). ^[6]
• COVID19 vaccine misinformation widely reported Half (50%). ^[6]
• Specifically, 56% say they’d stop using the site or service if fake or misleading content was discovered, while 54% say they’d stop use if they were scammed into sharing personal information. ^[6]
• Over half (54%). ^[6]
• More than 40% of respondents will disengage from a brand’s community after as… ^[6]
• More than 40% of respondents will disengage from a brand’s community after as little as one exposure to toxic or fake UGC, while 45% say they will lose all trust in a brand. ^[6]
• The most frequently encountered unwanted content includes spam (61%), fake reviews and testimonials (61%), and inappropriate or harmful images (48%). ^[6]
• Consumers report finding these types of content so impactful that it has affected the quality of their day, with 38% saying it has made their day worse, and nearly 30% reporting it ruined the entire day. ^[6]
• More than half (53%). ^[6]
• Today’s consumers are willing to help combat toxic or misleading UGC, with 66% reporting having flagged instances to brands. ^[6]
• Respondents also indicated that many companies can provide a more timely response as less than a third (32%). ^[6]
• In terms of actions they want to see taken by brands, 69% of those surveyed said they want the brand to remove the content, while 46% want a direct response about the actions the brand has taken and 40% want the offending user banned, at least temporarily. ^[6]
• About 50% of grocery shoppers began buying online and picking up in store during the pandemic, but only half of those customers will continue this behavior in the future. ^[6]
• shoppers want to be in control 54% prefer to pick items out in person and 40% want the experience of shopping in a physical store. ^[6]
• Nearly half BOPIS shoppers won’t buy meat / seafood, about 40% avoid dairy, produce and frozen products, about 35% won’t order deli or bakery and 31% get t heir healthcare/personal care items through another channel. ^[6]
• 40% of people report waiting 10 minutes or more for their BOPIS orders. ^[6]
• 90% of shoppers still go into store when picking up an order. ^[6]
• 47% of restaurant customers use at least one loyalty program. ^[6]
• The share of consumers using restaurant loyalty programs increased 12 percent. ^[6]
• In fact, 42 percent of all restaurant customers had been using at least one restaurant’s loyalty program on January 22, and that figure increased to… ^[6]
• In fact, 42 percent of all restaurant customers had been using at least one restaurant’s loyalty program on January 22, and that figure increased to 47 percent by April 22. ^[6]
• McDonald’s closed most of it dining rooms, yet the fast food titan reported that same store sales rose more than 13 percent year over year in Q1 2020. ^[6]
• The coffee giant’s samestore sales fell by 5 percent in Q4 2020, but locations with drive thrus saw revenues rise. ^[6]
• Delivering on Restaurant Rewards revealed that 92 percent of vaccinated customers plan to keep ordering online as often as they do now, and only 8 percent of consumers will return to dining in restaurants. ^[6]
• Americans spend an average of more than $1,200 on drivethru food each year, and researchers reported that drive thru trips grew by 26 percent in Q2 2020 to make up 42 percent of all restaurant visits. ^[6]
• Recent research showed that 60 percent of consumers would feel safe dining out — the highest rate since last spring. ^[6]
• This share has been on the rise this year, but it never exceeded 42 percent in 2020. ^[6]
• Consumers’ comfort with dining outdoors still remains higher than with dining indoors, however, at 68 percent and 57 percent, respectively. ^[6]
• Restaurant sales increased by 32 percent in March compared to the same month one year prior as more consumers ventured out to dine, with QSR transactions leaping by 29 percent and full service restaurant sales skyrocketing by 210 percent year over year. ^[6]
• Paytronix, recently revealed that 92 percent of consumers who have been fully immunized plan to keep ordering online after the pandemic eases as often as they do now, while only 8 percent will return to dining in restaurants. ^[6]
• consumers.the average size of each check increased by more than 14 percent to $11 in 2020, according to a recent report. ^[6]
• The rise in check sizes was a surprise to researchers, given that overall transactions fell by 9 percent, but restaurant operators had been responding to slowing sales with incentives such as rewards and family meal deals to help maximize ticket size. ^[6]
• Uber Eats said last year that its yearover year revenue had increased 152 percent to nearly $5 billion.90 percent of customers prefer curbside pickup over going inside a restaurant location to get their orders. ^[6]
• The average U.S. consumer will spend more than $1,200 on drivethru food every year, according to reports, and drive thru trips increased 26 percent in Q2 2020, representing 42 percent of all eatery visits. ^[6]
• Drivethru visits also rose by 13 percent last July when restaurants began reopening — the highest rate of all the service models, including dine in, carryout and delivery. ^[6]
• All Rights Reserved Order To Eat Tracker® DEEP DIVE of convenience and safety, some national chains reported sales swelling by as much as 70 percent67 percent of consumers saying in one survey that a wait of six minutes or more is too long for in. ^[6]
• Thirtyeight percent of respondents said drivethrus were the safest way of engaging, followed by curbside pickup at 21 percent and in store pickup at 9 percent. ^[6]
• The average superconnected restaurant customer spent 26 percent more on food orders than average in the last 12 months. ^[6]
• Gen Z and… Key findings include Digital features bank customers want and will pay for 86% of respondents are most interested in cashback offers based on preferred card perks, followed by 82% for cashback offers based on bank loyalty. ^[6]
• 26% are willing to pay for reward features of interest. ^[6]
• 88% of survey respondents would like to receive alerts before recurring charges, and 31% of customers are willing to pay for that feature. ^[6]
• 86% of respondents are most interested in cashback offers based on preferred card perks, followed by 82% for cashback offers based on bank loyalty. ^[6]
• A majority of survey respondents (63%). ^[6]
• Willingness to engage with a chatbot decreased as age increased, with 18% of Gen Z favoring chatbots compared to only 8% in the baby boomer generation. ^[6]
• They are more likely to speak with a branch representative (36%) than Gen Z (23%). ^[6]
• Community (34%) and regional (41%). ^[6]
• while super regional (38%) and large institutional (36%). ^[6]
• They are more likely to speak with a branch representative (36%) than Gen Z (23%). ^[6]
• – here comes the bank of CRM The desire for customers to personalize their banking relationship is the strongest message emerging from survey respondents.72% of respondents rated personalization as “highly important,” while just 8% said it was not. ^[6]
• 20% of respondents were neutral on the topic. ^[6]
• 72% of respondents rated personalization as “highly important,” while just 8% said it was not. ^[6]
• Millennials place the highest value on personalization (79%). ^[6]
• 86% of people who felt personalization is important to their experience are willing to provide feedback on their experiences at least annually. ^[6]
• Fraud remains a concern 75% of survey takers cited a fraud issue as a key reason to switch banks. ^[6]
• Gen Z is most concerned about fraud incidents (81%). ^[6]
• Purchase decisions are spurred by AR Branded AR experiences increase the likelihood to purchase, particularly in categories like home decor (73%), product personalization (73%), virtual try on (72%) and product demonstration (70%). ^[6]
• Snapchatters are 56% more likely than non Snapchatters to have used branded AR. ^[6]
• Consumers are looking for AR 54% actively search for AR experiences, most commonly seeking out branded AR by searching within the camera on digital platforms like Snapchat. ^[6]
• AR shareability heightens impact 61% say the ability to easily share branded AR experiences is important to them. ^[6]
• 90% of respondents say enhancing or expanding their loyalty programs is a priority for 2021.Two thirds of consumers believe their loyalty is harder for retailers to secure now. ^[6]
• And nearly 40% of consumers are not interested in joining loyalty programs due to their lack of perceived… ^[6]
• programs.57% of respondents cite lack of budget, internal resources, or IT support as the main reasons for not launching loyalty programs. ^[6]
• Almost 1 in 4 say they lacked the internal resources to build and manage their programs.44% of respondents who use a vendor. ^[6]
• Consider nearly 40% of consumers don’t join loyalty programs because of their lack of perceived value.. ^[6]
• Over half of retailers (59%). ^[6]
• In fact, 67% of consumers are likely to join a premium loyalty program if they already belong to that retailer’s free loyalty program. ^[6]
• In fact, one third of consumers considered breaking up with a brand while another 65% severed ties with a brand as a result of a poor customer experience. ^[6]
• Despite changes in communication, nearly all respondents (97%). ^[6]
• But, only 43% of all respondents agree this effort is making a tangible difference, meaning that 57% of customers believe brands still need to do more to align with their expectations. ^[6]
• For brands curious about how to drive customer loyalty, the report finds that 42% of consumers say the perception that the brand offers good value for money is a top driver. ^[6]
• Furthermore, the attributes customers most closely associated with a brand’s commitment to the delivery of a positive customer experience are helpful and friendly staff (69%), fast response to questions (53%). ^[6]
• Consumers Crave Live Chat With Brands Two in five (40%) respondents and nearly half (47%). ^[6]
• Positive CX Drives Positive Word of Mouth 27% of consumers will always share a review, if invited to do so, and 28% always leave a review if it is part of an incentive program. ^[6]
• Positive CX 22% of all consumers and 31% of Gen Z respondents feel a strong social media presence is synonymous with a commitment to positive CX. ^[6]
• How Consumers Consume – More than half (58%). ^[6]
• Millennials (63%), Gen X (71%) and U.S. consumers (65%). ^[6]
• CX More than one in four (27%) of consumers prefer to buy from brands which they know are committed to social causes, while a fifth (20%). ^[6]
• Between The first week of February and the last week in March, in store sales grew by 13% and online sales grew about 3%. ^[6]
• Convenience matters 32 percent of vaccinated restaurant customers say they would spend more on their orders if they could pay online; 40 percent of vaccinated restaurant customers would spend more if they could earn loyalty and rewards for their orders. ^[6]
• Respondents were 48 years old, on average, 33 percent had college degrees and 36 percent earned more than $100,000 annually. ^[6]
• And even further, the feeling that personalization makes it easier to find products of interest rose to 49%. ^[6]
• 88% of consumers view a brand’s products as having higher quality if they feel like the brand is listening to their needs. ^[6]
• 91% of consumers are slightly or significantly likely to make a repeat purchase if they feel a brand has listened. ^[6]
• 48% of people increased the amount they spent shopping online this year compared to this time last year. ^[6]
• The Ready to Go segment peaked at 61% in the March 2021 survey compared with 34% in April 2020. ^[6]
• The more pessimistic group of Wait and See consumers dropped to 9% in March 2021 compared with 29% a year ago. ^[6]
• Other key consumer sentiments about recovery from the pandemic, 82% now say that stores that were closed have started to open again compared with only 40% in April of last year. ^[6]
• 64% agree that it is safer than it was a month ago, compared to 38% in April 2020. ^[6]
• 72% agree that their town is starting to emerge from the crisis versus 44% a year ago. ^[6]
• Heavy radio listeners are 18% more likely to purchase or lease a new or used vehicle in the next year, and 64% are more likely to buy a house in the next twelve months, compared to total adults. ^[6]
• Among the other findings from the study Vaccines More than half (52%). ^[6]
• These consumers are more likely to be male and tend to be older One in four (26%). ^[6]
• More than half (52%). ^[6]
• One in four (26%). ^[6]
• Among the employed, two thirds now work outside the home, up nearly 70% since April. ^[6]
• Those spending an hour or more in vehicles is up 150% since April, and heavy radio listeners are more likely to spend an hour or more in the car. ^[6]
• Significant levels of concern remain about the health implications of COVID 19, with 65% more concerned with the health of a family member of a close friend than their own health (53%). ^[6]
• Fewer are now getting items they buy in the store (72%). ^[6]
• Nearly 3 in 10 consumers expect to do more in store shopping in the months ahead compared with the 11% who expect to do that less. ^[6]
• The crisis removed this barrier only 14 percent of all respondents say a lack of leadership alignment hindered the actual implementation of these changes. ^[6]
• Nearly onethird of B2B respondents say that fear of customer resistance to changes was a barrier, but only 24 percent of those in consumer facing industries say this. ^[6]
• Connecting on the right channel, with the right message, at the right time when it comes to driving sales, email outperforms other paid media by up to 92%. ^[6]
• Once an afterthought, privacy is now as vital of a differentiator as price, product, and customer experience 52% of consumers think product recommendations from cookie tracking or similar is creepy, and not cool. ^[6]
• The rise of the conscientious consumer means brands should choose wisely where they advertise 79% of consumers would rather brands invest in loyalty programs than advertise on Facebook. ^[6]
• Loyalty is about more than undercutting your competitors 64% of consumers are prepared to pay more to purchase from a trusted brand. ^[6]
• The Harris Poll report comes as vaccinations rise while cases fall, and nearly half of all Americans (45%). ^[6]
• The COVID 19 vaccine seems to be having an immediate impact on future spending with (53%). ^[6]
• The COVID 19 vaccine seems to be having an immediate impact on future spending with (53%) of consumers and (61%). ^[6]
• In fact, (30%) of those households say they plan to spend more compared to last spring, and (28%). ^[6]
• While (47%) of Americans miss the experience of shopping instore, over three fourths (77%). ^[6]
• One year ago, as COVID19 lockdowns spread across the U.S., consumer anxiety was at an all time high and 76 percent reported adjusting their shopping habits as a result. ^[6]
• Now, one year later, most consumers say the pandemic continues to impact how they shop. ^[6]
• For example, 68 percent of Americans claim the pandemic has made them more conscious consumers. ^[6]
• One year into the pandemic, nearly half of consumers report still stocking up on the essentials a slight increase compared to 12 months ago. ^[6]
• Following last year’s trends, these items include toiletries , food and water , cleaning supplies , hand sanitizer , medicine and medical items , and pet supplies. ^[6]
• And while 56 percent say they are spending about the same amount on essentials now compared to one year ago, 35 percent say they are actually spending more. ^[6]
• In March 2020, nearly 100 percent of consumers noticed household essentials being out of stock on store shelves. ^[6]
• As supply chains continue to recover from the initial shock of the pandemic, that number has now shrunk to 77 percent. ^[6]
• However, the hardest items to obtain still include pandemic essentials like cleaning supplies , toiletries , and hand sanitizer. ^[6]
• While 85 percent of consumers reported not caring about brand names in March 2020, the number a year later has decreased, yet remains relatively high compared to pre. ^[6]
• Now, 61 percent say brand names still do not matter when making their purchasing decisions. ^[6]
• As consumers continue to head in store to get their essentials, nearly 90 percent say they are taking certain safety precautions. ^[6]
• The majority of consumers are disinfecting their hands and shopping carts , using debit/credit cards to avoid handling cash , using self checkout , and shopping at slower times. ^[6]
• As Americans become increasingly accustomed to spending more time at home and retailers continue to expand their ecommerce capabilities, one in two. ^[6]
• consumers now say they are shopping online more frequently as compared to the start of the pandemic, with 84 percent planning to continue shopping online in the future. ^[6]
• However, most consumers say high shipping costs and extended delivery dates caused by this uptick in popularity have led them to abandon online shopping carts in the past year. ^[6]
• With much of the past year spent at home, 44 percent of consumers now view in store shopping as an event and something to look forward to. ^[6]
• For those who feel the opposite, reasons vary from viewing shopping as something done for a specific purpose , a stressful event , and a nuisance. ^[6]
• The number of restaurant gift cards sold across service types fell 31.8% year over year. ^[6]
• More than 45% of restaurant gift cards sold in 2020 were sold during the holiday season. ^[6]
• More than half (52.6%). ^[6]
• reported the highest rate of online grocery shopping at 28.6%Only one… ^[6]
• More than half (52.6%). ^[6]
• 28.7% vs. North East = 21.8% West Coast = 28.7% vs. North East = 21.8%. ^[6]
• While the majority of consumers have yet to test out a virtual shopping consultation, nearly one third (30.9%). ^[6]
• People used Grammarly’s engagement and delivery features more in 2020, reflected by a 77 percent increase in interacting with engagement suggestions and a 98… ^[6]
• People used Grammarly’s engagement and delivery features more in 2020, reflected by a 77 percent increase in interacting with engagement suggestions and a 98 percent increase in delivery suggestions—almost double the rate of 2019. ^[6]
• Grammarly users wrote more casually in the fall, as formal writing decreased 92 percent compared to January. ^[6]
• However, only 34 percent of that same group believe that companies deliver that empathy. ^[6]
• By November, aggregate data showed a 43 percent decrease in the monthly average use of confident tone than in January. ^[6]
• COVID 19 cases looming, Grammarly data correlated with further shifts in tone—capturing a 50 percent increase in direct tone, a 47 percent increase curious tone, and a 66 percent increase in empathetic tone. ^[6]
• Companies leveraging Grammarly Business in their customer communication channels are able to increase customer satisfaction by up to 17 percent and resolve issues more quickly, as much as 12 percent reduction in contact per ticket. ^[6]
• In our recent “Brand Loyalty 2020” survey, 58% percent of consumers said they are more loyal to brands than they were five years ago.1. ^[6]
• But they’re more selective too, with 63% indicating they belong to only one to three programs. ^[6]
• And they drive revenue; nearly half of an eCommerce store’s revenue is created by only 8% of their most loyal… ^[6]
• And they drive revenue; nearly half of an eCommerce store’s revenue is created by only 8% of their most loyal customers. ^[6]
• If products are unavailable, 41% consumers said they would turn to less familiar brands as options. ^[6]
• Nearly 70% of consumers agree their loyalty is more… ^[6]
• Nearly 70% of consumers agree their loyalty is more difficult for a retailer to maintain than ever before, while 88% agree retailers could do more to earn their long. ^[6]
• According to the Promotion Marketing Association, 75.4% of consumers said they were more likely to make a purchase if a rebate is offered. ^[6]
• According to a 2019 report from Deloitte Digital, 60 percent of loyal customers use emotional terms to describe their favorite brands—using words like happy, love, and adore. ^[6]
• According to the report, in 2020, there was a 30% increase in consumers who said digital capabilities are a primary requirement when searching for a small service provider. ^[6]
• Also, 66% of respondents said the pandemic has made them more likely to use small businesses in the future. ^[6]
• Additionally, 84% of small business customers said they would consider seeking an alternative provider if digital capabilities were lacking. ^[6]
• However, 63% of overall respondents said that the number of digital tools and technologies their company uses makes some tasks more complex. ^[6]
• 89% of small business customers agreed that it was important to be able to reach out digitally to a small business instead of scheduling an appointment or phone call. ^[6]
• 40% of consumers said digital capabilities were a primary requirement when searching for a smallsized service provider before COVID. ^[6]
• Now, 52% of consumers say digital capabilities are a primary requirement when searching for a small service provider — a 30% increase during the pandemic. ^[6]
• A new report found that 40% of employees anticipate getting a holiday gift from their employer—and digital friendly, contactless rewards will be favored. ^[6]
• The brand new research reveals 82% percent of employees would like to receive a gift card from their employer as a holiday gift. ^[6]
• Gift cards are preferred employee gifts because they allow employees to choose what they want (76%). ^[6]
• (46%) can be re gifted (29%) September 30, 2020. ^[6]
• 78% say current platform is delivering expected ROI. ^[6]
• 89% say current martech enables omni. ^[6]
• 70% of Health, Retail Consumer Goods, and HighTech respondents prefer a best bestof of breed approach to implementing martech September 30, 2020. ^[6]
• According to a new survey of 1,000 U.S. consumers’ holiday shopping preferences, published this… ^[6]
• Other key data points from the study include Consumers look to brand CEOs Three fourths (77%). ^[6]
• No “hard sells” for younger consumers Straight forward product descriptions won’t cut it for Gen Z, as 32% prefer an “empathetic and comforting” promotional tone. ^[6]
• Value driven brands have gained importance 16% of consumers are most likely to purchase from a brand they feel would align with their values. ^[6]
• Although 58 percent of respondents are concerned about… ^[6]
• To quantify holiday spending, respondents were asked how much they plan to spend 47 percent of respondents plan to spend $499 or less on holiday gifts whereas 24 percent plan to spend more than $1,000.2. ^[6]
• Despite the ongoing financial concerns created by the pandemic, 91 percent of respondents plan to shop for others this holiday season, with 31 percent of respondents shopping for 10 or more people. ^[6]
• When asked about the most important factor when deciding where to shop for holiday gifts, nearly one third of respondents chose value for the money , followed by selection of merchandise and convenience. ^[6]
• The four most popular types of gifts selected were clothes , gift cards , electronics and toys. ^[6]
• The least popular gifts were experiences , fitness and automotive .3. ^[6]
• When asked to compare the timing of their holiday shopping to last year, 42 percent of respondents said they’ll start shopping earlier. ^[6]
• With 61 percent of respondents planning to do most of their shopping before Thanksgiving, we found just 15 percent of respondents plan to stock up on Black Friday and only seven percent plan to take advantage of Cyber Monday. ^[6]
• When we compare the timing of the two groups of shoppers, 62 percent of online shoppers plan to start shopping earlier whereas 44 percent of in store shoppers indicate they’ll take advantage of Black Friday sales or do most of their shopping in December. ^[6]
• Highlights includeThe #1 cause of dissatisfaction with loyalty programs is the time it takes to earn a reward.35% of… ^[6]
• 35% of consumers would like to be able to unlock additional features or utilize tools to find the right product. ^[6]
• 59% of consumers indicate that the most important way a brand can interact with them is through surprise offers and gifts. ^[6]
• 35% want badges as a feature and 27% want leaderboards as a feature. ^[6]
• 22% want access to a community of like minded people and 19% want to compete against other members. ^[6]
• More people are stocking up now as compared to June … ^[6]
• the economic impact of COVID 19 continues to affect consumers’ budgets, the majority say they are now spending less than at the start of the pandemic, compared to only 26 percent who reported decreased spending in June. ^[6]
• When asked to compare spending to this time last year, 62 percent say they are spending less. ^[6]
• With more widespread reopenings, 89 percent of consumers say non essential retailers have reopened in their local area , while more than half have already visited these retailers. ^[6]
• Across five states experiencing particularly high spikes of the virus, an average of 92 percent of consumers say they or a member of their household is still visiting physical retailers to fulfill essential shopping needs. ^[6]
• On average, nearly three out of four consumers from these states are taking one to two shopping trips per week, which is either about the same or less often than one month ago. ^[6]
• While Californians match the national numbers more Floridians, Georgians and Texans report stocking up , while Arizonians actually report slightly lower rates . ^[6]
• 55 percent).Most Georgians and Floridians are visiting grocery stores to purchase essentials. ^[6]
• Meanwhile, Arizonians, Californians and Texans are more likely to head to big box stores like Target and Walmart. ^[6]
• Arizonians and Californians are most likely to visit restaurants and bars once they reopen in their local area , while Georgians are most likely to visit apparel and shoe stores. ^[6]
• Meanwhile, Floridians and Texans are nearly equally split between wanting to visit restaurants and bars or apparel and shoe stores. ^[6]
• Seventy three percent expect to continue eating more home cooked meals, and 62% expect to continue improving cooking skills… ^[6]
• Seventy three percent expect to continue eating more home cooked meals, and 62% expect to continue improving cooking skills and eating more fresh ingredients. ^[6]
• Only 22% predict that increased “pandemic snacking” will continue. ^[6]
• Loyalty may be stronger for toilet paper, while 57% had to purchase something outside of their typical brand during COVID 19, 49% will return to their original brand. ^[6]
• Many expect the future to include a mix of both newly tried and usual brands after COVID 19 (72% food, 55% cleaning). ^[6]
• 12% will only use contactless payment going. ^[6]
• forward23% say they will rely more on same day ordering with curbside pickup37% believe they will purchase more items online or through an app12% of consumers who subscribe to… ^[6]
• Over 90% of respondents indicate that they are reassessing historical practices to eliminate under performing activities or campaigns. ^[6]
• 46% of brand members responded that they have realized strategic/ programmatic opportunities in their customer loyalty/CX offering they would like to address.65% of brands had plans to make program changes or updates. ^[6]
• 90% agree that it’s “a good reward for their hard work. ^[6]
• ”78% agree that it keeps them motivated to work harder.77% agree that it makes the feel their company cares about them.65% agree that digital… 90% agree that it’s “a good reward for their hard work. ^[6]
• There is also notable interest in digital incentives among mobile wallet users, regardless of how they are categorized generationally, based on their lifestyle preferences—evidenced by the fact that 59% of digital incentive users surveyed have a mobile wallet. ^[6]
• Gen Z employees surveyed are 150% more likely than Baby Boomer respondents to want a digital incentives from an employer; millennials are 140% more likely than Baby Boomers. ^[6]
• Gen Z and millennial respondents are each 120% more likely than Baby Boomers to want to receive a digital incentive from a business as a special offer or promotion. ^[6]
• Overall, 72% of respondents are highly satisfied with receiving digital incentives as a payment, incentive or rebate. ^[6]
• Loyal customers are 5x more likely to make a repeat purchase and 4x more likely to refer the brand to others. ^[6]
• Eighty percent of executives feel their brand understands the needs and desires of their consumers; only 15% of… ^[6]
• Eighty percent of executives feel their brand understands the needs and desires of their consumers; only 15% of consumers agree. ^[6]
• Nearly three in four customers (73%). ^[6]
• program.86% of consumers would choose retailers with premium loyalty programs they belong to over other retailers. ^[6]
• This is even higher at 90% for millennials. ^[6]
• 1 Track & Diagnose 2 Optimize through Journey deep dives 3 Activate & Transform92% of people who gave a high score for ‘emotion’ said they were more likely to purchase more from that company. ^[6]
• In just two weeks, the average company in our study saw the percentage of calls scored as “difficult” more than double from a typical level of 10% to more than 20%. ^[6]
• For one company in our study, difficult interactions had only a 6% chance of resulting in a crosssell or up sell, compared with a more than 80% chance that an easy interaction would. ^[6]
• At the time the survey was conducted, 65% of shoppers using Amazon said they couldn’t get everything (32.75%) or anything (32.25%). ^[6]
• Additionally, nine industries improved their score averages, and the number of brands with good scores jumped 3 percentage points to 20%, the largest gain in five years. ^[6]
• The top 5% of brands that scored the highest across industries in their regions — the CX elite — include Lexus… ^[6]
• More than 65% of Millennials reported feeling stressed, and that figure jumped to almost 90% for Gen Z. ^[6]
• Unsurprisingly, more than 50% of Millennial and Gen Z respondents said that, on average, they have used digital services more frequently in the past few months. ^[6]
• Despite the burnout reported by many, more than 60% of employed respondents still expressed interest in working from home after COVID 19, and nearly 90% give their employers a passing grade on the amount of support they’ve offered. ^[6]
• Since the onset of COVID19, 14% of respondents lost their fulltime employment status, primarily being forced to transition to either part time employment or unemployment. ^[6]
• Across the board, the majority of executives (58%). ^[6]
• Some are planning to wait much longer once stayat home orders are lifted – 12% say employees will return within the year. ^[6]
• Digital innovation is a priority with more than 75% of respondents planning to prioritize digital innovation in key areas like augmented and virtual reality following the crisis. ^[6]
• 42% of executives also plan to increase spending on this initiative, and it saw the single largest improvement in priority among initiatives. ^[6]
• An additional 31% have only engaged in burnout reviews for their leadership and strategically critical roles. ^[6]
• Over time, loyal customers are estimated to be worth 10x more than their first purchase. ^[6]
• 83% Consumers who are more likely to continue doing business with certain brands as a result of loyalty. ^[6]
• The likelihood that existing customers are to try new products, compared to new customers76% Consumers who… 83% Consumers who are more likely to continue doing business with certain brands as a result of loyalty. ^[6]
• And research has shown that nearly 40% of a store’s revenue is generated from only 8% of its most loyal, repeat customers. ^[6]
• The increase of average profit per customer that results from just a 5% increase in customer loyalty. ^[6]
• is the ultimate measure of a quality customer experience, with 91% of customers more likely to shop with brands that provide relevant offers and recommendations. ^[6]
• As many as 52 percent of retailers offer a loyalty program today, with another 12 percent planning to implement one. ^[6]
• While the vast majority of Members say information such as their first and last names, and demographic details (96%). ^[6]
• Our Loyalty Report found that only 22% of loyalty Members are very satisfied with the level of personalization they get from brands with which they interact. ^[6]
• – Company Name Research found that existing customers are 50% more likely to try new products and spend 31% more, on average, compared to new customers. ^[6]
• program.70% of consumers are more likely to recommend a brand with a good loyalty program. ^[6]
• Bond Brand Loyalty • 77% of consumers say they are likely to stay with a… ^[6]
• When survey respondents were asked what their biggest concerns related to global consumer contact regulations were, 65% stated that financial penalties were top of mind. ^[6]
• However, when asked if they register with relevant Do… When survey respondents were asked what their biggest concerns related to global consumer contact regulations were, 65% stated that financial penalties were top of mind. ^[6]
• Out of the brands seeing no change or a decrease in online traffic, only 24% are shifting their focus to digital. ^[6]
• 69% of brands are planning to do just that. ^[6]
• When asked if their websites are prepared to handle the anticipated influx in traffic due to more people shopping online, amazingly, 94% of respondents said “yes.”. ^[6]
• While many seniors (39%) have them listed on a sheet of paper that’s locked in their home or office, most millennials (40%). ^[6]
• While almost half of millennials (49%). ^[6]
• While 42% of millennials say they are extremely likely or likely to share “your location and away from home status at the time you are away,” only 14% of seniors practice. ^[6]
• Almost 1 in 2 (46%) of seniors and just 1 in 3 (33%). ^[6]
• But perhaps we shouldn’t be so surprised knowing that familiar fraud is on the rise Javelin saw this rate jump to 15% in their 2018 Identity Fraud Study. ^[6]
• While 35% of seniors feel they have a solid foundation of identity theft prevention knowledge and/or regularly seek out such knowledge, only 28% of millennials feel this way. ^[6]
• while 21% of seniors regularly seek out the latest and most relevant identity theft prevention information, just 13% of millennials are doing so. ^[6]
• 63% of seniors and 40% of millennials).58% of seniors and 62% of millennials believe they’re doing all they can to protect themselves, but just 21% of seniors and 13% of millennials have identity theft protection. ^[6]
• A previous GGA study revealed that 58% of U.S. consumers plan to buy an identity protection program – so why the disparity?. ^[6]
• Amongst seniors, 84% believe that financial institutions are doing all they can to protect their data, and 82% believe that insurance companies are doing all they can. ^[6]
• Amongst millennials, 80% believe that financial institutions are doing all they can to protect their data, and 88% believe that insurance companies are doing all they can. ^[6]
• A little over 50% of our respondents said that they or someone in their household was working or studying from home. ^[6]
• As network of clients sees an 20% yearoveryear increase in online orders since the beginning of 2020, Bazaarvoice highlights how usergenerated content, social commerce, and brand advocacy are critical to e. ^[6]
• As network of clients sees an 20% yearoveryear increase in online orders since the beginning of 2020, Bazaarvoice highlights how usergenerated content, social commerce, and brand advocacy are critical to e. ^[6]
• When shopping online, the largest portion of shoppers (56%) said reviews were the e commerce feature they relied on most to make informed purchase decisions faster, far ahead of the product description and professional photos (16%). ^[6]
• UGC doesn’t just address these preferences, it also impacts revenue globally, when shoppers engage with reviews on bestin class websites, there is a 138% lift in conversion and a 159% increase in revenue per visitor, both up from the previous year. ^[6]
• 89% of consumers expect to hear from a brand within 24 hours when they ask a question through social media, and almost half expect brands to improve their products based on negative reviews. ^[6]
• Overall, 75% of shoppers said they sometimes or always trust consumer reviews, 39% said they trust a brand employees’ product recommendation, and 40% said they’ve purchased a product from an influencer because they trusted their endorsement. ^[6]
• Forrester’s Consumer Technographics reveals that only 24% of US online adults agree that it’s cool to be associated with a company/brand on… ^[6]
• Forrester’s Consumer Technographics reveals that only 24% of US online adults agree that it’s cool to be associated with a company/brand on social media. ^[6]
• And 68% don’t agree that brands/companies share interesting content on social media. ^[6]
• Tellingly, in 2020, only 24% of US online adults agree that it’s cool to be associated with a company or brand on social media. ^[6]
• 70% of female respondents ages 18 29 think about supporting a local business when they choose a retailer. ^[6]
• ● Only 9% of female consumers have stopped shopping in person, a relatively small portion of the general population despite the widespread reports of a decline in in. ^[6]
• However, the survey results signal a shift in in store shopping behavior, with 10% of respondents planning to exclusively shop in person in the new year. ^[6]
• When these consumers are out shopping, they enjoy shopping at apparel stores (43%), grabbing a cup of coffee (46%), dining at a restaurant (49%), and shopping for groceries (69%) or home goods (29%). ^[6]
• Gift cards are preferred employee gifts because theyallow employees to choose what they want (76%). ^[6]
• (46%) can be re gifted (29%) January 01, 2020 – Toluna. ^[6]
• The majority (89%). ^[6]
• With most of those celebrations being just with family or virtual – but trick or treating traditions hold strong.48% plan to host a house party with only members of family39% plan to host a virtual Halloween party41… ^[6]
• Of those surveyed, 90% will celebrate Thanksgiving this year, with the pandemic driving adjustments to those holiday plans to be smaller and more family only type gatherings relative to prior years. ^[6]
• Of those planning to travel, their trips this year will be primarily semi local 65% report they will stay within the state. ^[6]
• 66% of those will travel by car. ^[6]
• Many are opting out of Friendsgiving plans as well, with 44% reporting they will not host or attend a Friendsgiving celebration. ^[6]
• This is most strongly evidenced by only 14% of people planning to attend a large family function.”. ^[6]
• 78% believe stores will be very busy on Black Friday. ^[6]
• Yet, 47% of those surveyed plan to shop in store Americans believe there are good deals to be had on Black Friday, with 79% expecting there to be better and bigger sales this Black Friday. ^[6]
• In order to get the best deals, people are split on strategy 38% plan to visit a store or shopping center 36% plan to purchase an item online and get it delivered For holiday gifts in particular, 40% plan do a mix of online and in store shopping. ^[6]
• Meanwhile, enthusiasm for Cyber Monday remains lower than Black Friday – with only 61% of Americans reporting they will participate, despite 79% expecting there to be better and bigger deals this Cyber Monday. ^[6]
• 40% believe there will be many more deals and discounts 39% believe items will be going of stock faster due to surge in online shopping. ^[6]
• 36% believe popular items will be going out of stock quickly due to smaller inventories. ^[6]
• The fear of low stock has caused many Americans to start their shopping early – 56% report fears about being able to get the gifts they want. ^[6]
• As a result, 59% have already begun their shopping or plan to this month. ^[6]
• 56% of Americans are willing to pay more for gifts this year if they are in short supply. ^[6]
• Fewer yet plan to celebrate New Year’s, as 29% plan to have a small, quiet gathering of immediate family at home 25% plan to have small celebration on with those they live with Only 12% plan to attend a house party. ^[6]
• This year’s top resolutions are 31% be happier and more content with life 30% be a better person 29%. ^[6]
• In fact, nearly half (48%). ^[6]
• In fact, nearly half (48%). ^[6]
• For those millennials who begin holiday shopping before October, 73% have join. ^[6]