Retail Report, December 2019

Loyalty members have higher overall value to the retailer than other customers. According to our study, loyalty members are 12% more satisfied, 10% more loyal, and 13% more willing to recommend the retailer than are those who are not members. And for those who have high satisfaction (9-10 on a 10-point scale) with the retailer, 37% make 10+ orders a year, and 42% spend more than $500 annually, compared to 22% and 25%, respectively, for other customers.