Report Snapshot

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

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

KEY STAT: As the cost-of-living crisis continues, UK consumers are looking for savings. When they sign up to loyalty programs, 70% want discounts, compared to just 11% who want to feel part of the brand’s community.