People prefer perks they can share – Australia’s top 10 loyalty programs revealed
Australia’s top 10 loyalty programs revealed
Most loyalty program members will spend more and shop more often if they can share their rewards with others, new research into loyalty programs reveals.
The study shows 65% of members want to share their benefits with family, friends or a charity – and if they could share, 70% would shop more often and 45% would spend more.
Commissioned by strategic marketing company Directivity, digital agency Citrus and conducted by First Point Research and Consulting, the wide-ranging research, called ‘Share the Love: 2014 consumer study into Australian loyalty programs’, provides in-depth insights including 44 findings into consumers’ relationships with loyalty programs.
The research also reveals 65% of members want to leave their rewards or points to someone else when they die.
CEO of Directivity Adam Posner says there is a strong opportunity for loyalty marketers to differentiate their programs given not many programs offer this feature. “Apart from the big programs which offer a community connection or the option to give points to someone else, generally it’s not a big feature of loyalty programs.”
In other key findings, the report also reveals more than a quarter (26%) of members have left a loyalty program in recent years, with speed or earning and redeeming points and unappealing offers the key reasons for defection.
CEO of Citrus Peter Noble says, “Make no mistake – if members have defected from a program they’ve defected from the brand.
“Loyalty programs are big business and a key touch point for a brand so marketers need to ask themselves: remove a quarter of your membership and what impact would that have on your brand?” he says.
The study also shows 57% of members prefer a traditional loyalty card over an app. “There’s a status factor at play here,” Noble says. “Pulling out a card especially if it’s status based program like a Black AmEx or Myer Gold card is not the same as using an app.”
Noble says marketers should let members choose their program interaction via a traditional card or app given 31% want both.
When it comes to sharing data, the research indicates almost three-quarters of members (73%) are happy to have their buying behaviour monitored in return for personalised offers.
But there is a limit, with more than half (52%) not keen to have their personal details shared with other organisations.
“You must have an extremely good reason for requesting some of the more personally identifiable data from members such as mobile number and income,” Noble says.
“This has implications for big coalition programs,” Posner says. “When people join they know their data will be shared with program partners – but 52% are saying they’re uncomfortable with it, even if they get more points or rewards,” he says.
Australia’s top 10 most recommended loyalty programs:
- Coles Flybuys
- Woolworths Everyday Rewards
- Qantas Frequent Flyer
- Myer One
- Commonwealth Bank
- American Express