Customer Satisfaction and Loyalty Programs - US - January 2010
Customer satisfaction and loyalty programs have become more important to retailers and service providers as they struggle to hold on to customers in a prolonged economic downturn. Indeed, membership in loyalty and reward programs, most of which promise savings in the form of special discounts or free merchandise, has increased significantly between 2007 and 2009. Yet the proliferation of programs and memberships has made it more difficult for individual loyalty programs to have the desired effect. And in the meantime consumer ratings of customer service suggest that retailers have considerable room for improvement.
This report examines customer satisfaction and loyalty programs from various angles in order to provide companies with insight and ideas for setting themselves apart in an increasingly competitive marketplace. The report includes:
- Profiles of leading customer satisfaction and loyalty programs across a variety of channels, identifying common themes and success factors
- A discussion of economic factors driving increased interest in loyalty and reward program
- Trends in the different ways customers contact customer service
- The importance of customer service across different product and service categories and retail channels
- Bill payment preferences
- Customer service pet peeves
- Concerns over privacy and information sharing
What you get
This market report provides in-depth analysis and insight supported by a range of data. At the same time, introductory and top-level content is provided to give you an overview of the issues covered.
Mintel provides a range of market information, frequently through the category level, including market size and forecasting, complete with market drivers that illustrate the forces that shape a category or market.
Mintel's proprietary consumer research provides our analysts with the attitudinal and behavioral data used to provide valuable insight to topical issues.
Mintel provides overviews of the top brands and manufacturers, and uses consumer research to explore attitudes and reactions to brands, as well as insight into what will resonate with consumers.
Market reports provide appendices of data to support the research and insight produced. Our tables of data are easily manipulated and downloadable to support your research needs and covers factors from consumer attitudes to market forecasts.
* This is a sample representation of the report layout and does not reflect the research included in this report.
Why buy from us?
Our reports will provide you with market data, consumer research and competitive intelligence to succeed in your market.
Buy now and you'll have instant access to the information you need to make the right decisions.
Find out what's next in the markets that matter to you: where opportunities lie and what challenges you will face.
A business Superbrand, Mintel is a source you can trust. We have been defining and refining the Market Intelligence mix since 1972.