Loyalty and Frequent Flyer Programs Survey Results

Dear qiibeeans, after our last survey with mindnow AG was such a success, we decided to cooperate once more to get a better understanding of customers and their loyalty program usage. Especially their needs and wishes were of great importance for us.

Before checking out the results, a big THANK YOU to all the 1425 people who took their time to give us valuable insights on their usage of loyalty programs and frequent flyer programs.

From the 1425 people participating, the amount of female and male persons was equal while the wide majority was older than 35 years which aligns with the data from the ‘2019 Customer Engagement & Loyalty Statistics’ saying that 66% of loyalty program members are older than 34 years. This underpins the importance of this survey, since most of the participants are in the core customer group of loyalty programs.

10% of participants were younger than 34 years old whilst 4.1% were older than 75 years old.

Top 3 Findings

Let’s start with the top 3 findings that impressed us the most:

• 61,3% use loyalty programs frequently. (Especially with their daily credit card spendings.)
• Frequent Flyer Miles are a popular good: 48,5% would like to exchange collected points for miles.
• 62,6% would buy their goods somewhere where they can exchange their points in miles.

OVERALL FINDINGS

Now let’s see which questions we’ve asked the participants and what findings and results have been collected.

61.4% of survey participants use their loyalty programs on a frequent basis, whilst 26.4% use them sometimes, 10.9% use them always and only as little as 3% use them never.

The loyalty programs they use the most are first and foremost their credit card, second of all their frequent flyer programs, followed by the loyalty programs from various shopping destinations.

Then we asked them if they would like to exchange their earned points (from various loyalty programs) for airline miles to enable them to book their flights for an upcoming holiday and more than half of the participants would be in for it.

After that we’ve set one above and asked them if they would go an “extra mile” to earn miles on spendings in supermarkets or other stores if they would need to buy the product at a store they usually don’t buy the product. 62.7% would shop at selected locations to exchange points earned with their purchases in miles. Interestingly, the 18,3% would even do so if it creates more effort.

When it comes to registering at an additional frequent flyer program to be able to exchange points into miles, 25.4% would do so whilst 33% are not sure about that and said that they would maybe do that and 41.5% wouldn’t do so.

Before coming to an end, it is important to say that 35.6% of participants are frequent flyer members whilst 64.4% are not.

FUN FACT(S)

Last but not least we have some fun facts gathered for you. Of all participants, 0.6% are HON / Platinum Status members, 3% belong to Senators / Silver Status and 12% are Frequent Flyers / Bronze Status.

Conclusion

Once more we’ve seen how crucial loyalty programs are and how much they can benefit brands. Loyalty programs are of great importance when it comes to spending decisions for customers. At the same time, it’s the go-to-tool for brands when it comes to engaging loyal customers.

The results show that customers want to exchange their points into miles, even if they have to go to “extra mile” and change brand(s). This opens up new possibilities for loyalty programs with a limited range of redemption options, to engage customers with a loyalty currency that everyone loves; miles.

On the other side this is an opportunity for frequent flyer programs to acquire new members and distribute their miles by scaling their partner networks.

At long last we want to thank our partner mindnow AG for the great collaboration on this survey. It was an awesome chance for both companies to improve our products for future partnerships.

To learn more about qiibee, subscribe here to our monthly newsletter and make sure to stay up to date with all the newest developments and partnerships on our channels: Twitter, Facebook, Linkedin, Instagram and of course: Telegram.

— — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — —

About qiibee: Through qiibee’s plug-and-play solution, enterprises worldwide are running and operating their loyalty programs on the blockchain in just a few hours. Want to learn more? Check out qiibee.com