Loyalty Evolution: Key Findings From Deloitte’s Latest Loyalty Survey

Understanding consumer behaviors and preferences is crucial for driving a valuable loyalty program. When offering financial rewards, consumers look for personalized, flexible and digital-centric loyalty programs. Adapting your store’s loyalty program to shift with customer preferences is essential for keeping programs valuable for both the consumer and your company and these insights from Deloitte’s 2024 Consumer Loyalty Survey can guide your strategy.

Younger Consumers Place a Greater Value on Digital Experience

Percentage of respondents in each generation who say a digital experience is important

• Gen Z: 76%

• Millennials: 81%

• Gen X: 70%

• Baby Boomers: 48%

• Post-War: 32%

86% of respondents rate financial rewards and simplicity as important or very important. 

75% of Gen Z and millennial consumers say a high-quality digital experience is essential for loyalty programs.

40% are not satisfied with the customized and targeted experiences currently offered.