There’s often debate about how best to structure and deliver a redemption proposition to financial services customers. In our second annual ‘The Value of Redemption’ global customer survey, we wanted to understand how rewarded customers felt for their loyalty and offer guidance and insight into how these programmes can be improved and delivered against a backdrop of regulatory change and disruptive market entrants.
- Only 1 in 2 customers feel rewarded for their loyalty
- 77% of customers look for programmes with more choice of rewards
- Almost 1 in 2 customers want a simpler user experience
