These brand loyalty insights show that in 22 of the 46 countries we track, the proportion of consumers who say they’d rather shop online than in-store is greater – even in mature markets, like the U.S., UK, Germany, and Italy.
With the majority of physical retail stores closed during national and local lockdowns, online shopping became the norm.
Without further ado, let’s go through brand loyalty insights;
How to Restore Brand Loyalty During a Pandemic:
Based on the brand loyalty insights, with 8 in 10 consumers in the U.S. and UK have changed their shopping behavior in one way or another in the last 3 months, it’s clear the effect of the pandemic will be profound and lasting.
The chart below shows that consumers are exploring new options, especially in the U.S.
- 16% of all internet users in the UK are trying new brands.
- On the other side, 21% of discount hunters in the UK started to try new brands.
- Along with 27% of independent businesses, supporters started to try new brands.
- Along with 16% in the UK of all internet users who started to try different retailers/stores.
- Besides 19% of all internet users in the U.S. have started to try different retailers/stores.
- On the other side, there are 26% of all internet users in the U.S. have started to try new brands.
The Top Reasons for Losing Loyalty:
Although the most popular reason why consumers have switched loyalties is indeed driven by savings, if we look beyond price, we see there’s more to the story. The chart below shows the reasons for losing loyalty:
- As shown the top reason is finding a cheaper alternative with a percentage of 23%.
- Moreover, comes in second place is people don’t need their products anymore with a percentage of 19%.
- Comes in third place, with a percentage of 17%, people lose their loyalty to the brand because their products were out of stock.
- On the other side, 7% of consumers lose their brand loyalty because they stopped accepting returns.
- Based on brand loyalty insights, a percentage of 7% lose their loyalty because the brand is out of business.
For more insights check the full brand loyalty insights here.