Disengagement

A recent online survey of loyalty programme members explored the reasons for disengagement with loyalty programmes (respondents who are currently registered for a programme but no longer actively using the programme). The main drivers of disengagement were found to be that accumulating points / rewards was not worth the effort (48%) and that respondents stopped shopping / using the services of the programme owner (47%). Other key drivers of disengagement include limited reward appeal and complicated reward redemption processes. (Eighty20 and Tritech Media Loyalty Programme Member Engagement Survey 2017, http://bit.ly/2IMZWCR)

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