Marketers
Chart 1: How long has your company been operating a loyalty or rewards
program/club?
Chart 2: Who does it target?
Chart 3: How many participants do you have?
Chart 4: What percentage of your overall customer base does this represent?
Chart 5: What market sector are you in?
Chart 6: What are the key membership benefi ts and incentives?
Chart 7: What member profile data do you capture and retain?
Chart 8: What are the costs or requirements for loyalty club membership?
Chart 9: Who has primary responsibility for managing or running your loyalty
and rewards program?
Chart 10: How much has been invested to date in forming and establishing this
program?
Chart 11: What is your company’s commitment to further funding and developing
this customer retention vehicle?
Chart 12: What have been some of the challenges to operating your loyalty and
rewards programs?
Chart 13: What resources do you use internally or externally to support your
loyalty and rewards program?
Chart 14: How are you promoting your customer loyalty and rewards program?
Chart 15: How do you rate the relevance, quality and depth of loyalty participant
data?
Chart 16: In what way are you leveraging loyalty club membership insights and
analytics?
Chart 17: What customer complaints or concerns have you received in the
operation and management of loyalty or rewards programs?
Chart 18: How frequently do you interact with loyalty club members?
Chart 19: What channels of member communication and engagement do you
employ?
Chart 20: In what ways have customer loyalty investments impacted marketing
effectiveness and customer lifecycle value?
Chart 21: To what degree have you leveraged or optimized customer loyalty
levels and brand preference among members?
Chart 22: How are you maximizing the value and return of your loyalty club
franchise and asset base?
Chart 23: What are your key measures and metrics of loyalty program
performance?
Chart 24: How do you plan to grow and develop your loyalty and affi nity
programs going forward?
Chart 25: Are loyalty program participants your best and most profi table customers?
Chart 26: What percent of your marketing spend is allocated to customer loyalty
and rewards programs?
Chart 27: What percent of your overall revenue is derived from loyalty
club members?
Chart 28: To what degree does your loyalty program impact new customer
acquisition?
Chart 29: How do you view customer loyalty program investments in the context
of your marketing mix?
Chart 30: Where are you located?
Chart 31: What is you company's annual revenue?
Chart 32: What sector best describes your industry?
Consumer
Chart 33: What type of loyalty or rewards programs do you currently participate
in?
Chart 34: What do you believe are the key benefi ts of loyalty and rewards
programs membership?
Chart 35: How did you learn about the customer loyalty and rewards programs to
which you belong?
Chart 36: Has the current economic climate raised your interest in customer
loyalty and rewards programs?
Chart 37: How do you rate your experience with most loyalty and rewards
programs?
Chart 38: What are the top issues or concerns you have had with loyalty and
rewards program memberships?
Chart 39: What would most encourage you to join or participate more actively in a
loyalty and rewards program?
Chart 40: How much does your loyalty club membership infl uence your purchasing
decisions and your attachment to a brand or service provider?
Chart 41: Have you ever given up your loyalty or rewards club membership
because of poor product or service experiences with a brand?
Chart 42: Do you consider yourself a strong advocate or champion for those brands
where you are enrolled in loyalty and rewards programs?
Chart 43: How do you prefer to get information or updates on the status of
loyalty and rewards program activity?
Chart 44: What is your gender?
Chart 45: Please select your age range
Chart 46: What is your household income?
Chart 47: Are you a:
Chart 48: The Loyalty Leaders Ranking: The Consumer View
Chart 49: The Lifetime Value Leaders: The Marketer View
QUALITATIVE INTERVIEWS