24+ Mind-Blowing Customer Loyalty Statistics

Customer loyalty is one of the leading sources of sales and can turn any brand into a household name, which is the main reason why companies actively try to improve their products until they pile up people as repeat customers. 


The latest customer loyalty statistics show that establishing a solid following of repeat customers has become more crucial than ever.

Most high-end brands and products do not need expensive advertisements to attract new customers because customer referrals and word-of-mouth advertising are enough for them, but unfortunately, it is not the case for new businesses. 

Let’s look into the 24 most mind-blowing customer loyalty statistics that will help you get insights into what is happening in the market and what factors keep customers coming back.

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Also Read: 23+ Surprising Home Invasion Statistics 

Key Customer Loyalty Statistics 

  • 65% of a company’s business comes from existing brand customers.
  • 84% of the adults in the United States are loyal to specific brands.
  • Customers who are highly engaged in a brand are 90% more likely to buy. 
  • 34% of consumers trust the brands they have used in the past. 
  • 43% of the consumers are more likely to spend more money on brands they are loyal to.
  • 77% of the consumers remain loyal to at least one brand for 10 years or more.
  • 90% of the consumers choose brands that share their values and views on life.
  • 89% of the customers said to remain loyal to a brand if it shares similar values as theirs. 
  • 93%of the customers come again if their previous experience was good with the brand. 
  • 75% of consumers are highly likely to favor a brand if it offers a loyalty program to reward members. 
  • 73% of companies depend more on their current customers than on developing a new customer base. 
  • 39% of the customers are considered loyal customers than developing new markets. 
  • The average customer retention for half of the industries is below 50%. 
  • By 2023, the online shopping industry is anticipating achieving 27% of overall retail sales. 

1. 84% of the adults in the United States are loyal to specific brands

According to the latest customer loyalty statistics that 84% of the adults in the U.S are loyal to specific brands.

An estimated 54.7% of the customers have 1-5 brands they are faithful to, 31.1% have 6 to 10 brands they trust, 8% are loyal to 10-20 brands, 3.6% are loyal to over 20 brands, while 2.7% are not loyal to any brand.

2. 61% of customers will go shopping from the brand they are loyal to

Brands that create a strong sense of loyalty within their customers have a higher number of sales and an overall great brand reputation.

According to the latest loyalty statistics, 60% of consumers are more likely to buy from the company they feel loyal to. If we talk about millennials, this figure increases up to 70%.

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3. It takes at least five purchases for a customer to be considered loyal 

Survey results from Yotpo revealed that it takes more than one repeat purchase for a customer to be considered brand loyal.

For up to 37% of the customers, it takes more than five purchases for a customer to enter the loyal customer category.

33% of the respondents felt that true brand loyalty starts with at least three purchases, followed by four purchases (17.65%) and two

purchases (12.35%). 

4. 56% of customers will abandon a brand they don’t share beliefs with

The latest customer loyalty facts also confirm that customers give importance to how their beliefs align with a brand, as 56% of the consumers will abandon a brand that doesn’t share the same beliefs.

Meanwhile, 44% will continue shopping regardless of the brand’s beliefs if it offers better deals, quality products, good customer service, and convenience.

5. 72% of U.S adults belong to at least one loyalty program 

72% of the adults in the United States are a part of at least one brand loyalty program. However, on average, loyalty program members belong to nine different loyalty programs across multiple industries, and around 2/3 of these loyalty programs are offered by high-profile businesses like drugstores and groceries.

6. 92% of the customers consider price and value as the top reasons to stay loyal to a brand 

According to statistics from Business Wire, the price and value of a product are the top reasons that make 92% of the customers stay loyal to a brand.

The quality of the product comes second for 79% of the customers, while the variety and selection are third with 71%.

Consumers won’t risk trying something new if they are already satisfied with the price, quality, features, and durability. 

7. 93% of customers shop again if their previous experience was pleasant 

The competition between brands is fierce these days, and customers are facing a lot of dilemmas while choosing from tons of options out there.

Excellent customer service is the best way to make your brand stand out, impress your customers and give them a reason to come back.

According to customer loyalty stats, 93% of the customers will return for another purchase if their previous experience with your brand was pleasant.

8. 77% of the customers stick to a brand that resends damaged or lost items

If you like to bump your sales and customer retention, you should start offering high-quality and better service than your competitors.

Some recent customer loyalty statistics show that 77% of customers said that they like to stay loyal to the brand that resends lost or damaged items.

9. 61% of the customers believe that surprise gifts are one of the best ways a brand can interact with them

61% of customers feel that surprise gifts, rewards, and offers are the most important ways a brand can interact with them and earn their loyalty.

Other answers from the study include the convenient shopping process (50%), answering a question, solving a problem (45%), and recommending products based on needs (27%).

10. 42% of customers would love to try new brands

According to Customer loyalty stats, only 42% of the consumers are open to trying new brands and products, while 49% love to try new brands sometimes. Meanwhile, only 8% never give a try to new brands and stick to their favored ones. 

11. 80% of the profit comes from 20% of customers 

The 80/20 principle of Vilfredo Pareto works amazingly well in the field of marketing, even after a hundred years of discovery.

The principle says that businesses earn 80% of the profit from 20% of the customers, which means that the study of the top 20% of customers is enough to plan out how you can attract more people in the future.

12. Companies have a 60-70% chance of selling to an existing customer  

Given that selling to new customers offers rates as low as 5%, the value of loyal customers is undeniable.

According to recent loyalty statistics, companies have a 60-70% chance of selling to an existing customer.

Meanwhile, the probability of selling to a new prospect is only between 5% to 10%. Loyal customers not only boost sales but also help you achieve better ROI and increase the customer lifetime value.

13. 65% of the company’s revenue generates from existing customers

Attracting new customers is not a walk in the park and takes a lot of time, effort, and investment, then why not prioritize retaining their existing customer base rather than attracting new customers? 65% of the company’s business comes from existing customers who already know the brand. In addition, 80% of the future profits can also come from 20% of the existing customers.

14. A brand has a 306% higher lifetime value whose customers have a sentimental attachment to it

One of the main contributing factors to a brand’s success overall is the customer’s emotional attachment to the brand.

The customers who attach a sentimental value to a brand spend up to $699 annually on the brand.

The customer loyalty statistics further indicate that customers who are more emotionally invested are more likely to suggest the brand to their friends and family (71%).

15. 54% of the customers drop a brand that doesn’t do anything to engage them 

Customer engagement entails how you connect emotionally with your customers and keep them highly involved and engaged with your brand.

When it comes to business, people’s buying decisions are affected by emotions, and the goal is to keep them engaged while improving brand loyalty and sales.

It could be anything from responsive social media posts, helpful blogs, funny memes, and personalized discounts or gifts.

16. 77% of customers stay loyal to specific brands for more than ten years 

Loyalty to a brand is a matter of life and death for millennial consumers. 60% of the millennials said they already have long-term relationships with brands.

Due to the quality of products and services, people started to love some brands. 77% of the customers admit staying loyal to a specific brand for more than ten years.    

17. No one would care if 77% of brands could be disappeared

Staggering statistics from the recent study conducted by Havas Media showed that even if 77% of the customers of 1,800 brands disappear, consumers would not care at all.

These figures show a 3% increase from the customer loyalty study stats from the last two years.

The study also revealed that 58% of the content used by brands is not relatable, which is why most of the brands are replaceable.

Read: 25+ Hidden Essential Advertising Statistics

18. 50% of the customers in the U.S believe brands don’t meet their expectations 

Another customer study conducted by Acquia has found a lot of incongruity between how customers and markets judge the quality of the customer experience.

Nearly half of the customers surveyed said they don’t remember the last time a brand met their expectations.

Meanwhile, an astounding 87% of marketers believe in an engaging customer experience.

19. 74% of Millennials switch a brand due to poor customer service 

According to the latest customer loyalty studies, 74% of millennials list poor customer service as the top reason for switching to another brand.

Though this number seems higher, it is notably lower compared to baby boomers and gen X consumers, where 86% and 85% would leave even after a single unpleasant encounter with customer service.

20. 77% of consumers favor brands that ask for reviews 

In another research, we found that 68% of customers appreciate feedback and are more likely to develop a liking towards the brands that ask for feedback or review.

Encourage your customer to leave their feedback or an online review through social media channels or emails. 

21. 75% of customers change the brand for a better loyalty program

If companies want to retain their existing customers, they must work on developing better customer loyalty programs.

Statistics on loyalty programs in a KPMG study show that brands with quality loyalty programs that are easy to join and offer attractive rewards have better customer retention than those who don’t. 75% of the customers are open to switching brands if a competitor offers a better loyalty program. 

22. Up to 75% of customers tried new brands during the pandemic 

As per stats from Employee Benefits, people have been more willing to become flexible and try other brands during the pandemic.

Up to 75% of the customers have tried new brands throughout the pandemic due to competitive prices, convenience, and closure of the brands they once used.

23. The average customer retention rate for the industries is below 50%

Customer retention stats from the Survey Sparrow show has revealed that multiple industries are struggling to retain customers and dealing with huge losses. The average customer retention rate for over half of all industries has dropped below 50%.

24. The loyalty management market anticipated reaching $17.65 Billion by 2028

Registering a CAGR (compound annual growth rate) of 12.3%, the loyalty management market is reflecting the growing appreciation; business leads are showing for it.

By 2028, the loyalty management industry size is set to reach $17.65 billion globally. 

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