How Loyal are Indian Consumers - India Consumer Loyalty Study 2015 by eMart Solutions

eMart Solutions is a leading loyalty and consumer engagement company. They have a globally patented technology platform called FirstHiveTM, which captures customer data in real time across platforms (online and offline) and enables brands to hyper personalise their engagement with their consumers. They work with several Fortune 500 companies.

Below is a quick snapshot on the report:

The findings from this report revealed that though customers have access to plenty of options, they also tend to be loyal to a brand if the brand goes above and beyond to provide a fantastic customer experience. The insights and recommendations highlighted in the report are intended to draw attention of the businesses on what is important to the customers, by analysing their engagement behaviour and perception about the loyalty programs.

Number of states covered: 21 (500+ cities and town covered)

Number of respondents: 6500+

On an average (SEC A - Delhi, Mumbai, Kolkata, Chennai, Bangalore and SEC B) are part of 4.3 loyalty programs across multiple category

Consumers love privileges:

1. 41% customers revisit the brand only because of their love for loyalty program

2. 54% customers will switch brands if given more benefits by another brand

3. 62% customers said monetary benefits (cash back, discounts, rewards) are the most important aspect of a loyalty program

4. 32% respondents do not receive any communication in spite being part of a loyalty program

5. 52% customers actively participate in loyalty program

Customers love to hear from the brand:

1. 59% wanted the brand to communicate via SMS

2. 35% wanted email communication