How Does Your Brand Rank? 2017 Customer Loyalty Statistics


A variety of research shows that today’s customers place a priority on receiving exceptional service.

A 2011 report published by American Express revealed that 3 out of 5 customers were willing to give up a former favorite brand in order to have a better service experience. Even more telling are the results of the 2010 RightNow Customer Experience Impact report, which revealed that 9 in 10 Americans are willing to spend more with companies they believe provide excellent customer service. Eighty percent of respondents shared the belief that smaller companies place a greater emphasis on service than larger companies, meaning ...

small business success is highly dependent on the satisfied customer.

The way that small business owners can beat out other nightlife venues isn’t to compete with them on the things they are good at (e.g., low prices, compelling entertainment, etc.); it’s far more important to out-support your competition by providing a level of service that they just can’t match. Exceptional service is the bedrock for creating customer loyalty, and it can come back to haunt you if your business isn’t making it a priority. Below we have gathered the 2017 Customer Loyalty Statistics from various sources.

2017 Customer Loyalty Statistics

- 82% of U.S. adults are loyal to brands and 84% are loyal to retailers (ICSC)

- 92% of loyal customers rank price and value as the top driver for loyalty to specific retailers, followed by product/quality at 79% and variety/selection at 71% (ICSC)

- 54% of U.S. consumers have switched providers in the past year (Accenture)

- 13% of customers