America‘s Best Loyalty Programs 2024
Methodology

December 14th, 2023

Methodology – America‘s Best Loyalty Programs
SummaryThe 2024 ranking of America’s Best Loyalty Programs was compiled based on the results of an independent
survey of more than 4,000 U.S. customers who are members of loyalty programs of retailers or service
providers in the United States. Customers were given the opportunity to evaluate various loyalty programs:
in total around 17,900 evaluations were collected. The survey period ran from October to November 2023.
We defined loyalty programs as all reward programs that provided the customer with a benefit whenpurchasing or using the products or services of the associated brands.
The survey was conducted on retailers and service providers from 41 categories, providing results for a broad
spectrum of loyalty programs in traditional retail, online retail, and service segments.
The awarded loyalty programs each received an above average overall score.

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The analysis of the best loyalty programs is based on apanel survey of more than 4,000 respondents
Basis
The survey was conducted using online access panels, providing a representative sample of more than 4,000 American customers. Each survey
respondent gave evaluations of several brands: in total over 17,900 evaluations were collected.
Brand
Brand
Brand
Brand
Brand
Participant

Online access panel

…

Brand
Brand
Brand

~4,000 participants
part of a loyalty program or was Ispartof a loyalty program or hasgathered information about joining aloyalty program.

Brand

SurveyØ The loyalty programs awarded havereached an above average score in
their category.

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Assessment Criteria
Definition of the criteria
The final assessment and rankings were based on six evaluation criteria:
1. Ease & enjoyment: measures the value of the perks of being in the rewards program.
2. Benefit: measures whether the rewards are - in the customers perception - worth being part of the program.
3. Overall satisfaction: measures whether personal expectations were fulfilled, and whether the customer is satisfied withthe experience of the loyalty program overall.
4. Customer support: measures the level of assistance provided to customers when signing up for the program or having
trouble redeeming benefits.
5. Trust: measures the trust in the loyalty program around how they use the personal data provided through the program.
6. Recommendation: measures the likelihood of recommending the program to friends and family.

4Breakdown of score and results
6 criteria make up the score for the ranking

Score breakdown

EVALUATION CRITERIACRITERIA
AND
WEIGHTING

5EASE AND ENJOYMENT5%SUPPORT

10 %

TRUST

10 %

BENEFIT

20 %SATISFACTION

25 %RECOMMENDATION

30 %Score percategory

Overallscore

Categories (1/3)
Each loyalty program grouped by category
Clothing

General Reward Programs

1.

Apparel

10. General reward programs2.

Baby and children’s products

Groceries

3.

Department stores

11. Convenient stores

4.

Footwear

12. Delivery of groceries

5.

Outdoor and athletic apparel

13. Supermarkets

6.

Plus-size fashion

14. Superstores and warehouse club stores

7.

Premium apparel

Health & Beauty

8.

Women’s apparel

15. Perfume and cosmetics

Commercial banking
9.

6Commercial banking

16. Pharmacies and drugstores

Categories (2/3)
Each loyalty program grouped by category
Home Goods and Lifestyle

Restaurants and Catering

17. Book stores

25. Bagel and sandwich chains

18. Consumer electronics

26. Casual dining restaurant chains

19. Gaming, apps and software (incl. in-app purchases)

27. Coffeehouse chains

20. Home furnishing stores

28. Fast-casual restaurant chains

21. Home goods & décor

29. Fast-food restaurant chains

22. Home improvement stores

30. Ice cream and frozen yogurt stores

Leisure & Entertainment

31. Pizza chains

23. Cinemas
24. Amusement parks

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Categories (3/3)
Each loyalty program grouped by category
Sports, Leisure and Transportation
32. Pet stores
33. Sports and fitness nutrition
34. Sporting goods
35. Outdoor sporting goods
36. Auto parts retailer
Transportation and Travel

37. Airlines
38. Car rental
39. Hotel and holiday booking platforms
40. Gas Stations

41. Hotel and hospitality reward programs8