hc-6 - Exchange Solutions

Loyalty Program Survey

Whether you’re formulating a new loyalty strategy or giving your current plan a critical dose of enhancement, we’ve got the right prescription for you. Take this 90 second survey and receive an instant, customized remedy to help optimize your loyalty strategy. Diagnose and treat engagement and retention hiccups with expert advice and tailored tips.

Answer the survey and you’ll be placed into 1 of the following categories:

Planning – you haven't launched yet or are in very early days
Foundation – you're not performing well
Emergent – you’re underway but performance could be better
Engagement – you have a solid foundation, but engagement needs some work
Expansion – you’ve ramped nicely and are ready for finesse
Excellence – you’re part of the best of the best

Get started with question 1 below:

Is your organization currently managing an active loyalty program? Yes
No

What is your average annual growth rate for new members? 0 - 5% Growth
5 - 10% Growth
11 - 15% Growth
More than 15% Growth

What is the percentage of your company's annual sales/orders that can be attributed to transactions from your loyalty program members? Less than 10% of total company sales is generated by members
10 - 25% of total company sales is generated by members
25 - 50% of total company sales is generated by members
More than 50% of total company sales is generated by members

What is the level of active participation in the loyalty program? Active participation is defined as at least one purchase in the last 12 months. Less than 20% of members are active
20 - 50% of members are active
50 - 75% of members are active
More than 75% of members are active

What is the average order value of loyalty program members compared to non-members? Loyalty program members spend less than 5% compared to non-loyalty members
Loyalty program members spend 5-20% more compared to non-loyalty members
Loyalty program members spend over 20% more compared to non-loyalty members

What is the percentage of members who have discontinued their participation in the loyalty program over the last year? More than 15%
5 - 15%
Less than 5%

Assess how effectively your organization's loyalty strategy aligns with overall business goals Not aligned
Poorly aligned
Adequately aligned
Completely aligned

To what extent are your organization’s loyalty technologies and tools integrated with key marketing technologies (e.g. CRM, CDP, Marketing Cloud) and interaction channels (e.g. POS, eCommerce, mobile app, social) to enhance member experiences across all touchpoints? Not integrated
Partially integrated
Mostly integrated
Fully integrated

How would you describe your organization's level of loyalty offer personalization? None. We use mostly mass offers.
Some. We use broadly segmented offers.
Advanced. True 1:1. Offers are tailored to each individual member.

Does your organization use artificial intelligence (AI) to analyze and enhance member behavior, focusing on identifying relevant loyalty offers, content, rewards and experiences? Not deployed
Partially deployed
Widely deployed

Evaluate the breadth of rewards and earning options available in your loyalty program (e.g. use of strategic earning & redemption partners, gamification tactics, rewarding behaviors beyond transactions, etc.) Limited options
Moderate selection of earning and redemption options
Extensive range of diverse and flexible methods

Assess the sophistication of the loyalty management tools in your organization that allow you to operate the loyalty program (e.g. manage members, set-up promotions, reporting, etc) No self-service tools: program is operated manually or outsourced as a service
Some self-serve tools: We have some complex tools available but they require technical expertise
Self-serve for marketers: Our tools are sophisticated, user-friendly and designed for marketers to operate independently

Once you answer all questions, a submit button will appear to take you to the next page.

Identify the main challenges or concerns you anticipate when starting a loyalty program: (Select all that apply) High implementation costs
Complexity of management
Lack of customer interest
Reporting difficulties
Inadequate staff training and resources
Technology integration challenges

Select the business outcomes you aim to achieve with a loyalty program: (Select all that apply) Increase customer retention
Boost sales
Optimize marketing spend
Reduce customer churn
Enhance customer engagement
Collect customer data
Improve brand loyalty

Evaluate your organization's ability to deliver an omnichannel experience (website, mobile app, in-person visits etc.): Yes, we provide a consistent customer experience across all channels
No, our online and offline channels are managed separately
I don't know

Assess whether your current technology stack supports integrated loyalty experiences across all channels: Yes, our technology supports seamless integration across all channels
No, our technology does not support seamless integration across channels
I don't know

Evaluate how your organization manages and utilizes customer data: Very Effectively - we leverage customer data extensively for insights and engagement
Moderately Effectively - we use customer data but face challenges in integration and actionability
Ineffectively - we collect data but fail to use it effectively in decision-making
I don't know

Once you answer all questions, a submit button will appear to take you to the next page.