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What do Malaysians like and dislike about loyalty & reward programmes?

Learn about the rewards and services they value most when making purchases, and understand what they least favor out of a loyalty and rewards programme.

Vase.ai
Vase.ai

Nov 11, 2022

Overview

Discover data and insights on Malaysian likes and dislikes when it comes to Loyalty & Reward Programmes. Learn about the rewards and services they value most when making purchases, and understand what they least favor out of a loyalty/rewards programme.

Some points to take note of are:

  • 86% of respondents say they would prefer to shop in a store with a loyalty/rewards programme.
  • 83% of respondents say they would be willing to travel to a physical store just to collect/redeem loyalty points.
  • When shopping online, 85% of respondents say they would consistently select the same store to shop in just to collect/redeem loyalty points.
  • Respondents say they would be loyal to a brand if the brand provided a lot of free items/rewards (72%), the brand has the products that they want (58%), and the brand provides a valuable shopping experience (57%).
  • 76% feel they benefit from a loyalty/reward programme as they are able to get items at a discounted/promotional price, 70% feel that they are able to save a lot of money, and 66% like receiving gifts.
  • 76% of respondents say the greatest attraction/benefit of signing up for a loyalty/rewards programme is to be able to redeem points for tangible benefits (e.g. free hotel stays, discounts, benefits).
  • Respondents say the loyalty/rewards terms/conditions that they least favor are rewards which require high amount of spends (24%), rewards requiring long a duration to collect points (21%), and rewards which are only applicable for a certain duration and expires after (16%).
  • 55% of respondents say they would share both positive and negative experiences with a retailer about its loyalty/reward programme, while 37% say they would only share positive experiences.
  • More than half of the respondents (56%) say they would shop in a store which offered items at a higher price but also offered attractive rewards/loyalty that was relevant to them.
  • 66% say they would shop in a store which offered items at a higher price but also offered great customer service as well as after-sales service.
  • Respondents say a larger variety of rewards (67%), discounts for repeat services/purchases (65%), and personalised/customised loyalty/reward(s) are offerings that would make them return to the same retailer/shop over and over again.
  • Respondents say personal information that they are least comfortable sharing with a retailer/shop/service provider are their place of work (15%), their personal activities (11%), personal income (8%), household income (7%), and their family details (5%).

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