Loyalty program benchmarking tool

A fast way to see what’s helping customers come back and what’s quietly getting in the way.

Assess the moments that matter most for customer loyalty retention between the first and second purchase, showing how your customer engagement strategy supports repeat behavior and what may be slowing momentum.

What to expect from the guide

Using this benchmarking tool, you’ll evaluate:

What makes earning or redeeming rewards harder than it should be

Whether loyalty feels personal or purely transactional

How recognition and customer incentives influence repeat purchase behavior

A clearer view of customer loyalty retention

This tool reviews how your customer engagement strategy actually feels to customers and whether it supports the behaviors your customer retention strategy depends on.

Your results highlight:

Where loyalty momentum tends to stall early
How redemption friction impacts perceived value
When customer incentives reinforce behavior and when they don’t

If you want to go deeper, our article, "Why customer loyalty retention breaks down after the first purchase," explores why customers don’t make a second purchase and how that early drop‑off quietly, but dramatically, reduces customer loyalty retention. It highlights the most common reasons value is missed after the first purchase and what teams can do to close the gap.

Why teams use this benchmarking tool

By quickly surfacing where loyalty experiences break down, our benchmarking tool helps teams align on priorities and make smarter decisions about engagement, incentives and retention.

Whether you’re refining an existing program or rethinking your approach to customer engagement, this is a practical starting point.

Schedule a quick review of your results

Your results are a great starting point. If it’s helpful, we can review them together and talk about where small changes could have the biggest impact on repeat purchase.