State of loyalty in KSA Survey

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* 2. Do you have a rewards programme/customer loyalty program?

Yes

Currently being worked on

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* 3. How long has it been functional?

0 (In the works)

1 to 5 years

6- 10+ years

10+ years

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* 4. How big is the customer base?

Less than 10,000 members

10-50,000 members

50-100,000 members

100,000+

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* 5. What is your level of responsibility when it comes to your company’s Martech and customer engagement strategy?

I am the final decision maker for my organization

I am part of a team making decisions

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* 6. What kind of loyalty marketing programme do you have in place?

Points Programme

Cash Back Loyalty Programme

Tiered Loyalty Programme

Coalition Loyalty Programme

Fee-based Loyalty Programme

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* 7. My loyalty stack currently consists of…

	Yes	No	In the planning phase
A customer data platform	A customer data platform Yes	A customer data platform No	A customer data platform In the planning phase
A cross-channel campaign management platform	A cross-channel campaign management platform Yes	A cross-channel campaign management platform No	A cross-channel campaign management platform In the planning phase
Zero and first-party data feeds	Zero and first-party data feeds Yes	Zero and first-party data feeds No	Zero and first-party data feeds In the planning phase
Analytics and data capture in real-time	Analytics and data capture in real-time Yes	Analytics and data capture in real-time No	Analytics and data capture in real-time In the planning phase
Automation tools	Automation tools Yes	Automation tools No	Automation tools In the planning phase

Other (please specify)

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* 8. My main challenge with my existing loyalty programme is…

Does not help me engage top-tier customers

Engagement rates are low

Too transactional benefits; not enough integration of brand experiences

Rewards both profitable and unprofitable customers alike

Other (please specify)

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* 9. Rate the following on priority for the year.

	High	Moderate	Low
Acquisition	Acquisition High	Acquisition Moderate	Acquisition Low
Retention	Retention High	Retention Moderate	Retention Low
Cross-sell	Cross-sell High	Cross-sell Moderate	Cross-sell Low
Promotional sales	Promotional sales High	Promotional sales Moderate	Promotional sales Low

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* 10. My loyalty programme’s main goal is to…

Focus on higher-value customers

Differentiate my product/ service from the competition

Encourage additional purchases

Collect data

Expand customer base

Other (please specify)

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* 11. The main reason customers don’t engage with our loyalty programme is…

Lack of customization

Low perception of value

Issues in onboarding

Customer support needs work

Other (please specify)

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* 12. Does your current loyalty solution meet these customer expectations - Rational?

Convenience

Personalization

Time-Saving Benefits

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* 13. Does your current loyalty solution meet these customer expectations - Emotional?

Recognition

Exclusivity

Compassion

Excitement

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* 14. Does your current loyalty solution meet these customer expectations - Financial?

Savings & Discounts

Added Perks

Member Pricing

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* 15. To what extent are the following priorities a focus for your organization? (One response per row)

	High Priority	Medium Priority	Low Priority
Updating digital marketing channels and partners	Updating digital marketing channels and partners High Priority	Updating digital marketing channels and partners Medium Priority	Updating digital marketing channels and partners Low Priority
Expanding customer base	Expanding customer base High Priority	Expanding customer base Medium Priority	Expanding customer base Low Priority
Improving the customer onboarding process	Improving the customer onboarding process High Priority	Improving the customer onboarding process Medium Priority	Improving the customer onboarding process Low Priority
Enhancing data collection and analysis	Enhancing data collection and analysis High Priority	Enhancing data collection and analysis Medium Priority	Enhancing data collection and analysis Low Priority
Enabling new product launches	Enabling new product launches High Priority	Enabling new product launches Medium Priority	Enabling new product launches Low Priority
Defining metrics on marketing success	Defining metrics on marketing success High Priority	Defining metrics on marketing success Medium Priority	Defining metrics on marketing success Low Priority
Using customer actions in real-time	Using customer actions in real-time High Priority	Using customer actions in real-time Medium Priority	Using customer actions in real-time Low Priority
Responding to market changes	Responding to market changes High Priority	Responding to market changes Medium Priority	Responding to market changes Low Priority

Other (please specify)

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* 16. To what extent are the following priorities a focus for your marketing team?

	High Priority	Medium Priority	Low Priority
Increasing number of leads	Increasing number of leads High Priority	Increasing number of leads Medium Priority	Increasing number of leads Low Priority
Improving end-to-end lead conversion rates	Improving end-to-end lead conversion rates High Priority	Improving end-to-end lead conversion rates Medium Priority	Improving end-to-end lead conversion rates Low Priority
Increasing profitability	Increasing profitability High Priority	Increasing profitability Medium Priority	Increasing profitability Low Priority
Increasing revenue growth	Increasing revenue growth High Priority	Increasing revenue growth Medium Priority	Increasing revenue growth Low Priority
Reducing customer acquisition costs	Reducing customer acquisition costs High Priority	Reducing customer acquisition costs Medium Priority	Reducing customer acquisition costs Low Priority
Improving Martech attribution and investment ROI	Improving Martech attribution and investment ROI High Priority	Improving Martech attribution and investment ROI Medium Priority	Improving Martech attribution and investment ROI Low Priority
Improving the ability to segment and target high-value audiences	Improving the ability to segment and target high-value audiences High Priority	Improving the ability to segment and target high-value audiences Medium Priority	Improving the ability to segment and target high-value audiences Low Priority
Improving marketing productivity and output	Improving marketing productivity and output High Priority	Improving marketing productivity and output Medium Priority	Improving marketing productivity and output Low Priority
Improving customer personalization	Improving customer personalization High Priority	Improving customer personalization Medium Priority	Improving customer personalization Low Priority
Improving customer loyalty and retention	Improving customer loyalty and retention High Priority	Improving customer loyalty and retention Medium Priority	Improving customer loyalty and retention Low Priority
Increasing customer share of wallet	Increasing customer share of wallet High Priority	Increasing customer share of wallet Medium Priority	Increasing customer share of wallet Low Priority
Enhancing CX scores	Enhancing CX scores High Priority	Enhancing CX scores Medium Priority	Enhancing CX scores Low Priority

Other (please specify)

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* 17. · Are you worried about privacy/ compliance concerns?

Can’t keep up with regulatory changes

My solution is rooted in privacy and is future proof

State of loyalty in KSA

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* 1. Contact Information

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* 2. Do you have a rewards programme/customer loyalty program?

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* 3. How long has it been functional?

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* 4. How big is the customer base?

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* 5. What is your level of responsibility when it comes to your company’s Martech and customer engagement strategy?

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* 6. What kind of loyalty marketing programme do you have in place?

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* 7. My loyalty stack currently consists of…

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* 8. My main challenge with my existing loyalty programme is…

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* 9. Rate the following on priority for the year.

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* 10. My loyalty programme’s main goal is to…

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* 11. The main reason customers don’t engage with our loyalty programme is…

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* 12. Does your current loyalty solution meet these customer expectations - Rational?

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* 13. Does your current loyalty solution meet these customer expectations - Emotional?

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* 14. Does your current loyalty solution meet these customer expectations - Financial?

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* 15. To what extent are the following priorities a focus for your organization? (One response per row)

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* 16. To what extent are the following priorities a focus for your marketing team?

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* 17. · Are you worried about privacy/ compliance concerns?

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* 18. If I could change one thing about loyalty marketing today, I would…..