58 S C T / A U G U S T 2 0 1 7
R E TA I L T R E N D S AT A G L A N C E
T H E L A S T S T O P
Loyalty lessons
Retailers and landlords who want to attract repeat shoppers need
to understand what has the greatest impact on loyalty today.
Price, quality and selection are leading reasons consumers are loyal
to particular retail companies, according to an ICSC survey
of 1,015 U.S. adults. But a host of other factors are at play.*
15%
92%
71%
71%
59%
P R I C E / VA L U E
61%
P R O M O T I O N S /
S A L E S / C O U P O N S
VA R I E T Y /
S E L E C T I O N
C O R P O R AT E
R E S P O N S I B I L I T Y /
T R U S T-
W O RT H I N E S S
L O C AT I O N
O F S T O R E S
79%
P R O D U C T
Q U A L I T Y
C U S T O M E R S E R V I C E
29%
E X P E R I E N C E
I N T H E I R P H Y S I C A L
S T O R E S
36%
D E S I G N /
S T Y L E /
T R E N D I N E S S
*Figures shown are percentages of shoppers who say they are retail-loyal.
These represent only a selected group of reasons cited for such loyalty. Source: ICSC Research