Decoding Consumer Affinity: The Customer Loyalty To Merchants Survey 2022, January 2022 - Discover how grocers and pharmacies can keep customers loyal with flexible digital payments and in-store mobile app features

Decoding Consumer Affinity: The Customer Loyalty To Merchants Survey 2022

Report: Thirty-Five Percent of Consumers Will Switch Grocers, Pharmacies for Better Digital Features

Loyalty is fickle, with 35% of consumers willing to leave their favorite grocers and pharmacies for competitors with better digital features. PYMNTS’ Decoding Consumer Affinity, a Toshiba collaboration, surveyed more than 2,000 U.S. consumers to examine the relationship between digital features, product preferences and store loyalty.

Inside the January Study

  • 82%: Share of grocery shoppers who purchase primarily in stores
  • 35%: Share of grocery and pharmacy shoppers who would be highly interested in switching merchants for better digital capabilities
  • 51%: Portion of grocery shoppers who say the ability to check inventories would improve their loyalty

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