Decoding Consumer Affinity

Decoding Consumer Affinity: Customer Loyalty to Merchants Survey

Today’s consumer, empowered by an assortment of digital features that prioritize consumer preference and convenience, has redefined customer loyalty.

In Decoding Consumer Loyalty: The Customer Loyalty To Merchants Survey 2022, a PYMNTS and Toshiba Global Commerce Solutions collaboration, we examine new findings that detail how consumer preferences influence their loyalty to grocery and pharmacy merchants and why that loyalty may be vulnerable to change. PYMNTS surveyed 2,097 consumers between Nov. 30 and Dec. 7, 2021, to understand how factors, such as technologies that make shopping and fulfillment more efficient and convenient, have changed consumer behavior.

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