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Introduction‍

In our previous report, Redefining Customer Loyalty, Cardlytics defined loyalty as a consumer’s preference for a merchant over its competitors. We analyzed billions in spending across six industries to measure customer loyalty and spending patterns with both loyal and non-loyal customers.

But customer behavior isn’t fixed—customers shift between loyalty segments over time. Understanding these shifts helps identify churn and informs strategies to nurture relationships and move customers to higher loyalty segments. In this Report, we dive into customer behavior in the QSR category to better understand engagement over time by analyzing more than £5.8bn in consumer spend behavior.*

Findings: loyalty is fluid, not fixed 

We looked into purchase data at all QSRs in the UK over the last 8 quarters (Q1-23 through Q4-24) on a quarter by quarter basis to see whether even the “most loyal” customers showed changes in their purchase behavior. 

‍QSR Loyalty Movement

‍Overall, quarter over quarter, 36% of customers tend to remain in their existing segments and 26% increase or decrease their loyalty to a merchant, showing that QSR customers tend to be more promiscuous than other industries. Also, there is much more extensive customer loyalty movement within the “not loyal” segments. 

‍Findings: segment movement 

Diving deeper into the individual segments tells us:

• Loyal customers are the most stable, with 58% staying Loyal.
• Prefer customers also show strong retention — 52% remain in that segment.
• Tied customers are the most fluid — only 10% stay Tied, while 58% shift into Loyal or Prefer.
• Churn risk is highest for Prefer customers, with 35% lapsing — nearly 2x higher than Loyal customers (20%).

‍Segment movement
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Customer movement is happening across all segments, but the Tied group shows the highest churn – only 10% remain Tied, while a combined 58% shift into either Loyal (32%) or Prefer (26%). This volatility signals an opportunity to convert mid-loyalty shoppers with targeted interventions.

QSR Leaky Bucket 

QSR brands are losing customers faster than they are acquiring them – with Lapsed customers (22.3%) outpacing New customers (15.9%). This signals a need to strengthen retention strategies to prevent long-term erosion of customer loyalty.

Takeaways: It’s more costly to acquire or re-acquire customers than to keep existing ones engaged. 

Our analysis shows that 22% of QSR customers have lapsed, outpacing the 15.9% of new customers being acquired. Brands are at risk of net customer loss unless they prioritise loyalty-building efforts.

Our segment movement data also reveals that “Tied” customers are the most fluid, with 90% shifting into other behaviours — with both gains and losses. In contrast, Loyal customers remain relatively stable, and Prefer customers show moderate retention.

To protect and grow market share, marketers must go beyond acquisition. Nurturing relationships and strengthening loyalty can have a direct impact on retention and revenue. 

To foster loyalty, consider these recommendations:

• Deploy an “always-on” strategy to stay connected with customers, regardless of purchase frequency.
• Continuously refine customer segments and tailor reward structures to reflect shifting behaviours.
• Launch targeted campaigns focused on converting fluid segments (like Tied and Prefer) into Loyal customers.

The Secret Sauce to Retaining Customers

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‍Introduction‍

In our previous report, Redefining Customer Loyalty, Cardlytics defined loyalty as a consumer’s preference for a merchant over its competitors. We analyzed $160B in spending across six industries to measure customer loyalty and spending patterns with both loyal and non-loyal customers.

But customer behavior isn’t fixed—customers shift between loyalty segments over time. Understanding these shifts helps identify churn and informs strategies to nurture relationships and move customers to higher loyalty segments. In our Loyalty Movement Report, we dive into customer behavior in the QSR category to better understand engagement over time by analyzing more than $44B in consumer spend behavior.*

QSR Category Loyal Customers

On average, 81% of the category’s customers are not actually  loyal to any brand. But the loyal segment has a much higher share of wallet (67%) than a not loyal segment (15%).

Top Customers (top 10% of most frequent transactors) are show  reverse allegiance vs overall customers. And the loyal customer segment shows more than 3x higher share of wallet.

Findings

We looked into purchase data at all QSRs in the US over the last 8 quarters (Q1-23 through Q4-24) on a quarter by quarter basis to see whether even the “most loyal” customers showed changes in their purchase behavior. 

QSR Loyalty Movement

Overall, quarter over quarter, 58% of customers tend to remain in their existing segments and 21% increase or decrease their loyalty to a merchant, showing that QSR customers tend to be more promiscuous than other industries. Also, there is much more extensive customer loyalty movement within the “not loyal” segments.

Segment Movement

While all segments show purchase behavior movement, the Tied segment (part of Not Loyal customers) shows the most movement - both up (26%) and down (45%) - into other segments.

QSR Leaky Bucket

QSR brands are acquiring new customers at a 3x faster clip than they are losing customers. Yet these customers are less loyal to any specific brand so nurturing the relationship is key.

Diving deeper into the individual segments tells us:

• Loyal customers and those that Prefer the competition are the most rigid (with 63% and 72% staying the same, respectively). Those customers that are Tied have the greatest propensity for a behavior change (with only 13% staying the same).
• ‍Loyal customers are far less likely to churn. Customers that are Tied are 50% more likely to churn and customers that Prefer the competition are 100% more likely to churn!

Definitions of Customer Segments

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Loyal Customers
Loyal: Only shop with a specific brand, or have the highest share of wallet with a given brand and relative rank is lower than all other brands in consideration set

Not Loyal Customers
Tied: Similar relative ranks to 2 or more brands regardless of share of wallet ranking
‍Prefer: Lower share of wallet and higher rank than other brands in their consideration set
‍Lapsed: Shopped historically but do not shop currently, as defined by the analysis time period
‍New: Shop currently but have not shopped historically, as defined by the analysis time period

Takeaways

Marketers know it’s more costly to acquire or re-acquire customers than to keep existing ones engaged. When QSRs neglect current customers, they risk losing them and undoing past investment - not loyal customers are 50%-100% more likely to lapse/churn than loyal customers. But also QSRs are doing a relatively good job of bringing in new customers so staying top of mind is even more important. Marketers must continuously nurture relationships, understand customer needs, and offer seamless experiences. To foster loyalty with your customers, consider these recommendations:

• Use an “always on” strategy to keep customers engaged, regardless of purchase frequency.
• Regularly update/refine customer segments and adjust reward offers to keep them engaged.
• Use targeted campaigns to boost loyalty and revenue.

Cardlytics can deliver a comprehensive Customer Loyalty Analysis with  insights into customer behavior and movement across defined loyalty segments. Contact us for more details.

‍* *For this report, we've selected the entire QSR category in our data, collectively representing over $44B in annual card spend. This sample differs from the previous Customer Loyalty Analysis report.
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About Cardlytics‍

Cardlytics (NASDAQ: CDLX) is a commerce media platform, powered by our publishers’ first-party purchase data, that makes commerce smarter and more rewarding for everyone. We offer a range of solutions to help advertisers and publishers, including financial institutions, grow and strengthen customer loyalty. With visibility into approximately half of all card-based transactions in the U.S. and a quarter in the U.K., Cardlytics enables advertisers to engage consumers at scale and drive incremental sales through our industry-leading financial media network. Publisher partners can enhance their platforms with relevant and personalized offers that improve the shopping experience for their customers. Cardlytics also offers identity resolution capabilities through Bridg, which helps convert anonymous shoppers into known and reachable customers. Headquartered in Atlanta, Cardlytics has offices in Menlo Park, Los Angeles, Champaign, New York and London. Learn more at www.cardlytics.com or follow us on LinkedIn.

‍Introduction‍

In our previous report, Redefining Customer Loyalty, Cardlytics defined loyalty as a consumer’s preference for a merchant over its competitors. We analysed billions in spending across six industries to measure customer loyalty and spending patterns with both loyal and non-loyal customers.

Customer behaviour isn’t fixed—shoppers move between loyalty segments over time. Our UK Grocery Loyalty Movement Report analyses national grocery spend to track these shifts, helping retailers identify churn, improve retention, and strengthen customer relationships.

Grocery Category Loyal Customers

On average, 75% of a merchant’s customers are not actually loyal. But the loyal segment (25%) has a much higher share of wallet (67%) than a not loyal segment (13%).

Top Customers (top 20% of most frequent transactors) still show that 25% are not loyal customers. Yet the loyal customer segment shows a 2x higher share of wallet.

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Findings

We looked into purchase data at all groceries in the UK over the last 8 quarters (Q1-23 through Q4-24) on a quarter by quarter basis to see whether even the “most loyal” customers showed changes in their purchase behaviour.

Grocery Loyalty Movement

Overall, quarter over quarter, 50% of customers tend to remain in their existing segments while 50% increase or decrease their loyalty to a merchant. Yet there is much more extensive customer loyalty movement within the “not loyal” segments.

Segment Movement

While all segments show purchase behaviour movement, the Tied segment (part of Not Loyal customers) shows the most movement - both up (30%)  and down (47%) - into other segments. 

Grocery Leaky Bucket

Grocery brands are acquiring new customers yet even more existing customers are moving into the lapsed tier. This cycle can be reversed by continuing to nurture existing customers.

Diving deeper into the individual segments tells us:

• Loyal customers and those that Prefer the competition are the most rigid (with 67% and 65% staying the same, respectively). Those customers that are Tied have the greatest propensity for a behaviour change, with only 9% staying the same, showing extreme volatility. ‍
• Loyal customers are far less likely to churn. Tied Customers are 56% more likely to churn (moving to Prefer or Lapsed) and customers that Prefer the competition are 200% more likely to churn!

Definitions of Customer Segments

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Loyal Customers
Loyal: Only shop with a specific brand, or have the highest share of wallet with a given brand and relative rank is lower than all other brands in consideration set

Not Loyal Customers
Tied: Similar relative ranks to 2 or more brands regardless of share of wallet ranking
‍Prefer: Lower share of wallet and higher rank than other brands in their consideration set
‍Lapsed: Shopped historically but do not shop currently, as defined by the analysis time period
‍New: Shop currently but have not shopped historically, as defined by the analysis time period

Takeaways - Building Grocery Loyalty in the UK

Loyalty in the UK grocery sector is highly unstable. Only 25% of shoppers are truly loyal, yet they contribute 67% of their share of wallet (SOW) to a single merchant. Even within the top customers, 25% are still not totally loyal. Loyalty is fragile and demands ongoing effort as competition is always close by. To stay top of mind, marketers must continuously nurture relationships, understand customer needs, and offer seamless experiences. To foster loyalty with your customers, consider these recommendations:

• Implement an always-on engagement strategy to keep customers connected, regardless of purchase frequency. 
• Regularly update/refine customer segments and adjust reward offers to keep them engaged.
• Use targeted campaigns to boost loyalty and revenue.

Cardlytics provides comprehensive Customer Loyalty Analysis, delivering insights into loyalty movement, churn risk, and retention strategies to help grocery brands drive long-term customer value. Contact us to learn more

‍* For this report, we've selected the entire Grocery category in our data, collectively representing over $200bn in annual card spend. This sample differs from the previous Customer Loyalty Analysis report.‍