The Road to Rewards Report: Navigating Loyalty in a Pandemic

On January 20, 2020, the U.S. confirmed its first case of the novel coronavirus, COVID-19, in Washington state. At the height of the pandemic, much of the country was sheltering in place, and travel was severely restricted. These changes not only disrupted our daily routines, but our habits and expectations as well.

So, how did the pandemic play into loyalty perceptions? The 2020 Road to Rewards Report by PDI seeks to answer that very question. It examines the dramatic shift in U.S. consumer preferences since last year’s report, highlights what consumers find valuable in their rewards programs at this point in time, and offers suggestions about how businesses can pivot their loyalty programs to successfully navigate the unprecedented times in which they find themselves.

Arlington Research conducted the survey for this report, which includes the following U.S.-based respondents: 2,500 consumers, 250 convenience retailers, and 150 decision-makers who work for retailers, grocers or consumer packaged goods brands (CPG).

Click the green button to download the full report.