Avis Ranked No. 1 in Customer Loyalty by Brand Keys

Customers also ranked Lyft as their preferred rideshare service.

February 7, 2019

Depending upon the sector, an increase in loyalty of just 3% is equivalent to a 10% across-the-board cost reduction program.

Photo via Travelarz/Wikimedia.

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Brand Keys released the results of its customer loyalty index, with research concluding that consumer expectations increase annually on average 25%.

"Trust has become the connective tissue between brands and loyalty," Robert Passikoff, president of Brand Keys, said in a statement. "Expectations for trust are up across all product/service categories and brands an average of 250+% year over year. Meanwhile, customer concerns regarding privacy, security, and brand transparency have reached a tipping point."

Loyalty Generators In The Automotive Category

Top brands customers rated highly at creating emotional engagement and loyalty in the automotive sector are:

Car Rental

Avis
Enterprise
Hertz
Budget
National

Rideshare

Lyft
Uber
Gett
Juno
Curb

Gasoline

Costco
Shell
ExxonMobil
BP
Sunoco

Automobiles

Hyundai
Toyota
GM/Chevrolet
Subaru
Ford/Jeep
Mercedes

7. BMW

8. Lexus / Nissan

Car Insurance

USAA
Geico
The Hartford/Esurance
Allstate/Progressive

In 2019, and for the foreseeable future, there are three concrete fiscal realities of loyalty and engagement that marketers should keep in mind:

It costs 9 to 11 times more to recruit a new customer than to keep an existing one.
An increase in loyalty of only 7% can lift lifetime profits per customer by as much as 85%.
Depending upon the sector, an increase in loyalty of just 3% is equivalent to a 10% across-the-board cost reduction program.