The New Loyalty Landscape: How the cost-of-living crisis impacts hospitality

Exclusive consumer research into guest loyalty towards hospitality brands, and how this has been affected by the rising cost of living

Loyal customers are an incredibly valuable asset for any hospitality business, providing a lucrative source of repeat business and resulting revenue as well as brand advocacy that entices new guests in through your doors.

Maintaining a loyal customer-base has always been a key objective for operators, however amidst a cost-of-living crisis resulting in tighter consumer budgets, the criteria leading to a customer becoming, and remaining, loyal have changed. How does loyalty differ between generations? And what role do loyalty schemes play in all of this?

Produced in partnership with CGA by NIQ, we surveyed 5,000 GB hospitality consumers to find the answers.

What's in the report?

  • What makes, and breaks, loyalty?
  • Differences in loyalty between generations
  • How guest loyalty to hospitality has changed as a result of the cost-of-living crisis
  • The role loyalty schemes play in maintaining guests’ loyalty to hospitality brands