Loyalty360 Unveils 2026 Customer Loyalty Readiness Benchmarks

Loyalty360, the association for customer loyalty, has unveiled its 2026 Customer Loyalty Readiness benchmarks, offering brands a comprehensive framework to evaluate their preparedness for executing and advancing their loyalty strategies. The benchmarks, part of Loyalty360’s 2026 State of Customer Loyalty research, provide organizations with a score and readiness level, enabling them to benchmark their performance against industry peers.

The average Customer Loyalty Readiness Score across participating organizations was 91.91, indicating a high level of preparedness among the companies surveyed. According to Loyalty360, an organization’s score can be categorized into five levels: Industry Leading (94.375+), Highly Ready (93.000-94.374), Ready (91.500-92.999), Developing Readiness (90.000-91.499), and Emerging Readiness (below 90.000).

The benchmarks offer a detailed breakdown of the factors that contribute to a brand’s readiness. These include organizational, strategic, technological, measurement, and customer experience factors. Organizations can use their individual scores to identify capability gaps and prioritize areas for improvement.

In addition to the overall scores, Loyalty360 has recognized the 2026 Customer Loyalty Readiness Industry Leaders in various sectors. For example, Nestlé Purina emerged as the Industry Leader in the Consumer Packaged Goods (CPG) sector, with a score of 93.52. In the Financial Services sector, both Bank of America and PNC Bank were named as co-Leaders, with a combined score of 93.12. The Cleveland Cavaliers led in the Sports/Entertainment category with a score of 92.89.

Across industries, the research highlights the importance of organizational readiness in the evolving landscape of customer loyalty. As customer expectations, technology, data capabilities, AI, personalization, and loyalty strategies continue to transform, brands need to ensure they have the necessary organizational capabilities to execute their strategies effectively.

The findings of the research underscore the need for brands to move beyond simply asking “How is our loyalty program performing?” to a more comprehensive question: “How prepared are we to deliver the loyalty strategy we want to execute?” The benchmarks provide a clear path for organizations to assess their readiness and identify areas for improvement.

Loyalty360’s research also delves into the priorities, challenges, investments, technologies, and customer experience strategies shaping customer loyalty today. The Customer Loyalty Readiness Score is designed to give participating organizations additional context, helping them understand their position relative to peers and identify opportunities to strengthen their approach to customer loyalty.

Overall, the 2026 Customer Loyalty Readiness benchmarks and Industry Leaders provide a valuable resource for brands looking to enhance their customer loyalty strategies. By leveraging these insights, organizations can better prepare themselves for the challenges and opportunities that lie ahead in the dynamic world of customer loyalty.