Business
59% of Consumers Say Rewards Make Them More Loyal to a Brand, New Research From PayPal and Reach3 Insights Finds
Reach3 Insights, in collaboration with PayPal, today announced new research uncovering the powerful role that rewards play in consumer payment decisions. Using Reach3's conversational, mobile-first approach, the study revealed that consumers' preferences go far beyond dollars and cents, and that rewards drive loyalty, shape behaviors, and deliver emotional benefits that influence how people shop and pay. In fact, 81% of consumers say rewards impact their shopping and payment behavior.
About this update from Paypal Holdings, Inc.
[{"type":"text","content":"Study reveals emotional and behavioral triggers behind payment rewards, with results to be presented tomorrow at the Insights Association CRC 2025","length":146,"tagName":"p"},{"type":"text","content":"CHICAGO, Sept. 8, 2025 /PRNewswire/ -- Reach3 Insights, in collaboration with PayPal, today announced new research uncovering the powerful role that rewards play in consumer payment decisions. Using Reach3's conversational, mobile-first approach, the study revealed that consumers' preferences go far beyond dollars and cents, and that rewards drive loyalty, shape behaviors, and deliver emotional benefits that influence how people shop and pay. In fact, 81% of consumers say rewards impact their shopping and payment behavior.","length":536,"tagName":"p"},{"type":"text","content":""Rewards drive real behaviors, and when executed well, they can drive loyalty in a meaningful way," said Sean Campbell, Senior Vice President at Reach3 Insights. "Our research with PayPal shows that there's a lot of nuance in this space and highlights the need to use modern research techniques to really understand what matters to different customers."","length":382,"tagName":"p"},{"type":"text","content":"The project combined quantitative, qualitative, and video feedback deployed via the Rival Technologies platform, along with AI-enabled tools and an emotional elicitation exercise to capture deeper insights.","length":206,"tagName":"p"},{"type":"text","content":"Among the key findings:","length":23,"tagName":"p"},{"type":"list","items":[{"val":[{"type":"text","content":"● Cashback beats out reward points. 68% of study participants said they prefer cashback rewards for their simplicity and instant gratification, compared to 32% who prefer points.","length":184,"tagName":"p"}]},{"val":[{"type":"text","content":"● Rewards drive behavior and emotion. 81% make shopping choices based on rewards; 33% said that thinking about rewards gives them feelings of satisfaction and joy.","length":169,"tagName":"p"}]},{"val":[{"type":"text","content":"● Rewards influence loyalty. 63% say rewards make them feel more valued as a customer, and nearly half (49%) are more likely to recommend a brand because of its rewards program.","length":183,"tagName":"p"}]}],"tagName":"ul","bulletedList":true,"length":536,"olType":false},{...