CUSTOMER

LOYALTY
PROGRAMS
STORE: BIG BAZAAR, THE GREAT INDIA PLACE

INTRODUCTION
Loyalty Programs at Big Bazaar
Big Bazaar PROFIT CLUB
A unique membership program where one can pay Rs. 10,000 and can shop for Rs.

1000 per month for the next 12 months i.e. Rs. 12,000 over a period of 12 months.
This card can be used across 215 + Big Bazaars, Food Bazaars and Fashion at Big
Bazaar stores across the country.
In case you miss shopping in a particular month, the amount can be carried forward
to the next month.
Members also receives the benefit of existing offers on their Payback cards and
T24 mobile services.
It can be used as a Gift Card for friends and family, like children living away from
home or parents residing in other cities etc.
It can also serve as an excellent Employee Incentive program for employees . It
can also be extended to business partners as a gift.

INTRODUCTION
Loyalty Programs at Big Bazaar
Payback Loyalty Program
With PAYBACK, customers can shop, save and get rewarded
This program enables consumers to collect millions of points across online and offline

partners, with just a single card

Customers can accumulate points across Future Group formats, thereby making shopping
rewarding

FBB SBI STYLE UP Card

Flat 10% discount on Fashion Apparel, Fashion Accessories and Footwear
Annual Fee: Rs 499; Welcome gift of a FBB voucher worth Rs 500 and Annual gift of 2000

bonus reward points every year from 2nd year onwards

2.5% valueback and earn 10x reward points on purchases from FBB and Big Bazaar
Fuel surcharge waiver: 2.5 % (up to Rs 100 p.m.)

INTRODUCTION
Loyalty Programs at Big Bazaar
Student Payback Card
Issued only to students on submission of a valid ID Proof and valid for a period of

1 year (can be renewed again by submission of student ID card proof)

Offers: 4% on Food, 8% on Stationary, 10% on Apparel & Footwear
1 payback point for every 100 spent
Currently applicable in selected Big Bazaar stores in few locations

CUSTOMERS
PERCEPTION

Customers perception of the purpose of a Customer Loyalty Program

To reward customers who purchase regularly

To make customers return to the store

10

To maintain and enhance the customer relationship

To give customers a preferential service

11

To ensure that customers do not shop at competing stores

0

9
2

10

12

CUSTOMERS
PERCEPTION
Main reason behind joining a Customer Loyalty Program

10%
Just joined the Loyalty
Program because it was being
offered at the store

Just joined the

Loyalty Program
because it was
being offered at the
store

10%

20%

To be given first preference

To be informed on time about
specials/promotions
To be treated uniquely
To get rewards/perks
To support good causes

53%

5%
3%

To be given first
preference
To be informed on
time about
specials/promotions

Count from sample

survey
(Sample Population40)

4
8
2

To be treated
uniquely

To get
rewards/perks

21

To support good
causes

CUSTOMER
EXPECTATIONS
Chart Title

Factors which will influence customers the most in using a Loyalty Card
Habit of using loyalty card

Depends on the products/ goods to be purchased

The actual reward must be something worthwhile/beneficial

13

Proximity of the store and convenience to you

10

Purchasing a substantial amount of goods

0

13
2

10

12

14

CUSTOMER
EXPECTATIONS
Rewards that are valued the most

Funds donated to a charitable cause

Discounts/ coupons of goods/products

11

Deductions off your purchase

21

Cashback /cash vouchers

0

7
5

10

15

20

25

AWARENESS
Awareness of the Customer Loyalty Programs of Big Bazaar

25%

No

Are you
Count from
aware of
sample
the
survey
Customer
(Sample
Loyalty
Programs of PopulationBig Bazaar?
40)

Yes

75%

No

10

Yes

30

MEMBERSHIP
Members of the Customer Loyalty Program of Big Bazaar
25
22

20
18
15

10

9 out of 18 are not interested

to be a part of the loyalty
program in the future

No

Yes

MEMBERSHIP
Reasons for not joining a Customer Loyalty Program of
Big Bazaar

Not interested in other services pushed onto Customers; 11%

Membership of Customer Loyalty Program not offered; 28%
Too many cards in possession; 11%

Lack of trust in a Customer Loyalty Program; 6%

Rewards offered are not substantial enough; 44%

Membership of
Customer Loyalty
Program not
offered
Lack of trust in a
Customer Loyalty
Program
Rewards offered
are not
substantial
enough

Count from
sample survey
(Sample
Population-40)

Too many cards

in possession

Not interested in
other services
pushed onto
Customers

Grand Total

18

COMPETITION
33%

Do you own
Count from
Loyalty Cards
sample survey
from
(Sample
competing
stores?
Population-40)

No
68%

No

13

Yes

27

CUSTOMERS
PERCEPTION ON
COMPETITION
Is it a sign of disloyalty to own Loyalty Cards from competing stores?
25
20
15
10
5
0

No

Yes

CUSTOMERS
PERCEPTION ON
COMPETITION
Reason for No Loyalty in Customer Loyalty Programs
Its called loyalty but it is not really loyalty

Stores should compete with each other for customer loyalty

Need of the best product available

Tend to lean towards the program with the better rewards

Get the most rewards out of whichever program available

0

7
1

CUSTOMER LOYALTY
PROGRAMS

1. Customer Loyalty Programs allow customers to build a long-term relationship with stores/organizations
33

5
0

Strongly Disagree: 1

Disagree: 2

2
Neutral: 3

Agree: 4

Strongly Agree: 5

CUSTOMER LOYALTY
PROGRAMS
2. Customers will always join Customer Loyalty Programs because they give customers something for nothing

22

4
2
Strongly Disagree: 1

Disagree: 2

Neutral: 3

Agree: 4

Strongly Agree: 5

CUSTOMER LOYALTY
PROGRAMS
3. Customer Loyalty Programs encourage you to be loyal to that store/organization

16

13

2
1

Strongly Disagree: 1

Disagree: 2

Neutral: 3

Agree: 4

Strongly Agree: 5

CUSTOMER LOYALTY
PROGRAMS

4. Customer Loyalty Programs are waste of time and the rewards are not substantial enough
13

13
12

1
Strongly Disagree: 1

1
Disagree: 2

Neutral: 3

Agree: 4

Strongly Agree: 5

FEEDBACK
Highly
Dissatisfied
:1
25
Dissatisfied
20

:2

0%

2.5%

21
18

Neutral: 3
15

18

45%

10
Satisfied: 4

21

52.5%

0%

5
Highly
0
Satisfied:
5
0

Satisfaction level of Big Bazaar Profit Club

FEEDBACK
Satisfaction level of FBB SBI STYLE UP Card

Highly
Dissatisfied
:1

0%

25

Dissatisfied
:2

12.5%

20

Neutral: 3

26

65%

Satisfied:
4
9

22.5%

Highly
Satisfied: 5

0%

30

26

15
10
5

5
0

FEEDBACK
Satisfaction level of Student Payback Card
35

31

30
25
20
15
10
5
0

2
0

Highly
Dissatisfied:
1

0%

Dissatisfied:
2

5%

Neutral: 3

31

77.5%

Satisfied: 4
7

17.5%

0%

Highly
Satisfied: 5