Ipsos Encyclopedia - Behavioural Loyalty

Behavioural loyalty is when a customer continues to buy/use a particular product, service or brand (at least as much as before).

Definition

Behavioural loyalty is when a customer continues to buy/use a particular product, service or brand (at least as much as before). But there are a number of different reasons for this, including:

  • Attitudinal loyalty/Active Loyalty; "I have a positive brand preference" (a brand fulfils key functional and/or emotional needs)
  • Apathy/Habitual Loyalty; "I can't be bothered, too much hassle, they're all the same", etc.
  • Captive loyalty; I'm stuck in something I don't like but it's difficult to switch" (cost, barriers, availability, etc.)

Behavioural loyalty does not necessarily equate to attitudinal loyalty.

Consumer & Shopper