New data: Uncommitted customers drive most of your revenue. Learn how to win them. Get the report
The 2025 Consumer Spend Report: What 10 billion transactions say about today’s shoppers. Get the insights
Loyalty programs are stronger, stores are more convenient, and digital access has never been easier — yet shoppers are drifting further away. This report uncovers how uncommitted behavior is accelerating — and what's shaping it
Value is being redefined in real time. As consumers chase the best deal on every trip, retailers are racing to meet rising expectations — sometimes in ways that unintentionally make cross-shopping even easier. The 2025 report digs into what’s driving this shift and what it means for the year ahead.
think the economy is getting worse in 2025.
compare prices between locations on most trips.
say rewards matter, but only half use loyalty programs consistently.
Value is being redefined in real time. As consumers chase the best deal on every trip, retailers are racing to meet rising expectations — sometimes in ways that unintentionally make cross-shopping even easier. The 2025 report digs into what’s driving this shift and what it means for the year ahead.
Nearly 80% of today’s retail customers are uncommitted, shopping across brands and formats in order to maximize their own value. Long-term growth depends on understanding and influencing them — profitably. This new report shows you how.
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For grocers, 31% of their customers in a given month will churn — even more so for new customers. Loyalty programming helps, but significant churn risks remain.
For restaurant retailers, 42% of their customers in a given month will churn — even more so for new customers.
For fuel retailers, 51% of their customers in a given month will churn — even more so for new customers. Loyalty programming helps, but significant churn risks remain.
Retained customers spend at higher levels than new customers
Source: Upside transaction data from 7.7 million customers at 335 grocery stores, 2,254 fuel stations, and 1,498 restaurants from March 2022 to February 2025.
Customer retention is about building habits, visit by visit. Our research shows regular grocery customers are 46 percentage points more likely than new customers to stick around after a year — and that compounds over time.
