Removing the Friction in Loyalty Redemptions: Pay With Points Research:



An exclusive study from The Loyalty Academy and Wise Marketer Research Services in collaboration with Engage People


We have collaborated with Engage People, a Toronto-based global loyalty marketing services provider who has established capabilities in the Pay With Points arena. We also solicited the input of select members of the Delphi Panel, a group of global loyalty experts who have participated in our past research reports. Instead of using our traditional Delphi Panel prediction techniques, we went to the marketplace and conducted proprietary research.

First, we reached out to a select group of U.S.-based financial services professionals to get their opinion about Pay With Points as a loyalty mechanism. A brief qualitative survey was conducted in July 2021 with 26 credit card issuers, payment processors, and networks. The survey was administered online and was by invitation only. Anonymity was guaranteed for all respondents

Second, we conducted a quantitative survey among U.S. cardholders to study consumer understanding of and reaction to Pay With Points as a loyalty marketing concept. This quantitative survey was conducted online with a geographically and demographically balanced panel of 200 respondents in August 2021. 

We hope you find this year’s Delphi Report helpful as you are planning for added fluidity in your customers’ experiences in 2022 and beyond.


2021 Delphi Report: Pay With Points — Reducing the Friction in Loyalty Redemptions