Why did 17% of Swedes become more disloyal during the pandemic?

Smicker, Reaktion and Novus have in collaboration produced a unique study of Swedes’ loyal behavior during the pandemic. The Loyalty MAD Report clarifies how the increased digitalization also affected loyalty.

What are the indicators that show that customers have become more disloyal?
What new behaviors are here to stay?
And what will be crucial in the battle to win the hearts of customers?

In the study we have processed the result these indicators with other studies to clarify how this will affect companies and industry categories. The survey is representative of the entire Swedish population.

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