Loyalty report

​

What this does

The Loyalty report shows how many customers sign up for your loyalty program, how often they redeem points, and whether loyalty members spend more than non-members. Use this to decide if your loyalty program is working or needs adjustment.

​

When to use this

Use this report to answer:

• How many customers are enrolled in loyalty? (Member count, Signup rate)
• Are members redeeming points? (Redemption rate, percentage of orders with points spent)
• Which channels drive loyalty orders? (Orders from members by Kiosk, POS, Web, Scan to Order)
• Do loyalty members spend more? (Lifetime value comparison)
• Are loyalty customers staying engaged? (User retention comparison)
• Which outlets need loyalty focus? (AI insights and outlet-specific data)

​

Filters

The report starts with three visible filters:

• Date: Time range for customer cohorts (defaults to past 3 months). Applies to customers whose first order falls within this period.
• First order brand: Filter to customers whose first order was under the selected brand(s)
• First order outlet: Filter to customers whose first order was at the selected outlet(s)

See Using reports - Filters for detailed instructions on how to apply filters and use date operators.

​

Summary metrics

The report is organized into three main sections:

​

User summary

Customer acquisition and enrollment metrics:

• Customer count: Total number of unique customers in the selected cohort (both loyalty members and non-members). This represents your total addressable population for loyalty acquisition.
• Member count: Number of customers in the cohort who have enrolled in the loyalty program. This is a subset of Customer count.
• Signup rate: Percentage of customers who signed up for loyalty. Calculated as: (Member count ÷ Customer count) × 100%. Target this metric to improve loyalty acquisition campaigns.
• Loyalty member count: May represent a filtered subset of members (e.g., active members or members with recent transactions). Contact support if the difference between Member count and Loyalty member count is unclear.
• Loyalty adoption rate: Similar to Signup rate but may track a sub-metric like active loyalty adoption. Contact support for clarification if this metric differs significantly from Signup rate.

​

Points summary

Loyalty points and redemption metrics:

• Loyalty reward value earned: Total monetary value of loyalty points awarded to members during the selected date range. This shows total loyalty distribution and drives member perception of program value.
• Loyalty reward value spent: Total monetary value of loyalty points redeemed by members during the selected date range. This shows actual redemption activity and member engagement.
• Redemption rate: Percentage of earned points that have been redeemed. Calculated as: (Loyalty reward value spent ÷ Loyalty reward value earned) × 100%. Industry benchmarks typically fall between 30-50%.
  Redemption rate reflects points redeemed up to the current date. It does not account for points that will expire in the future or points that have already expired.
• Loyalty reward value expired: Total monetary value of loyalty points that expired without being redeemed. High expiration rates indicate low engagement or unrealistic expiration windows.

​

AI insights

AI-generated analysis covering outlet-specific performance, spend behavior comparisons, and engagement trends. See Using reports - AI insights for how to interpret AI recommendations.

​

Charts and visualizations

​

Orders from members (weekly)

Shows the percentage of total orders in each week that came from loyalty members, broken down by channel (Kiosk, POS, Scan to Order, Web). Interpretation: Indicates member order frequency relative to all orders and shows channel affinity for loyalty members.

​

Orders with points earned (weekly)

Shows the percentage of orders in each week where loyalty points were awarded to a member, broken down by channel. Interpretation: Shows how often the loyalty earning mechanism is triggered. Lower percentages mean either few member purchases or many non-earning transactions.

​

Orders with points spent (weekly)

Shows the percentage of orders in each week where a member redeemed loyalty points, broken down by channel. Interpretation: Shows redemption frequency. Very low percentages are typical for loyalty programs (only a subset of members redeem each week). This is a strong indicator of program health and should increase as members accumulate points.

​

Signup rate (monthly)

Combo chart showing Member count (bars), Customer count (bars), and Signup rate (line) over time. Interpretation: Shows campaign effectiveness and program appeal over time. Trending up indicates improving sign-up efficiency. Months with low customer acquisition may show high variance in signup rate.

​

Lifetime value by loyalty status

Bar chart comparing median lifetime value (total spend) between non-loyalty members and loyalty members. Interpretation: Shows whether loyalty members spend more than non-members. A significant gap indicates the loyalty program is successfully retaining higher-value customers.

​

User retention by loyalty status

Line chart showing “Active User Retention” over a 12-month period, comparing loyalty members against non-loyalty members. Interpretation: Shows how many customers remain active over time. Loyalty members should show higher retention rates than non-members. Steep drop-offs indicate engagement issues.

​

Members by activity status

Pie chart showing the breakdown of members by activity status:

• Active (Last 30 days): Members with transactions in the past 30 days
• Inactive (31-60 days): Members with no transactions in the past 30 days but active in the prior period

Interpretation: High inactive percentage indicates members are churning or disengaging. Consider re-engagement campaigns.

​

Actions

See Using reports - Downloads, alerts, and scheduled delivery for instructions on exporting data, setting up automated alerts, or scheduling report emails.

​

What should happen

After applying filters and reviewing the report, you should see:

• Updated summary metrics (Customer count, Member count, Signup rate, Points earned/spent/expired)
• AI insights tailored to the selected cohort
• Charts showing trends over time based on your date range
• Drill-down capabilities on most numeric metrics (click to see underlying data)

All data should reflect the most recent hourly refresh (check the banner at the top for last update time).

​

If it doesn’t work

If metrics appear incorrect or the report doesn’t load:

1. Check your date range: Ensure “Date” filter includes the time period you want to analyze
2. Verify brand and outlet filters: If “First order brand” or “First order outlet” are set to specific values, only customers whose first order matches those criteria will be included
3. Check your permissions: You need Manager, Finance, or Admin role to access this report
4. Wait for data refresh: If you just made changes to loyalty settings, wait for the next hourly refresh
5. Try removing filters: Click “Update” after removing all brand/outlet filters to see all data

If drill-down modals show no data:

1. Click Run without cache in the drill-down modal to fetch live data
2. Check that the metric you’re drilling into has a non-zero value (you can’t drill into empty metrics)

If the issue persists, contact support at [email protected] with:

• The report URL
• The specific metric or chart that’s not working
• The filters you applied
• A screenshot if possible

​

Next steps

After reviewing your loyalty report:

• Set up discounts for loyalty members to increase engagement
• View customer data to see individual loyalty member profiles
• Check the Discount report to see if loyalty-specific promotions are driving redemptions
• Review the Customers report to analyze member acquisition trends by channel