The Analytics Page
The loyalty analytics page (loyalty>analytics) presents a comprehensive report on all your program data. You cannot customise this page but it includes great key metrics for the health of your program. It also compares the previous time period (month) and gives a percentage increase value. The time period cannot be changed at the moment.
You can utilise the metrics in this page as KPIs moving forward if you don’t have your own. For more advanced reporting we recommend exporting data or going to the dedicated reports section. This part of the system allows for more flexibility.
Recommended Actions
The analytics page contains various measures and it can be confusing to interpret and take action based the data you’re seeing. That’s why in this article we’ve broken it down for you! The metrics can be further broken down into four categories.
1: Active Contacts
General health measure of the contacts in your program. How active are they? How loyal are they? Metrics measuring how active your contacts are such as active contacts & repeat participation rate can be improved by promoting the program more heavily.
Recommended actions include:
social media campaign
physical promotion of sign up forms via QR code
set up a referral campaign
make your program easy to grasp and understand, more material
2: Reward redemption
Are customers actually redeeming the rewards you’ve set up? Metrics looking at rewards redemption such as redemption rate, total redemptions & average point balance can be improved by making your reward more attractive. Recommended actions include:
make them cheaper! (in points)
make your rewards more attractive
get customer feedback on what kind of rewards they might like
test rewards, make many the same price in points and see which one people prefer
3: First Incentive
Are people using your sign up incentive? Is it actually working to get people in the door? The Metric average time to first redemption can be improved by making the first valuable and incentive of the program more attractive or cheaper.
4: Retention/Re-engagement
Are the people with points actually engaged? The Metric inactive but eligible contacts can be improved by setting up more automated email flows. Recommended actions include:
retention email flows
points reached automated email flows (serves as a good reminder that rewards can be redeemed