Loyalty Members Report

note

The Insights menu and Standard Reports or Reports Overview sub-menu are only visible if you have the correct permissions to access reports.

The Loyalty Member dashboard is a central resource for clients to analyze their loyalty member customer base. It focuses on loyalty member and household behavior, purchasing, and redemption habits. It also lets you view predefined member segments, create your own segments based on criteria, compare different segments, and analyze segment behavior.

Note: For more information about specific metrics within these views, see the Loyalty Product Reporting Training Handbook available from your Exchange Solutions representative.

Access and manage the report

To access the Loyalty Members report:

1. Navigate to Insights > Reports Overview > Standard Reports or Insights > Standard Reports (depending on configuration).
2. Click Loyalty Performance > Loyalty Members.
3. Click one of the views within the Loyalty Members list. Each section below corresponds to one of the views.
4. To switch to a different view, click one of the buttons at the top right end of the title bar. Hover over an icon to see which view it opens, or use the following image as a guide.

To use the controls on the bottom toolbar:

Refer to the Common Controls for Reports topic.

Members Overview

The Members Overview provides summary information about the members in your loyalty program. The top two sections (Overall Program Member Snapshot and Member Engagement KPIs) show member statistics and engagement KPIs. The third section shows graphics for other membership trends, such as Redeemers (including the related redemption channel), Registered Members, and Linked Members (members linked to a partner card).

To see additional information about the view:

Hover over the Information button () to view a popup with detailed information about the view. This information is also provided below in Definitions.

Definitions

The following definitions apply to the terms and features used in the view.

Overall Program Member Snapshot

These metrics are based on a single date — the end date selected in the current parameter.

1. Base members: Loyalty program members who are eligible to earn in the program regardless of their purchase or redemption activity. Does not include members with an Expired account status.
2. Registered members: Members who are registered in the loyalty program as of the selected end date. Unregistered members are still base members.
3. Partner linked members: Members who are linked to any partner as of the end date.
4. Closed/Suspended member accounts: Applies to members whose accounts are closed, suspended, or deceased.
5. Penetration: Members with activity in the selected date range divided by base members as of the end date.

Date Range-Based Metrics

These metrics are based on the selection of start and end dates.

1. Activity: Members with a purchase or redemption within the selected date range.
2. New: Members with their first purchase within the selected date range. If the Business Unit filter isn't applied, this refers to members new to the loyalty program. When the filter is applied, it refers to members with their first purchase within the date range for the applicable business unit.
3. Redeemers: Members with a redemption transaction within the selected date range.
4. Re-engaged: Members who weren't active in the 12 months before the selected date range but were active within it.
5. Digital Offer Activations: Members who accepted and activated a Load to Card (LTC) offer within the selected date range, regardless of their transaction activity.
6. New Registrations: Members who first registered within the selected date range.
7. New Linked: Members who were first linked to a partner within the selected date range.
8. Activity and Registered: Members who had a transaction and were registered within the selected date range.
9. Activity and Linked: Members who had a transaction and were linked to a partner within the selected date range.

Visualizations

To control the visualizations in the Members Overview:

1. Access the Members Overview as described above.

2. Review the data displayed. See the Definitions above for more information about specific results.

3. For more information about specific KPIs, set Show Trends on the top Snapshot title bar to Yes. This enables tooltip subsections for specific KPIs within the Activity Member Stats section, showing day-level trendlines comparing the current period to the same period in the previous year.

4. To refine the data displayed, click the Filters button and select one or more filters. Once selections are made, click the X next to Filters to close the dropdown. Filter options (depending on configuration) include:

   • Start Date and End Date (Current Period Date Range): Sets the date range within which the current period's KPIs are calculated and summarized.
   • Start Date and End Date (Comparison Period Date Range): Sets the date range for a comparison period. This provides flexibility to compare KPIs with the current period and shows percentage changes for these metrics.
   • Date Group: Sets the date grouping unit (Day, Week, Month, or Year) used in visualizations that display data by time period.
   • Business Unit: Selects the business unit for which KPIs are shown.
   • Channel: Selects the sales channel (such as Console, POS, or App) at which the transaction was made.
   • Member Province/State: Selects the province or state for the transactions.
   • Device/Terminal Type: Selects the device or terminal type for the transactions (such as Online, POS Terminal, Self-Checkout, or In-Store).
   • Registered as of End Date: Filters to show KPIs for members who were registered on or before the current period's end date.
   • Employee: Filters to show KPIs for employees or non-employees.
   • Is Referee: Part of the referral feature. Filters to show activity-based KPIs for members who have been referred by other members in the loyalty program.
   • Eligible Metrics: Selects whether to show KPIs based on transactions with loyalty-eligible products (Yes) or standard metrics (No).
   • Show Trend: Enables tooltip subsections for specific KPIs within the Activity Member Stats section, showing day-level trendlines for the current period versus the same period in the previous year.

5. Hover over any of the charts in the Activity Member Stats section to view the data in text format.

Additional Member Details View

The Additional Member Details view provides more metrics about your loyalty program members. The top two sections (Activity Member Stats and Additional Activity Members Info) show KPIs for member spending and redemptions, and member activity broken down by Province/State (map format), channel or device, and redemption rate. The third section shows graphics for other membership trends, such as Partners, Households, and New Members.

To see additional information about the view

Hover over the Information button () to view a popup with detailed information about the view. This information is also provided below in Definitions.

To use the controls on the bottom toolbar

Refer to the Common Controls for Reports topic.

Definitions

The following definitions apply to the terms and features used in the view.

1. Map: Lets you drill down into data for all activity members in various provinces and states.
2. Registered before first purchase: Members who were registered on or before their first purchase in the date range.
3. Eligible metrics: Based on products that were eligible to earn base points.
4. Registration flag: Used to narrow down results for registered members.
5. Partner Linked Metrics: Not associated with transactions and not affected by registration filters such as New Linked and Linked as of End Date.
6. New Registrations: Also not affected by the Registration filter.

Visualizations

To control the visualizations in the Additional Member Details view:

1. Access the Additional Member Details view as described above.

2. Review the data displayed. See the Definitions above for more information about specific results.

3. Select the Eligible Metrics filter in the title bar of the first section to choose whether to show KPIs based on loyalty-eligible transactions (Yes) or standard metrics (No).

4. For more information about specific KPIs, set Show Trends on the top Snapshot title bar to Yes. This enables tooltip subsections for specific KPIs within the Activity Member Stats section, showing day-level trendlines comparing the current period to the same period in the previous year.

5. To refine the data displayed, click the Filters button and select one or more filters. Once selections are made, click the X next to Filters to close the dropdown. Filter options include:

   • Start Date and End Date (Current Period Date Range): Sets the date range within which the current period's KPIs are calculated and summarized.
   • Start Date and End Date (Comparison Period Date Range): Sets the date range for a comparison period, enabling comparison with the current period and showing percentage changes.
   • Date Group: Sets the date grouping unit (Day, Week, Month, or Year) used in visualizations.
   • Business Unit: Selects the business unit for which KPIs are shown.
   • Channel: Selects the sales channel (such as Console, POS, or App) at which the transaction was made.
   • Province/State: Selects the province or state for the transactions.
   • Device Type: Selects the device or terminal type for the transactions (such as Online, POS Terminal, Self-Checkout, or In-Store).
   • Registered as of End Date: Filters to show KPIs for members who were registered at the current period's end date.
   • Employee: Filters to show KPIs for employees or non-employees.

6. In the Additional Activity Members Info section, in the Members by Channel or Device chart, you can view members by Channel (POS, Online, or Console) or by Device type (POS Terminal, Self-Checkout kiosk, Online, or Console).

7. Hover over any of the charts in the Activity Member Stats section to view the data in text format.

Product Details View

The Product Details view shows member activity information such as spending and redemptions by product category. The top section shows summary metrics including the number of members with activity within the date range (and the percentage of overall members this represents), spending per member, quantity of units per member, spending associated with the loyalty program (and its percentage of overall spending), and total quantity (activity members multiplied by quantity per member).

The second section focuses on member purchases by product category — organized from most to least — including spend per category and average spend and number of transactions per member in each category.

The final section provides redemption data, specifically the number of members redeeming in each product category, redemption spend (in total dollars or transactions), and spend and redemption statistics.

In most metrics in the second and third sections, you can switch between two or three views by adjusting the slider at the top of the metric.

To use the controls on the bottom toolbar:

Refer to the Common Controls for Reports topic.

To view additional information about the view:

Hover over the Information button () to view a popup with detailed information about the view. This information is also provided below in Definitions.

Definitions

The following definitions apply to the terms used in the view.

1. Redemption Reward Amount from dollar-off redemptions is allocated to each product category purchase based on the Sales Ratio.
2. Redemption Spend Delta is the percentage of Redemption Spend (from total redemption spend) divided by the percentage of Loyalty Spend (from total).
3. Percentage of total for Activity Members and Loyalty Spend is always fixed from Total Members and isn't affected by drilling down into data using filters.
4. The Registration filter can be used to narrow down results to registered members. A member's registered status is based on the latest available information.

Visualizations

To control the visualizations in the Product Details view:

1. Access the Product Details view as described above.

2. Review the data displayed. See the Definitions above for more information about specific results.

3. Select the Eligible Metrics filter in the title bar of the first section to choose whether to show KPIs based on loyalty-eligible transactions (Yes) or standard metrics (No).

4. To refine the data displayed, click the Filters button and select one or more filters. Once selections are made, click the X next to Filters to close the dropdown. Filter options include:

   • Start Date and End Date (Current Period Date Range): Sets the date range within which the current period's KPIs are calculated and summarized.
   • Start Date and End Date (Comparison Period Date Range): Sets the date range for a comparison period, enabling comparison with the current period and showing percentage changes.
   • Date Group: Sets the date grouping unit (Day, Week, Month, or Year) used in visualizations.
   • Business Unit: Selects the business unit for which KPIs are shown.
   • Channel: Selects the sales channel (such as Console, POS, or App) at which the transaction was made.
   • Province/State: Selects the province or state for the transactions.
   • Device Type: Selects the device or terminal type for the transactions (such as Online, POS Terminal, Self-Checkout, or In-Store).
   • Registered as of End Date: Filters to show KPIs for members who were registered at the current period's end date.
   • Employee: Filters to show KPIs for employees or non-employees.
   • Product Group: Select all, specific, or Unknown product group categories to filter results to particular products.

5. Hover over any bar chart on the page to view additional data in text format or as a time series line chart, depending on the data type.

Member Segmentation View

The Segmentation view lets you drill down into metrics for selected segments of your loyalty program member pool. The top section lets you choose specific segments by clicking the segment name, then making selections among the options displayed. There are ten options available (only four are shown here).

The metrics shown below update to match your segmentation selections.

The second section, Analyze Your Own Segment, lets you define a large number of parameters to create a focused segment. Make selections from one or more of the filters to tailor your segment. The metrics below dynamically update to show data relevant to your segment as you build it.

To use the controls on the bottom toolbar:

Refer to the Common Controls for Reports topic.

To view additional information about the view:

Hover over the Information button () to view a popup with detailed information about the view. This information is also provided below in Definitions.

Definitions

The following definitions and notes apply to the terms used in the views.

Choose Your Segment Section

1. Extended member segments aren't available for certain business units.

2. By default, information shown is for all members. You can choose one or more segments to analyze. After selecting a segment, click the available option values to narrow down the members and analyze their data. Selected option values are highlighted and the data updates accordingly. Deselecting option values one by one reverts the charts back to their original settings.

3. The Reset button resets all segment option values.

4. Members are identified as being in segments based on the following definitions. Once identified, members are tracked and their segments are associated with all transactions during the month:

   • New/Existing: Members with their first purchase in the selected month (New) or who had already made a purchase previously (Existing).
   • Redeemer: Members with a redemption in the last 12 months including the current month (Redeemer), or with no redemption in the past 12 months (Non-Redeemer).
   • Registration: Members registered at any time in the current month, or unregistered.
   • Geographical: Members with transactions in stores in one selected province or state.
   • Digital Offers: Members who activated Load to Card (LTC) offers in the past six months including the current month.
   • Partnership: Members linked at any time in the current month to a particular partner (Partner X), or who were not linked.
   • RFM (Tiers): Members in their respective tiers on the last day of each selected month. Depending on the loyalty program, multiple tiers may be shown.
   • Extended Segments: Members with their respective extended member segment on the last day of each selected month. This may include segments such as Cherry Picker (members who only select discounted products or deals) or Recency (how recently there has been member activity).

5. The Business Unit filter is applied before calculating % of Total.

Analyze Your Segment Section

1. You can create your own segment as a grouping of members based on metrics such as spend, transactions, recency, and quantity.
2. Members are grouped regardless of any conditions or filters other than spend, transactions, date range, and quantity. Once members are identified, filters are applied, they are tracked over time, and their metrics are displayed in the dashboard.

Visualizations

To control the visualizations in the Member Segmentation view:

1. Access the Member Segmentation view as described above.

2. Review the data displayed. See the Definitions above for more information about specific results.

3. Select the Eligible Metrics filter in the title bar of the first section to choose whether to show KPIs based on loyalty-eligible transactions (Yes) or standard metrics (No).

4. To refine the data displayed, click the Filters button and select one or more filters. Once selections are made, click the X next to Filters to close the dropdown. Filter options include:

   • Month: One or more selected months for which to include data.
   • Top N Months - Segment: The number of months to show for the selected segments (enter a number).
   • Business Unit: Selects the business unit for which KPIs are shown.
   • Channel: Selects the sales channel (such as Console, POS, or App) at which the transaction was made.
   • Device Type: Selects the device or terminal type for the transactions (such as Online, POS Terminal, Self-Checkout, or In-Store).
   • Employee: Filters to show KPIs for employees or non-employees.

5. In the Choose Your Segment section at the top, click each filter you want to apply and choose an option from the values shown below it to refine the view of various metrics.

6. In the Analyze Your Own Segment section, set the filters at the top:

   • Start Date: The beginning of the date range to be shown.
   • End Date: The end of the date range to be shown.
   • Date Grouping: The date unit for displaying data: Days, Week, Month, Quarter, or Year.
   • Top N Date: The number of bars to display in the bar charts (up to 14), showing the top values by members or spend in the selected date range.
   • Business Unit: Select a specific business unit.
   • Channel: Choose a specific channel through which members access their offers.
   • Province/State: Choose the province or state in which the member resides.
   • Registration: Select whether members are registered in the loyalty program.
   • Device Type: Choose the device type through which members access their offers.
   • Employee: Filter to show KPIs for employees only or non-employees only.

7. Select any additional controls (such as Member versus Spend, or filtering dropdowns) in the charts to refine the information shown.

8. Hover over any bar chart to view the data in text format.

Member Segments Comparison View

The Segments - Comparison view lets you compare data from different segments to identify similarities and differences. You can set up each segment group with up to three segments. Once both segment groups are configured, comparative data is shown in the visualizations below.

To use the controls on the bottom toolbar:

Refer to the Common Controls for Reports topic.

To view additional information about the view:

Hover over the Information button () to view a popup with detailed information about the view. This information is also provided below in Definitions.

Definitions

The following definitions and notes apply to the terms used in the views.

1. You can select up to three segments for each of the two combinations and compare key KPIs across them.
2. Extended Member segments aren't available for certain business units. If selected, the combination isn't considered valid and data won't be available.
3. The filters are shown when clicking the Filters button and hidden when clicked again. At any given time, the latest N date elements (maximum 12) are shown in trend graphs. You can select your own date elements using the filter selection.

Visualizations

To control the visualizations in the Members Segments Comparison view:

1. Access the Members Segments Comparison view as described above.

2. Review the data displayed. See the Definitions above for more information about specific results.

3. To refine the data displayed, click the Filters button and select one or more filters. Once selections are made, click the X next to Filters to close the dropdown. Filter options include:

   • Top N Months: The number of months of data to display in the bar charts (up to 12), showing the top values by members or spend in the selected date range.
   • Year Month: Select the year and month for one or more months.
   • Business Unit: Select a specific business unit.
   • Channel: Choose a specific channel through which members access their offers.
   • Device Type: Choose the device type through which members access their offers.

4. Select the Eligible Metrics filter in the title bar of the first section to choose whether to show KPIs based on loyalty-eligible transactions (Yes) or standard metrics (No).

5. Choose the segment combinations to compare (1st and 2nd combinations). The segment value selected for the 1st combination should correspond to the selection for the same segment in the 2nd combination — otherwise, results for the 2nd combination may not be shown. For example, if Redeemer is selected for Segment 3 in the 1st combination, then Redeemer or Non-Redeemer should be selected for Segment 3 in the 2nd combination.

6. In the Members & % of Total chart, you can view data by Members or Spend, and the applicable metrics by Number or Percent.

7. The middle line chart (default: Txn per Mbr) compares segment combinations directly. The default is transactions per member (the average number of transactions per member during the selected date range). Click the buttons at the top of the chart to switch to one of the following:

   • Spend per Mbr: Average amount spent per member during the selected date range.
   • Spend per Txn: Average amount spent per transaction during the selected date range.
   • Qty per Mbr: Average quantity purchased per member during the selected date range.
   • Qty per Txn: Average quantity purchased per transaction during the selected date range.

8. Choose the relevant options in the bar charts. For Members & % of Total, you can filter on Members or Spend and display data as a number or as a percentage of membership. In the Points Issuance - Per Member chart, select Points or Reward $, then choose whether to view total points or dollars awarded or just bonus rewards. Note: If you select Rewards $, the chart title changes to Rewards $ Issuance - per Member.
9. Hover over any bar or line chart to view the data in text format.

Data Cube View

The Data Cube view lets you drill up and down through KPIs using combinations of available dimensions. The data points shown are included and defined in the other views.

To use the controls on the bottom toolbar:

Refer to the Common Controls for Reports topic.

To view data in the Data Cube view:

1. Access the Data Cube view as described above.

2. Select the Date Grouping (Days, Week, Month, Quarter, or Year) to apply to the data.

3. If required, make up to three Dimension selections (Channel, Device Type, or Province/State) to further refine the data shown.

4. Choose additional filter options:

   • Metrics: View the data cube for all metrics or select specific ones from the available list.
   • Eligible Metrics: Choose whether to show KPIs based on loyalty-eligible transactions (Yes) or standard metrics (No).
   • Registration as of End Date: View data for registered, unregistered, or all members.
   • Business Unit: Specifies the business unit for which data is displayed.
   • Channel: Filters by selected channels (Console, POS, or Webpos).
   • Device Type: Filters by selected device type (Console, POS Terminal, Self Checkout, or Webpos).
   • Employee: Includes or excludes employee data.

5. Hover over a number in the Data Cube view to see more information about that data point in text format.