Tier Rollover Report

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

The Tier Rollover report lets marketers monitor how tier rollover processing from one period to the next affects members. Key definitions include:

1. Members Retained: Members who maintain their tier status from one period to the next.
2. Members Downgraded: Members who move to a lower tier from the first period to the following period.
3. Members Upgraded: Members who move to a higher tier from the first period to the following period.
4. Tier 0: Represents the lowest tier.

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For more information about specific metrics within this report, see the Loyalty Product Reporting Training Handbook available from your Exchange Solutions representative.

Access, manage, and filter the report

To access the Tier Rollover report:

1. Navigate to Insights > Reports Overview > Standard Reports.
2. Click Loyalty Performance > Loyalty Members > Tier Rollover. The Tier Rollover report is displayed.

To use the controls on the bottom toolbar, refer to the Common Controls for Reports topic.

To view definitions of terms and usage notes, hover over the logo in the upper left corner of the report. The definitions and notes appear in a popup window.

To filter the results in the Tier Rollover report:

1. Access the Tier Rollover report as described above.
2. Select the Benefit Period Start Date. This sets the beginning of the benefit period in focus. The end date and banner range are automatically populated from this selection. All summary tile sections update to reflect the selected period's cohort.
3. View the information in the dashboard sections or tiles. Information about the calculations and sections is provided below.

Summary Section

The top section provides an at-a-glance view of member tier movement for the selected benefit period and shows distribution by destination tier.

Once a Benefit Period Start Date is selected, the end date and banner range are automatically populated. The start date can be changed to view different periods.

The metrics shown in the tiles include:

1. Total Members: Distinct members evaluated in the selected period.
2. Members Retained: Count and share of total members whose tier matched the prior period. The breakdown shows the retained tier.
3. Members Downgraded: Count and share of total members whose tier decreased compared to the prior period. The breakdown shows the destination tier.
4. Members Upgraded: Count and share of total members who moved up at any time during the current period. The breakdown shows the highest tier reached.

Regarding the percentage calculations shown in the tiles:

• Headline percentages for Retained, Downgraded, and Upgraded use Total Members as the denominator.
• Percentages within a tile's breakdown (for example, Rollover Retain Tier 2) use the tile's own total as the denominator and sum to approximately 100% (minor rounding differences may occur).
• Retained + Downgraded + Upgraded don't necessarily equal Total Members. This is expected because Upgraded is an in-period movement metric — a member can be retained or downgraded relative to the prior period and also have been upgraded at some point during the current period.

Details for All Periods Section

This section lists detailed figures that feed the summary metrics, letting you compare movement across all benefit period dates visible on the page.

Clicking a metric cell updates the Trend Explorer to display the time series for that metric across visible periods. Clear the selection to reset.

The Benefit Period Start Date can be changed to view different periods. The end date and banner range update automatically.

The metrics shown include:

1. Benefit Period Start Date: The first date of the period represented by the row.
2. Benefit Period End Date: The last date of the period represented by the row.
3. Upgrade to Tier 3, Tier 2, Tier 1, Tier 0: Distribution of upgraded members by the highest tier reached in the period.
4. Members Upgraded: Count of members who moved up within the same period relative to their tier at period start.
5. % Members Upgraded: Members Upgraded divided by Total Members.
6. Members Downgraded: Count of members ending the current period in a lower tier than the prior period.
7. % Members Downgraded: Members Downgraded divided by Total Members.
8. Downgrade to Tier 2, Tier 1, Tier 0: Distribution of downgraded members by destination tier.
9. Members Retained: Number of members who retained their prior period tier.
10. % Members Retained: Members Retained divided by Total Members.
11. Rollover Retain Tier 3, Tier 2, Tier 1, Tier 0: Distribution of retained members by tier. Percentages shown in the summary tile are within the retained group.
12. Total Members: Distinct count of members in scope for that period.
13. New to Tiers: Members newly introduced to the tier program in that period.

Trend Explorer Section

The bottom section visualizes the time series for a metric selected in the Details table, enabling quick trend assessment across benefit period dates.

The Benefit Period Start Date can be changed to view different periods. The end date and banner range update automatically.

To view more details in this section:

1. Click a metric cell in the Details table to update the corresponding trend chart. The chart's Y-axis title and data points reflect the selected metric; the X-axis shows each benefit period start date.
2. Hover over points in the trend chart for exact values and dates.
3. Change the selection to another metric or row in the Details section at any time — the chart updates immediately.
4. To reset the trend view, clear the table selection in the Details section.