Program Performance
Program Performance is the top-level dashboard for understanding the overall health and evolution of the loyalty program. It is the primary view for loyalty program managers, finance teams, and senior stakeholders who need to answer the question: is our loyalty program growing, and is it financially sound?
It provides a unified view of member growth, points economy (liability and redemption), tier distribution, and customer retention — all in one place, without needing to pull individual campaign or category reports.
Use Cases
| Use Case |
|---|
| → Monitor total active loyalty members and enrollment growth month over month. |
| → Track available points vs. redeemed points to manage the program's financial liability. |
| → Analyze tier distribution: what % of members are Bronze, Silver, Gold, and how it shifts over time. |
| → Review churn rate trends to evaluate whether the program is retaining customers effectively. |
| → Benchmark average cart size and purchase frequency of loyalty members vs. non-members. |
| → Measure the impact of the loyalty program on incremental revenue vs. a control group. |
| → Track redemption rates by reward type to understand which catalog items drive the most engagement. |
Filters
Filters are applied at the top of the page and cascade to all charts within the selected section:
| Filter | Description |
|---|---|
| Date From / To | Analysis window. All metrics reflect activity within this period. |
| Country | Restrict to one or more countries |
| Store | Restrict to specific store locations or groups |
| Segment | Filter by a saved customer audience |
Save your most-used filter combination (e.g. last 30 days, your main market) using the Save Filters option. It will be available for one-click reuse in future sessions.
Dashboard Sections
Overview
High-level KPIs and trend charts covering the full loyalty program for the selected period.
| KPI | Description |
|---|---|
| Total Active Members | Customers currently enrolled in the loyalty program and active (not churned or anonymized) |
| New Enrollments | Members who joined during the selected period |
| Churn Rate | % of members who became inactive or left during the period |
| Points Issued | Total points earned by customers during the period |
| Points Redeemed | Total points burned (cashback or reward redemptions) during the period |
| Points Liability | Outstanding points balance in monetary equivalent — the program's financial exposure |
| Redemption Rate | Redeemed points / Issued points — indicates how actively members are spending their balance |
Customers
Analytics focused on the loyalty member base over time.
| KPI | Description |
|---|---|
| Active vs. Inactive Members | Members with at least one transaction in the period vs. enrolled but non-purchasing |
| New Registrations | Enrollment count by period, channel, and location |
| Churn | Members who dropped below the activity threshold or unsubscribed |
| Average Cart (members vs. non-members) | Purchase size comparison — measures loyalty program uplift |
| Purchase Frequency | Average transactions per member per period |
Audiences
Segment-level performance — how specific customer audiences behave within the program.
| KPI | Description |
|---|---|
| Audience Size | Number of customers in each saved segment |
| Audience Growth | Evolution of segment size over the selected period |
| Purchase Frequency by Segment | Average transactions per period for each audience |
| Average Cart by Segment | Comparison of spend per visit across audience groups |
| vs. Non-Members | Uplift ratio: members in this audience vs. equivalent non-member behavior |
Contactability
Communication reachability of the loyalty member base.
| KPI | Description |
|---|---|
| Email Reachable % | % of members with a valid, opted-in email address |
| SMS Reachable % | % of members with a valid, opted-in phone number |
| Push Reachable % | % of members with push notifications enabled |
| Contactability Trend | Evolution of reachability over time — tracks impact of consent collection campaigns |
How It Works
Program Performance reads from the BigQuery data warehouse, which consolidates transaction, customer, and score data from the Streaming API ingestion pipeline. Filters applied at the top of the page (date range, country, store) cascade to all charts within the selected section.
Data is refreshed daily. Use the "Synchronization at" timestamp visible on each panel to confirm data freshness before sharing with stakeholders.