With the Loyalty reports, you can gain helpful insights about your customers, such as:
- Average spend from Loyalty Customers vs Non-Loyalty Customers
- Total floating cashback
- Customer retention
- Total claimed and redeemed cashback
- Sales breakdown by Loyalty Customers vs Non-Loyalty Customers
Because of the way that the customer reports are generated, they might not show all the activity of your store from the past 30 minutes.
View Your Loyalty Report
From your StoreHub BackOffice, go to Reports > Loyalty.
To view this report, make sure you have access to General > Reports. Speak to your manager (or the BackOffice account owner) if you can't view this page.
The average spend shows the average total spend from your customers. The counters above show your Loyalty Customers' total spend (lifetime) is MYR100.00 on average, while your Non-Loyalty Customers spend MYR80.00 on average.
According to research, loyalty customers can spend up to 40% more than first-time customers.
Total Floating Cashback / Store Credit
The total floating cashback shows the value of cashback or store credit in all your customers' accounts which are yet to be redeemed.
Cashback or store credit is a good way to drive your customers to come back and shop with you again. A high floating cashback number means you have a lot of opportunity to invite your customers to come back again.
The customer retention chart shows your customers' purchasing behaviour with your business.
From the chart above, 643 customers had at least 1 transaction with the business. These 643 customers also include those who had a total of 2 or more transactions. In other words, 309 customers made only 1 transaction with the business (643 minus 334).
This chart is useful to deduce at which point your customers may turn into loyal customers. As shown in the graph, 52% of your 1st time customers will make a 2nd purchase (643 vs 334). But 80% of customers with a 4th purchase will make a 5th purchase (198 vs 158). This suggests your customers are more likely to become a Loyal Customer to you when they have shopped with your business for the 4th time.
You can change your marketing efforts to focus on pushing your customers into a 4th purchase. Consider running promotions to incentivise your customers.
Claimed & Redeemed Cashback / Store Credit
The counter above shows RM731.50 cashback/store credits were claimed by your customers, while RM347.07 cashback/store credits were redeemed by your customers. You can filter this by date and store to see how each store is performing in terms of the loyalty program.
The charts above show a sales comparison between Loyalty Customers vs Non-Loyalty Customers. While some may think a business should have high Loyalty Customer sales, this also indicates the business is not growing in terms of getting new customers or markets.
You can use this number to guide your decision when it comes to marketing to new or existing customers.
- If your customers are not coming back, then you should consider spending more efforts in making sure it's easy for your customers to return instead of getting even more new customers.
- If your sales are mostly from Loyalty Customers, you may consider advertising on new channels or target a different segment to expand your market.
Loyalty Customers: Customers who are registered into StoreHub by saving their information. A transaction can be linked to a customer and that's how we calculate average spend and other important metrics.
Non-Loyalty Customers: Walk-in customers who make transactions but don't have their transaction information recorded.
Claim cashback/store credit: Your customer collects cashback/store credits, to be used in their next transactions
Redeem cashback/store credit: Your customer uses cashback/store credits to discount on an existing transaction.