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Key Performance Indicators

Learn the definitions and calculations of key metrics shown in Analytics for Loyalty dashboards.

Required Editions

Available in: Developer, Enterprise, Performance, and Unlimited Editions that have Loyalty Management enabled

This table lists the key metrics and their calculations.

Metric Description Calculation
Accrual Reversals Total number of accrual reversal transactions in a selected period.

Number of unique values in the Transaction Journal ID field in the Loyalty Ledger object.

Filters applied:

  • Event Type is Debit
  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Accrual Reversal
  • Member Type is either Individual or Corporate
  • Journal ID field values are the same in Loyalty Ledger object and the Transaction Journal object
Accrual Promo Spend Total liability for a selected promotion program.

(Number of Points Accrued x Cost Per Accrued Point) + (Number of Vouchers x Cost Per Voucher)

Filter applied: Journal Type is Accrual.
Acquisition by Channel Members enrolled through the same channel.

Number of members with the same Enrollment Channel field value in the Loyalty Program Member object.

Filter applied: Enrollment Date is during the period selected in the Duration filter.
Acquisition by Referral

Members who joined through referrals.

Yes, if the member joined through a referral. Otherwise, no.
  • If the member joined through a referral: Number of members with a value in the Referred By Id in the Loyalty Program Member object.
  • If the member didn’t join through a referral: Number of members with no value in the Referred By Id field in the Loyalty Program Member object.
Accrued Points Reversed Total accrued points reversed in a selected period.

Sum of all Points field values in the Loyalty Ledger object.

Filters applied:

  • Event Type is Debit
  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Accrual Reversal
  • Journal ID field values are the same in the Loyalty Ledger object and the Transaction Journal object
Agent Name of the agent who modified the loyalty points. Value of the Created By field in the Loyalty Ledger object.
Avg Transaction Amount by Membership Duration The average transaction amount based on membership duration.

(Sum of Transaction Amount field values in the Transaction Journal object) / (Number of members in the membership duration group)

Filters applied:

  • The Activity Date is within the period selected in the Duration filter
  • Journal Type is Accrual
Change in NQP Change in non-qualifying points redeemed. ((NQP Redeemed in the period selected in the Duration filter) - (NQP Redeemed in the period selected in the Compare To filter) / (NQP Redeemed in the period selected in the Compare To filter)) x 100
Change in NQP Redeemed for Products Percentage change in non-qualifying points redemption when compared to a previous period. ((NQP Redeemed during the period selected in the Duration filter - NQP Redeemed during the period selected in the Compare To filter) / (NQP Redeemed during the period selected in the Compare To duration)) x 100
Credited Points Total points credited.

Sum of Points field values in the Loyalty Ledger object.

Filters applied:

  • Currency Type is either Non Qualifying or Qualifying
  • Event Type is Credit
  • Journal Id matches with Journal Id in Transaction Journal
  • Activity Date in Transaction Journal is within the period selected in the Duration filter
  • Journal Type is Manual Points Adjustment
CSAT Customer Satisfaction score for a selected period. ((Response Value) / (Max Question Choice Value)) x (Default Scale) /(Total Responses)
Debited Points Total points debited.

Sum of Points field values in the Loyalty Ledger object.

Filters applied:

  • Currency Type is either Non Qualifying or Qualifying
  • Event Type is Debit
  • Journal Id matches with Journal Id in Transaction Journal
  • Activity Date in Transaction Journal is within the period selected in the Duration filter
  • Journal Type is Manual Points Adjustment.
Inactive Member Composition

Composition of the inactive member base:

  • Members with at least one transaction in the period selected in the Duration filter and no transactions in the period selected in the Inactive Duration filter.
  • Members with no transactions in the period selected in the Duration filter and the Inactive Duration filter, but have at least one transaction in the period before the selected duration.
  • Members with no transactions.
  • Number of loyalty program members by the end of the period selected in the Duration filter with at least one record in the Transaction Journal object.

    Filters applied:

    • Activity Date is within the period selected in the Duration filter
    • Journal Type is Accrual or Redemption
    • Member Type is either Individual or Corporate
    • No records exist in the period selected in the Inactivity Duration filter
  • Number of loyalty program members by the end of the period selected in the Duration filter with at least one record in the Transaction Journal object.

    Filters applied:

    • Activity Date is before the period selected in the Duration filter
    • Journal Type is Accrual or Redemption
    • Member Type is either Individual or Corporate
    • No records exist in the period selected in the Inactivity Duration filter
  • Number of loyalty program members by the end of the period selected in the Duration filter with no records in the Transaction Journal object.

    Filters applied:

    • Journal Type is Accrual or Redemption
    • Member Type is either Individual or Corporate
Inactive Members The number of members with no transactions in a selected period.

Number of members with no records in the Transaction Journal object where the Activity Date is based on the period selected in the Inactivity Duration filter.

Filter applied: Journal Type is Accrual or Redemption.
Last Transaction Total latest transaction amount.

Sum of latest transactions by all loyalty program members in a month.

Filter applied: Member Type is either Individual or Corporate.
Liability Total outstanding liability of a loyalty program. (Points Balance field value from the Loyalty Member Currency object x Cost per Unit field value from the Loyalty Program Currency object) + (Number of records in the Voucher object where the Status field value is Issued x Cost Per Voucher field value in the Voucher Definition object)
Members by Membership Duration Number of members grouped by membership duration.

Number of members grouped by these membership duration groups:

  • Less than 1 month
  • 1–3 months
  • 3–6 months
  • 6–9 months
  • 9–12 months
  • 1–2 years
  • 2–5 years
  • 5+ years

Member Duration = Today – Enrollment Date.
Members by Tier Number of members in a tier.

Number of all members with the same tier name.

Filter applied: Member Type is either Individual or Corporate.
Members by Type Number of Members who are of the same member type. Number of all members with the same Member Type.
Member Services CSAT Customer Satisfaction for the assistance provided to the loyalty program members. (Response Value / Max Question Choice Value) x (Default Scale/Total Responses)
Members with 0 Transactions Numbers of members with no transactions till date.

Number of Loyalty Program Member Id field values in the Loyalty Program Member object.

Filters applied:

  • No records exist in the Transaction Journal object
  • Enrollment Date is within the period selected in the Duration filter
  • Journal Type is Accrual in the Transaction Journal object
  • Member Type is either Individual or Corporate
Members With One Transaction Number of members with only one transaction till date.

Number of Loyalty Program Member Id field values in the Loyalty Program Member object.

Filters applied:

  • Only one record in the Transaction Journal object
  • Enrollment Date is within the period selected in the Duration filter
  • Journal Type is Accrual
  • Status is Processed
  • Usage Type is Loyalty
  • Member Type is either Individual or Corporate
Members with Modifications Members for whom manual changes were made.
  • When history tracking isn’t enabled: Number of unique Member Id field values from the Transaction Journal object.

    Filters applied:

    • Activity Date is in the period selected in the Duration filter
    • Journal Type is Accrual Reversal, Redemption Reversal, or Manual Points Adjustment.
  • When history tracking is enabled and data exists in the Loyalty Member Tier History object: Unique members from the Loyalty Ledger object (where Journal Type is Accrual Reversal, Redemption Reversal, or Manual Points Adjustments) and the Loyalty Member Tier History object (where Created Date is within the period selected in the Duration filter, and both old and new values exist in the Loyalty Tier field).

    Filters applied: Journal Type is Redemption Reversal or Member Type is either Individual or Corporate.
Members With Transactions The percentage of the member base with transactions in the selected period.

((Count of unique Member Id field values in the Transaction Journal object where Activity Date is in the period selected in the Duration filter and Journal Type is Accrual or Redemption) / (Count of loyalty program members by the end of the period selected in the Duration filter)) x 100

Filters applied:

  • Journal Type is Accrual
  • Member Type is either Individual or Corporate.
Member Value The value of the member based on points balance, NQP Accrued, NQP Redeemed, and Transaction Amount.

Member Value / Program Value

Filters applied:

  • Journal Type is Accrual
  • Member Type is either Individual or Corporate.
Members Whose Points Expired Number of members with expired points.

Number of unique members with Loyalty Program Member Id matching the Member Id in the Loyalty Ledger object.

Filters applied:

  • In the Loyalty Ledger object, Event Type is Expiry and Created Date is within the period selected in the Duration filter
  • Currency Type is Non-Qualifying in the Loyalty Program Currency object.
Modifications Number of manual changes made.

Number of rows in the Transaction Journal object.

Filters applied:

  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Accrual Reversal, Redemption Reversal, or Manual Points Adjustment
  • Journal Type is Redemption Reversal
  • Member Type is either Individual or Corporate
Modifications by Type Manual adjustments by Type.

Number of unique Transaction Journal Id field values in the Loyalty Ledger object.

Filters applied:

  • Activity Date is within the period selected in the Duration filter
  • In the Transaction Journal object, Journal Type is Accrual Reversal, Redemption Reversal, or Manual Points Adjustment where Event Type is either Credit or Debit
  • Member Type is either Individual or Corporate
Number of Transactions Number of transactions in a selected period.

Number of rows in the Transaction Journal object.

Filters applied: Journal Type is Accrual or Redemption, Activity Date is in the period selected in the Duration filter, and Member Type is either Individual or Corporate.
NPS Net Promoter Score of a program for a selected period. (Total Promoters) - (Total Detractors) / (Total Responses)
NQP Accrued Total non-qualifying points accrued in a selected period.

(Sum of points from Loyalty Ledger object where Transaction Journal type is Accrual, Ledger Event Type is Credit, and Currency Type is Non Qualifying) + (Sum of points from Loyalty Ledger object where Transaction Journal type is Manual Points Adjustment, Ledger Event Type is Credit, and Currency Type is Non Qualifying) - (Sum of points from Loyalty Ledger object where Transaction Journal type is Manual Points Adjustment, Ledger Event Type is Debit, and Currency Type is Non Qualifying)

Filters applied: Member Type is either Individual or Corporate.
NQP Accrual Reversal Points Total non-qualifying points debited because of accrual reversals.

Sum of Points field values in the Loyalty Ledger object for a non-qualifying currency.

Filters applied:

  • Event Type is Debit
  • Journal Id in the Loyalty Ledger object matches the Journal Id in the Transaction Journal object
  • Activity Date in Transaction Journal is within the period selected in the Duration filter
  • Journal Type is Accrual Reversal
NQP Expired Total non-qualifying points expired in a selected period.

Sum of all Points field values in the Loyalty Ledger object.

Filters applied:

  • Event Type is Expiry
  • Created Date is within the period selected in the Duration filter
  • Currency Type is Non Qualifying
NQP Credited Total non-qualifying points credited.

Sum of Points field values in the Loyalty Ledger object where Currency Type is Non Qualifying.

Filters applied:

  • Event Type is Credit
  • Journal Id matches with Journal Id in Transaction Journal
  • Activity Date in Transaction Journal is within the period selected in the Duration filter
  • Journal Type is Manual Points Adjustment.
NQP Debited Total non-qualifying points debited.

Sum of Points field values in the Loyalty Ledger object.

Filters applied:

  • Currency Type is Non Qualifying
  • Event Type is Debit
  • Journal Id matches with Journal Id in Transaction Journal
  • Activity Date in Transaction Journal is within the period selected in the Duration filter
  • Journal Type is Manual Points Adjustment
NQP Redeemed Total non-qualifying points redeemed in a selected period.

Sum of points from Loyalty Ledger object.

Filters applied:

  • Transaction Journal Type is Redemption
  • Ledger Event Type is Debit
  • Currency Type is Non Qualifying
NQP Redemption Reversal Points Total non-qualifying points credited because of redemption reversals.

Sum of Points field values in the Loyalty Ledger object for a non-qualifying currency.

Filters applied:

  • Event Type is Credit
  • Journal Id matches with Journal Id in Transaction Journal
  • Activity Date in Transaction Journal is within the selected duration
  • Journal Type is Redemption Reversal
NQP to Revenue Ratio The ratio of non-qualifying points to Revenue. NQP Accrued / Total Revenue
New Members Number of new members in a loyalty program. Number of members who enrolled within the Enrollment Date in the period selected in the Duration filter.
Partner NQPs Redeemed Non-qualifying points redeemed from a partner.

Sum of all Points field values in the Loyalty Ledger object.

Filters applied:

  • Event Type is Debit
  • Journal Id matches with the Journal Id in the Transaction Journal object
  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Redemption
  • Status is Processed
  • Currency Type is Non Qualifying
  • Usage Type is Loyalty in the Transaction Journal object
Percentage of Inactive Members The inactive member base as a percentage of the total member base.

((Inactive Members) / (Total Members)) x 100

Filter applied: Member Type is either Individual or Corporate.
Points Balance to Date Total points balance as of today. Sum of all Points Balance field values in the Loyalty Member Currency object.
Points Contribution to Liability The impact of the accrued, redeemed, and expired points on the liability.

Increase in liability:

  • Total NQP Accrued x Cost per Currency Unit

Decrease in liability:

  • Total NQP Redeemed x Cost per Currency Unit
  • Total NQP Expired x Cost per Currency Unit

Filter applied: Member Type is either Individual or Corporate.
Product NQP Redeemed Total non-qualifying points redeemed to purchase products or product categories.

Sum of all Points field values in the Loyalty Ledger object.

Filters applied:

  • Either a Product Id or Product Category Id value exists in the Transaction Journal object
  • Currency Type is Non Qualifying
Promotion Revenue Revenue generated by a promotion program.

Sum of all Transaction Amount field values in the Transaction Journal object.

Filter applied: Activity Date is within the period selected in the Duration filter.
QP Credited Total qualifying points credited.

Sum of Points field values in the Loyalty Ledger object where Currency Type is Qualifying.

Filters applied:

  • Event Type is Credit
  • Journal Id matches with Journal Id in Transaction Journal
  • Activity Date in Transaction Journal is within the period selected in the Duration filter
  • Journal Type is Manual Points Adjustment
QP Debited Total qualifying points debited.

Sum of Points field values in the Loyalty Ledger object where Currency Type is Qualifying.

Filters applied:

  • Event Type is Debit
  • Journal Id matches with Journal Id in Transaction Journal
  • Activity Date in Transaction Journal is within the period selected in the Duration filter
  • Journal Type is Manual Points Adjustment
Redemption Reversals Total number of redemption reversal transactions in a selected period.

Number of unique values in the Transaction Journal ID field in the Loyalty Ledger object.

Filters applied:

  • Event Type is Debit
  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Redemption Reversal
  • Journal ID field values are the same in the Loyalty Ledger object and the Transaction Journal object
Redemption Partners Number of loyalty program partners with redemption transactions.

Number of all unique Loyalty Partner Id field values in the Transaction Journal object.

Filters applied:

  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Redemption in the Transaction Journal object
Redeemed Points Reversed Total redeemed points reversed in a selected period.

Sum of all Points field values in the Loyalty Ledger object.

Filters applied:

  • Event Type is Debit
  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Redemption Reversal
  • Journal ID field values are the same in the Loyalty Ledger object and the Transaction Journal object.
Redemption Products Products that members can purchase by redeeming the non-qualifying points.

Number of unique Product Id field values in the Transaction Journal object where the Product Id matches the Product Id in the Loyalty Partner Product object + Number of unique Product Category Id field values in the Transaction Journal object where the Product Category Id matches the Product Category Id in the Loyalty Partner Product object.

Filters applied:

  • Journal Type is Redemption
  • Activity Date is within the period selected in the Duration filter
Redemption Reversals Total number of redemption reversal transactions in a selected period.

Number of unique values in the Transaction Journal ID field in the Loyalty Ledger object.

Filters applied:

  • Event Type is Debit
  • Activity Date is in the period selected in the Duration filter
  • Journal Type is Redemption Reversal
  • Journal ID field values are the same in the Loyalty Ledger object and the Transaction Journal object
Redemption Rate Ratio of non-qualifying points redeemed to non-qualifying points accrued.

Non-qualifying points redeemed / Non-qualifying points Accrued.

Filters applied: Member Type is either Individual or Corporate.
Redemption Transactions by Partner Number of redemption transactions from a partner.

Number of unique Transaction Journal Id field values in the Loyalty Ledger object where the Journal Id matches the Journal Id in the Transaction Journal object.

Filters applied:

  • Event Type is Debit
  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Redemption
Referrals Number of members who joined through referrals.

Number of Loyalty Program Member Id field values in the Loyalty Program Member object.

Filters applied:

  • A value exists in the Referred By Id field
  • Enrollment Date is within the period selected in the Duration filter
Referrers Total number of referrers.

Number of unique members from the loyalty program with Member Id matching the Referred By Id of another record of the program.

Filter applied: Enrollment Date is within the period selected in the Duration filter.
Referrer to Referral Ratio The ratio of referrers to referrals. Total number of referrals / Total referrers
Revenue Revenue generated by a loyalty program in a selected period.

Sum of all Transaction Amount field values in the Transaction Journal object.

Filters applied:

  • Activity Date is within the period selected in the Duration filter
  • Journal Type is Accrual
Responses Responses received for an NPS or CSAT survey question. Number of responses received.
Tier Changes Number of tier changes in a selected period.

When history tracking is enabled and data exists in the Loyalty Member Tier History object, number of rows in the Loyalty Member Tier History object where both old and new values exist in the Loyalty Tier field.

Example: If a member has a tier change from Silver to Gold and Gold to Platinum, then the total tier changes are two. The tier change history is Silver (old value) to Gold (new value) and Gold (old value) to Platinum (new value).

Filter applied: Created Date is within the period selected in the Duration filter.
Tier Change History All tier changes

When history tracking is enabled and data exists in the Loyalty Member Tier History object, number of rows in the Loyalty Member Tier History object where both old and new values exist in the Loyalty Tier field.

Example: If a member has a tier change from Silver to Gold and Gold to Platinum, then the total tier changes are two. The tier change history is Silver (old value) to Gold (new value) and Gold (old value) to Platinum (new value).

Filter applied: Created Date is within the period selected in the Duration filter.
Transactions Total count of transactions in a selected promotion program.

(Number of transactions in Ledger and Transaction Journal object) + (Number of transactions in the Voucher object)

Filters applied:

  • Journal Type is Accrual or Redemption
  • Activity Date is within the period selected in the Duration filter.
Transaction Frequency The frequency of transactions by loyalty program members.

Median (Average number of days between transactions by all members)

Filters applied:

  • Journal Type is Accrual or Redemption
  • Member Type is either Individual or Corporate
  • Activity Date is in the period selected in the Duration filter in the Transaction Journal object
Voucher Liability Total voucher liability of a loyalty program. Number of records in the Voucher object where the Status field value is Issued x Cost Per Voucher field value in the Voucher Definition object.

Common Filters

These filters apply to all the metrics shown in Analytics for Loyalty dashboards:

  • Status is Processed.
  • Usage Type is Loyalty. This filter is applicable only for Transaction Journal object fields.