Summary
The Customer reports help you evaluate your loyalty program: how many members you have, who is active, who is about to churn, which vouchers work, and the points and prepaid balances in circulation.
Where to find it
Admin dashboard → Reports → Customers. Or from the Dashboard, click View loyalty report →.
Common filters: shop (all or one) and date / date range. Some tabs have an Export Excel button.
1. Loyalty health
Overall scorecard (out of 100, with a letter grade A/B/C…): rates your loyalty program on 5 metrics – Acquisition, Engagement, Redemption, Retention, Satisfaction – compared with the industry average and top performers.
Recommendations: suggested actions (e.g. create a win-back workflow, turn on referrals, highlight hot vouchers).
Customers overview: total members, active, active rate, new sign-ups, at-risk; by tier and by source.
Churn risk: members inactive for 30–90 days and the value you could lose if they don't return.
Program ROI: return on your loyalty investment.
2. Registration
Total members, new members, growth rate, and sign-up trends by source and by shop. Registrations by staff shows how many new members each staff member created, how many customers self-registered, and attribution coverage (share of sign-ups linked to a staff member).
3. RFM Segmentation
RFM groups customers by 3 factors: Recency (last purchase), Frequency (how often they buy) and Monetary (how much they spend). Metrics: Total customers, Champions (best customers), At risk, Lost. Includes distribution and revenue by segment, an RFM matrix and a member detail table by segment (R, F, M, revenue).
4. Loyalty Points
Total points earned, points redeemed, current points balance and points expiring in the next 30 days.
5. Voucher ROI
Total vouchers issued, redemption rate, revenue from orders using vouchers, average ROI, discount cost, voucher pool; trends, breakdown by voucher type, a Top vouchers table (discount, issued, used, redemption rate, revenue, ROI) and Insights with improvement tips.
6. Redeem
Active rewards, vouchers issued from points redemption, number used and rate, total points spent, members who redeemed, trend over time and Top 10 rewards.
7. Prepaid balance
Total prepaid wallet balance in circulation, number of customers holding a balance, the topped-up portion and the bonus portion. Breakdown by transaction type: Order payment, Top-up, Refund, Adjustment, Manual deduction, plus a transaction detail table (member, type, amount, balance before/after, date).
8. Activity
Member activity statistics over time.
Notes
Figures depend on the shop and date filters – check them before comparing.
Customer personal data (name, phone) in reports is for customer care purposes only.
FAQ
Q: What should I do if the overall score is low?
A: Check the Recommendations and the radar chart to find the weakest metrics, and focus on improving 1–2 of them first.
Q: What are "At-risk" customers?
A: Members with no activity in the last 30–90 days. Send a personalised voucher or give them a call before they become Lost.
Q: How do I see which staff signed up the most members?
A: Registration tab → Registrations by staff.
Loyalty video guides (reference)
These videos were recorded on an earlier version of the interface (in Vietnamese) and may look slightly different today. Videos have no sound.
Video: Create a member
Video: Create membership tiers
Video: Set up points earning
Video: Create a voucher
Video: Create a survey
Video: Create an automation