See exactly what's happening in your loyalty program, guest by guest. The loyalty reports give you the detail behind your numbers: who has joined, what each guest is earning and what they are redeeming, tied to bookings and sales channels and ready to export.
Use this guide to find, read, filter and export the three loyalty reports. For the big-picture trends and revenue impact, use the loyalty dashboards in Analytics.
How it works
There are three loyalty reports, each answering a different question:
- Loyalty Guests — who is enrolled, and their points and rewards balances.
- Loyalty Earning Activity — what guests earn (points, free products and fixed amount discounts) on each booking.
- Loyalty Redemption Activity — what guests redeem on each booking.
The reports become available automatically once ROLLER Loyalty is enabled for your venue.
Find the loyalty reports
From Venue Manager, go to Reports > All reports, then search for and select the report you want to view:
- Loyalty Guests
- Loyalty Earning Activity
- Loyalty Redemption Activity
Interpret the Loyalty Guests report
Loyalty Guests lists every enrolled loyalty account, with a points and rewards summary for each guest.
At the top, you can see:
- Total Members — how many accounts are enrolled in the selected period.
- Total Points Outstanding — the current points balance across those accounts.
Each row is an enrolled loyalty account. The columns show:
| Column | What it shows |
|---|---|
| Guest Name | The guest's name. |
| Guest Email | The guest's email address. |
| Enrolled Date | When the guest joined the program. |
| Enrolment Channel |
How the guest joined (eg Online Account, Auto Invite, Manual Invite). Auto Invite — the guest was automatically invited when they made a booking (eg at POS or online checkout) and accepted the invitation. Manual Invite — a staff member invited the guest from Venue Manager, and the guest accepted. Online Account — the guest joined automatically when they created an online account. Self Enrol — the guest joined themselves by selecting Join loyalty (eg on the online checkout booking confirmation page). Booking Confirmation — the guest joined from the link in their booking confirmation email. |
| Points Earned | Points the guest has earned. Points are recorded once the booking is redeemed at POS or the booking expires (eg due to no shows). |
| Points Redeemed | Points the guest has redeemed. |
| Points Expired |
Points that have expired based. Points expire based on your reward expiry settings. You can set a default expiry for the whole program, or set a different expiry on individual rules. Expiry is counted in months or days from when the points are earned. If no expiry is set at the rule or program level, points don't expire. |
| Points Balance | The guest's current points balance. |
| Rewards Earned | Rewards the guest has earned. |
| Rewards Redeemed | Rewards the guest has redeemed. |
| Rewards Balance | The guest's current rewards balance. |
| Last Activity Date | The guest's most recent loyalty earning or redemption. For a new account, this matches the enrolled date. |
Interpret the Loyalty Earning Activity report
Loyalty Earning Activity logs every time a guest earns a loyalty reward on a booking.
At the top, you can see:
- Total Earnings — the number of earning activities in the selected period.
- Total Points Earned — the total points earned in the period.
- Total Rewards Earned — the number of rewards earned in the period.
Each row is a single earning on a booking. The columns show:
| Column | What it shows |
|---|---|
| Transaction Date | When the earning happened. |
| Guest Name | The guest's name. |
| Guest Email | The guest's email address. |
| Guest Id | The guest's loyalty account ID. |
| Booking Id | The booking the earning is linked to. Select it to open the booking. |
| Booking Amount ($) | The total value of the booking. |
| Reward Type | What was earned (eg Points, Free Product, Fixed Amount Discount). |
| Amount | The number of points or rewards earned. |
| Value ($) | The dollar value of what was earned. |
| Channel |
Where the earning happened (eg POS, System). For points or rewards earned on a booking, this is the booking's sales channel (eg POS, online checkout). System currently means ROLLER applied the points or reward rather than the guest earning them on a booking (eg a sign-up bonus or a manual points adjustment in Venue Manager). |
Interpret the Loyalty Redemption Activity report
Loyalty Redemption Activity logs every time a guest redeems a loyalty reward on a booking.
At the top, you can see Total Redemptions, which is the number of redemptions in the selected period.
Each row is a single redemption on a booking. The columns show:
| Column | What it shows |
|---|---|
| Guest Name | The guest's name. |
| Guest Email | The guest's email address. |
| Guest Id | The guest's loyalty account ID. |
| Booking Id | The booking the redemption is linked to. Select it to open the booking. |
| Reward Name | The name of the redeemed reward. |
| Reward Type | The type of reward (eg Points, Free Product, Fixed Amount Discount). |
| Amount Redeemed | The points redeemed, or the number of rewards applied. |
| Value ($) | The dollar value of the redemption. |
| Channel | Where the redemption happened (eg POS). |
Filter, export and save a view
Each report opens with the last month of data. To change what you see:
- Use the date range selector at the top (eg Within the last 1 month) to set the period.
- On Loyalty Earning Activity and Loyalty Redemption Activity, set Channel and Reward type.
- Select Apply filters.
To export the data, select the download icon at the top of the report. The report downloads as a CSV file to your computer.
To reuse your filters next time, open the report's drop-down next to its name at the top of the report, and select Save new view. To clear your filters, select Reset.