Once your loyalty program is live, a handful of metrics tell you whether it's working and where to step in. Use this guide to know which numbers to watch after launch, what healthy looks like and what to do when something's not quite right.
Set a 30-day check-in when you launch. That's your first real read on enrollment, invitations and early redemption.
ROLLER Loyalty is an add-on product charged in addition to your monthly plan. Learn more.
What to monitor and when
Check these metrics at your 30-day mark. Treat the ranges as guidance, not hard rules, your venue type, average order value (AOV) and how you invite guests all shift what "good" looks like.
Metric | Aim for | Warning sign |
|---|---|---|
Enrollment rate — % of guests who joined | 15–20% or higher | Below 10% |
Invite rate — % of booking holders invited | 30% or higher, especially for POS-heavy or walk-in venues | Below 15% |
Invite acceptance rate — % who selected Accept & Join | 20% or higher (10% can work if your invite rate is 50%+) | Below 8% |
Points redemption rate | 7% or higher by 8 weeks | Below 5% after 60 days |
Milestone progress | Not meaningful yet at 30 days | Nobody progressing, which can mean your threshold is too high |
$0 purchases — sales coming to $0 after a reward | Monitor for spikes | Guests redeeming everything at once earn nothing on that visit |
How invite rate and acceptance work together
Invite rate and acceptance rate move inversely. Inviting 50% or more of your guests with 10% acceptance can still produce good enrollment. Inviting only 20% of guests with 10% acceptance produces very little. The lower your invite rate, the higher your acceptance needs to be to make up for it.
A lift in per-visit spend at 30 days is a positive signal, but it's partly selection bias this early — your keenest guests join first. You'll get a clearer picture at 90 days.
Where to find the data
From Venue Manager, go to Analytics to find your two loyalty dashboards:
Program Impact dashboard — overall program performance and impact metrics.
Program Engagement dashboard — guest-level activity, point balances, milestone progress and redemption history.
To understand what each dashboard metric means, see the guide Measure the impact of your loyalty program with Analytics.
For guest-level detail you can export, use the loyalty reports:
Loyalty Guests — guests with their points and reward balances, enrollment and last activity.
Loyalty Redemption Activity — each redemption, including reward, value and channel.
Loyalty Earning Activity — each earning event, including the sign-up bonus.
To learn how to run and read these, see the guide Track loyalty activity with loyalty reports.
To look up an individual guest, search for them in your guest list, open their details and select the Loyalty tab. See the guide Manage guest loyalty profiles from Venue Manager.
When guests redeem loyalty rewards, those also appear in the Discounts by Booking report.
Diagnostic playbook
Use this to work out what's behind a metric that's not performing, and what to do about it.
Your invite rate is below 30%
Few booking holders are being invited.
Watch a real counter shift to see what's actually happening.
Coach your team on the consent step and the mailing list checkbox.
Make sure managers are reinforcing it.
Add a physical sign or on-screen prompt at the counter.
Consider the QR code self-enrollment path using online accounts.
To learn more, see the guide How guests join your loyalty program.
Your invite rate is above 30% but acceptance is below 20%
You're inviting plenty of guests, but the invitation isn't landing.
Check the invitation email for clarity, spam issues and branding.
Confirm guest product names display correctly in the email.
Watch the gap between invite and acceptance. If it's growing, the email content needs work.
Enrollment is healthy but redemption is low
Is the reward worth the effort in your guests' eyes?
Is the milestone threshold realistic against your venue's actual AOV?
Are staff applying rewards at the counter, and noticing the loyalty banner in POS?
To learn more, see the guide Redeem loyalty rewards at POS and online.
Enrollment and redemption are healthy but per-visit spend is flat
Review your eligible product configuration for each active loyalty rule.
Check that staff are applying rewards correctly. Is the banner in POS being missed by staff?
Make sure guests know when they're close to a reward at POS. In-venue promotion matters.
Learn more
Measure the impact of your loyalty program with Analytics — what each dashboard metric means
Track loyalty activity with loyalty reports — detailed, exportable enrollment, earning and redemption data
How guests join your loyalty program — enrollment paths and how staff support sign-ups
Set up loyalty rules and rewards in Venue Manager — adjust thresholds and rewards