Loyalty analytics

Track loyalty program and feedback results over time, including reward redemption rate, customer satisfaction, and more.

🏷️ Loyalty analytics are available on all Marsello pricing plans.

This dashboard gives you a high-level view of loyalty program and feedback performance.

Choose your analytics timeframe

By default, insights display your lifetime results in Marsello. To view results for a specific timeframe, use the date picker.

You can also choose how data is displayed on the graphs by selecting Daily, Weekly, or Monthly.

📝 Note: Analytics update approximately every 8 hours. Marsello only reports data collected after your account is installed, so historical data from before installation is not included.

Loyalty program analytics explained

The Loyalty Program dashboard shows how your loyalty program is performing. Use these stats to understand customer engagement and find ways to increase participation and reward usage.

Statistic definitions

⚠️Important: All statistics are calculated based on the timeframe you select. If you change the timeframe, the numbers and percentages update to match that period.

Loyalty program engagement rate

What it measures: How many customers are actively using your loyalty program.
How it is calculated: The percentage of customers who earned points or redeemed rewards compared to customers who did not during the selected timeframe.

Loyalty points earned

What it measures: Total loyalty points earned by customers.
Timeframe: Points earned during the selected timeframe.

Point redemption rate

What it measures: How many customers used their points to get a reward.
How it is calculated: The percentage of customers who redeemed points compared to those who did not during the selected timeframe.

Claimed vs. redeemed rewards

📝 Note: These definitions help explain reward-related metrics.

Claimed reward

The customer used their points to unlock a reward.
The customer received a unique discount code.
The code has not been used in an order yet.

Redeemed reward

The customer used their unique discount code in an order.
The reward was successfully applied to a purchase.

Reward redemptions

What it measures: Total loyalty rewards that were redeemed.
Timeframe: Rewards redeemed during the selected timeframe.

Reward redemption rate

What it measures: How many claimed rewards were used.
How it is calculated: The percentage of customers who redeemed a reward compared to customers who only claimed a reward during the selected timeframe.

VIP customers

What it measures: Number of customers in VIP tier 2 or higher.
Timeframe: VIP status during the selected timeframe.

Successful referrals

What it measures: Customers who placed an order after being referred.
How it is counted: Total referred customers who completed an order during the selected timeframe.

Key takeaways from loyalty graphs

Graph 1: Loyalty points earned vs spent over time

This graph tracks points earned compared to points used during the selected timeframe.

Use this graph to understand how many customers are engaging with your loyalty program and redeeming rewards.

💡Tip: If points spend is low, review your rewards, enable loyalty emails such as Reward unlocked emails, or consider enabling points expiry to encourage customers to claim rewards before their points expire.

Feedback analytics explained

The Feedback survey is automatically included in the Earned Points loyalty automation email or a standalone feedback custom automation.

One of these email automations must be enabled before customers can receive your survey.

📖 Learn more: Start collecting customer post-purchase feedback.

Graph 1: Customer satisfaction rating

This graph tracks customer responses to the Feedback survey after completing an order. The percentage is calculated by dividing positive responses by total feedback responses during the selected timeframe.

Use this graph to understand overall customer satisfaction after shopping with your store.

💡 Tip: If customer satisfaction is below 80%, open the Feedback dashboard and filter by negative responses under the Satisfaction condition. This can help you identify areas that may need attention.

Graph 2: Feedback responses

This graph tracks the total number of Satisfied and Not Satisfied responses during the selected timeframe.

Use this graph to compare positive and negative feedback responses at a glance.

Graph 3: Feedback responses over time

This graph tracks positive and negative feedback responses over time during the selected timeframe.

Use this graph to monitor customer satisfaction trends and measure the impact of improvements you make.

💡 Tip: If you make a change to improve an issue, such as wait time, you can track whether customer feedback improves over time.

Graph 4: Overall positive feedback reasons

This graph shows why customers left positive feedback during the selected timeframe.

Use this graph to understand what customers value most about their shopping experience.

💡 Tip: Positive feedback can be shared with your team to highlight what is working well and boost morale.

Graph 5: Overall negative feedback reasons

This graph shows why customers left negative feedback during the selected timeframe.

Use this graph to identify areas where your store can improve.

💡 Tip: If customers mention a repeated issue, such as wait time, you can make changes and track whether fewer customers mention that issue in future feedback.

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