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The Loyalty Program report gives you a single view of how your loyalty program is performing — how much of your business runs through it, how generous your discounts are, how engaged your members are with points, and how members compare to non-members on key purchasing behavior.

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Before you start

All metrics in this report are calculated against the segment of customers you designate as loyalty program participants. You need to choose this segment before the report will return data.
1

Open settings

Go to Settings → Loyalty → Loyalty program participants.
2

Select the participant segment

Pick the customer segment that represents members of your loyalty program.
3

Configure multi-brand setups (optional)

If you run more than one brand from the same Maestra account, you can assign a separate participant segment for each brand.
All data in the report is recalculated once per day overnight and is current as of the previous day. You can choose any custom date range, and break the charts down by day, week, or month. Hover over any point on a chart to see the value for that specific period.

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Available metrics

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Loyalty program coverage

Shows the share of orders and revenue generated by loyalty program participants compared with all customers. Use the toggle to switch between a revenue-based view and an order-count view. This is the single fastest way to gauge how central the loyalty program is to your business — and whether that share is growing over time.

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Average discount

Shows the ratio of discounts issued (in points, in dollars, or combined) to total revenue from participants. It lets you watch how the size of personal discounts moves in relation to revenue. Use this to spot whether you are giving away more margin than revenue is growing, or whether a campaign pushed discounts up without a matching lift in sales.

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Share of points spent

Shows the percentage of accrued points that members actually redeemed. This is a direct measure of engagement: if customers earn points but never spend them, the program isn’t driving repeat behavior the way it should.

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Average order value

Compares the average order value across three groups:
  • Loyalty program participants
  • Non-participants
  • All customers in your database
Putting the three side by side isolates the impact of the loyalty mechanics themselves — you can see whether members actually spend more per order than everyone else.

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Loyalty program participants

Tracks the total number of active participants over time. Use it to monitor both acquisition (new sign-ups) and attrition (members leaving the program or going inactive).

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Purchase rate

Shows the share of loyalty program members who placed at least one order during the selected period. A high participant count means little if most of those members never come back to buy — this metric tells you how many are actually active buyers.

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How the data is calculated

  • All metrics are scoped to the participant segment you configured in Settings → Loyalty → Loyalty program participants.
  • The report shows data for customers who were members of the program on the selected date.
  • Calculations exclude canceled and returned items.
  • Anonymous orders are included where applicable.
  • Data refreshes once per day and is current as of the previous day.

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Tips for reading the report

  • Watch coverage and average discount together. If coverage is flat but the average discount is climbing, you are paying more to hold the same share of the business.
  • Pair share of points spent with purchase rate. Both should trend up together. Points sitting unredeemed and a low purchase rate are signs that members aren’t seeing enough reason to come back.
  • Use the participant vs. non-participant average order value gap as your headline KPI. A widening gap means the program is doing its job; a shrinking one means the mechanics need a refresh.