Tier Analytics

Overview

Monitor the performance and distribution of your customer tier program through comprehensive analytics and statistics. Track how many customers are in each tier, how tier membership changes over time, and identify trends in tier progression.

Current Distribution

Customers Per Tier

View the total number of customers currently assigned to each tier.

Display:

• Number count for each tier
• Visual bar chart showing relative sizes
• Click tier name to view customer list
• Sort by tier order or customer count

Example:

Bronze: 500 customers
Silver: 300 customers
Gold: 150 customers
Platinum: 50 customers
No Tier: 100 customers
─────────────────────
Total: 1,100 customers

Use Cases:

• Assess tier balance
• Identify if tiers need adjustment
• Monitor program adoption
• Plan tier-specific campaigns

Percentage Distribution

View what percentage of your total customer base is in each tier.

Display:

• Percentage for each tier
• Pie chart visualization
• Comparison to target distribution (if set)

Example:

Bronze: 45.5% (500 / 1,100)
Silver: 27.3% (300 / 1,100)
Gold: 13.6% (150 / 1,100)
Platinum: 4.5% (50 / 1,100)
No Tier: 9.1% (100 / 1,100)

Target Distribution Example:

Your Distribution vs. Typical:

Entry Tier (Bronze):
Your Store: 45.5%
Typical: 40-50% ✓

Mid Tiers (Silver/Gold):
Your Store: 40.9%
Typical: 35-45% ✓

Top Tier (Platinum):
Your Store: 4.5%
Typical: 5-10% (Consider lowering requirements)

Interpreting Distribution:

Pattern	Indication	Action
Too many in entry tier (70%+)	Qualifications too difficult	Lower tier requirements
Too few in top tier (<2%)	Top tier unreachable	Adjust Platinum qualifications
Balanced pyramid (50/30/15/5)	Healthy progression	Monitor and maintain
Too many "No Tier" (20%+)	Entry tier has requirements	Create no-requirement entry tier

Tier Movement (Last 30 Days)

Customers Joined

Track how many customers entered each tier in the last 30 days.

Includes:

• First-time tier assignments
• Upgrades from lower tiers
• Re-entries after downgrade

Example:

Last 30 Days - Customers Joined:

Bronze: 85 customers
  - 80 new signups
  - 5 downgrades from Silver

Silver: 45 customers
  - 40 upgrades from Bronze
  - 5 re-entries

Gold: 22 customers
  - 20 upgrades from Silver
  - 2 upgrades from Bronze

Platinum: 8 customers
  - 8 upgrades from Gold

Use Cases:

• Monitor tier progression velocity
• Identify successful qualification thresholds
• Track impact of campaigns
• Evaluate tier accessibility

Customers Left

Track how many customers exited each tier in the last 30 days.

Includes:

• Downgrades to lower tiers
• Loss of all tier qualification
• Account deletions

Example:

Last 30 Days - Customers Left:

Bronze: 40 customers
  - 40 upgrades to Silver

Silver: 25 customers
  - 20 upgrades to Gold
  - 5 downgrades to Bronze

Gold: 10 customers
  - 8 upgrades to Platinum
  - 2 downgrades to Silver

Platinum: 3 customers
  - 3 downgrades to Gold

Use Cases:

• Identify tier retention issues
• Monitor downgrade patterns
• Evaluate qualification strictness
• Plan retention strategies

Net Movement

Calculate net change in tier membership.

Formula: Customers Joined - Customers Left = Net Movement

Example:

Gold Tier - Last 30 Days:

Joined: 22 customers
Left: 10 customers
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Net: +12 customers (54.5% growth)

Gold tier grew by 12 customers this month
Previous: 138 customers
Current: 150 customers

Interpreting Net Movement:

Net Movement	Indication	Action
Large positive (+20%+)	Healthy growth	Monitor capacity, plan rewards
Small positive (+5% to +10%)	Steady growth	Maintain current strategy
Flat (±2%)	Stable tier	Normal, monitor trends
Negative (-5% or more)	Losing members	Review qualifications, retention

Time Series Charts

Joins Over Time

Line chart showing customers joining each tier over time.

Features:

• View by day, week, or month
• Compare multiple tiers on same chart
• Toggle tiers on/off for clarity

Use Cases:

• Identify seasonal patterns
• Track campaign impact
• Monitor tier accessibility
• Forecast tier growth

Exits Over Time

Line chart showing customers leaving each tier over time.

Features:

• View by day, week, or month
• Compare multiple tiers on same chart
• Separate upgrades from downgrades

Use Cases:

• Monitor retention issues
• Identify problem periods
• Evaluate qualification strictness
• Plan intervention strategies

Analytics Dashboard

Accessing Analytics

1. Navigate to Loyalty Program > Customer Tiers
2. Click Analytics tab
3. View all statistics and charts

Dashboard Sections:

• Current distribution (top section)
• 30-day movement summary (middle)
• Time series charts (bottom)
• Filters and date range selectors (sidebar)

Filtering Data

Available Filters:

• Date range (last 7, 30, 90, 365 days, custom)
• Specific tier(s)
• Tier status (visible/hidden, enabled/disabled)

Example Use:

Filter: Last 90 days, Gold and Platinum only
View: How top tiers are performing this quarter

Filter: Last 365 days, All tiers
View: Full year tier program performance

Key Metrics

Tier Progression Rate

How quickly customers move up tiers.

Calculation:

Average days from Bronze → Silver: 45 days
Average days from Silver → Gold: 90 days
Average days from Gold → Platinum: 180 days

Progression Rate: Moderate (healthy)

Benchmarks:

• Fast: <30 days between tiers (may be too easy)
• Moderate: 45-90 days (recommended)
• Slow: >120 days (may be too difficult)

Tier Retention Rate

How well customers maintain their tier.

Calculation:

Gold Tier - Last 90 Days:

Starting: 138 customers
Downgraded: 10 customers
Retention: 92.8% (128 / 138)

Benchmarks:

• Excellent: >90% retention
• Good: 80-90% retention
• Concerning: <80% retention (review qualifications)

Tier Penetration

What percentage of eligible customers reach each tier.

Calculation:

Customers who meet Gold qualifications: 200
Customers actually in Gold tier: 150
Penetration: 75%

Why 25% gap?
- 30 customers are in Platinum (higher tier)
- 20 customers recently met qualifications (sync pending)

Average Lifetime Value by Tier

Compare spending across tiers.

Example:

Bronze: $250 average LTV
Silver: $750 average LTV (3× Bronze)
Gold: $2,000 average LTV (8× Bronze)
Platinum: $5,500 average LTV (22× Bronze)

Insight: Top tiers are significantly more valuable
Action: Invest in retention campaigns for Gold/Platinum

Using Analytics to Improve Your Program

Scenario 1: Too Few Customers in Top Tier

Data:

Platinum: 8 customers (0.7% of total)
Target: 5% of customers

Analysis:

• Review Platinum qualifications
• Check average time to reach Platinum
• Compare to industry benchmarks

Actions:

• Lower Platinum order volume requirement from $5,000 to $3,500
• Monitor progression for 30 days
• Target: Reach 50+ customers (4.5%)

Scenario 2: High Churn in Mid Tier

Data:

Silver Tier - Last 30 Days:
Joins: 45
Exits: 40
Net: +5 (only 11% growth)
Downgrade rate: 89% of exits

Analysis:

• Customers entering Silver but quickly losing qualification
• Order volume requirement (90 days) may be too strict
• Need to check if customers are aware of requirements

Actions:

• Change order volume window from 90 days to 120 days
• Add in-app notifications showing progress toward maintaining tier
• Create engagement campaign for Silver members

Scenario 3: Stagnant Top Tier Growth

Data:

Platinum Joins (Last 90 Days):
Jan: 8
Feb: 7
Mar: 8
Flat growth despite growing Gold tier

Analysis:

• Gold tier growing (+12 customers/month)
• But Gold customers not progressing to Platinum
• Gap between Gold and Platinum may be too large

Actions:

• Review qualification gap between Gold and Platinum
• Consider adding intermediate "Diamond" tier
• Or lower Platinum requirements

Scenario 4: Seasonal Patterns

Data:

Joins by Month:
Nov: 120 (Holiday shopping)
Dec: 150 (Holiday shopping)
Jan: 60 (Post-holiday drop)
Feb: 45 (Low season)

Analysis:

• Strong holiday tier progression
• But customers losing tiers post-holiday (order volume window expires)

Actions:

• Plan retention campaigns for Jan/Feb
• Offer bonus point earning in slow season
• Consider adjusting order volume window to 120 days

Monitoring Schedule

Daily Checks

• Current distribution changes
• Significant tier movements
• Sync job status

Weekly Reviews

• 7-day movement trends
• Customer inquiries about tiers
• Tier-related support tickets

Monthly Analysis

• 30-day movement summary
• Tier progression rates
• Program health assessment
• Qualification adjustments

Quarterly Planning

• 90-day trend analysis
• Program effectiveness review
• Strategic adjustments
• New tier consideration

Related Pages

• Customer Tiers Overview - Introduction and concepts
• Tier Configuration - Setting up qualifications and benefits
• Tier Management - Managing and syncing tiers

Summary

Tier analytics provide comprehensive visibility into your customer tier program's performance. By monitoring current distribution, tracking tier movement over time, and analyzing trends through time series charts, you can identify opportunities to improve tier accessibility, retention, and overall program effectiveness.

Use these analytics to make data-driven decisions about tier qualifications, benefit values, and program structure. Regular monitoring helps you maintain a healthy tier distribution and ensures your tier program continues to motivate customer engagement and loyalty.