The 5 loyalty metrics that actually matter

1. Repeat visit rate (30-day)

What % of new customers come back within 30 days? Healthy: 35%+. Anything under 20% means your reward ladder is wrong.

2. Reward redemption rate

Of rewards earned, what % get used? Healthy: 70%+. Low means your rewards aren't compelling.

3. Cost per repeat visit

Total monthly loyalty spend / extra repeat visits. Healthy: under $1.50.

4. Cross-merchant referral count

How many customers discovered you through another shop on the network? Healthy: 12%+ of new signups.

5. Streak day-7 completion rate

Of customers who start a streak, what % hit day 7? Healthy: 25-40%. This is the single best engagement indicator.

What to ignore

• Total points outstanding
• Total badges issued
• Average level
• Notifications opened

These feel important. They don't predict revenue.