Who Is This For?
StoreHub merchants on the Advanced Plan (or higher) who want to track how their Membership program is performing, understand key metrics, and use insights to improve their loyalty and marketing strategies.
Overview
This article explains how to access and read the Membership Insights dashboard in BackOffice. It covers the overview metrics (total members, active members, transaction percentages, lifetime value), top spenders, points and rewards redemption rates, and the detailed performance charts (new members, redeemed rewards, registration sources). It also explains when data is updated and how to filter by date range, store, and time interval.
Before You Begin
You must be on the Advanced Plan or higher.
Access to BackOffice.
Your Membership program must be live. See this article for more details.
Insights data is stored for the most recent 6 months only.
Glossary of Key Terms
Use this glossary as a quick reference when reading your Membership Insights dashboard.
Term | Meaning |
Members | Customers who have joined your Membership program. |
Active Members | Members who have made at least one transaction in the last 30 days. |
Floating Points / Cashback | Unredeemed and unexpired point or cashback balances across all members. |
Rewards Redeemed | The total count of rewards that members have claimed and used. |
Average Lifetime Value | Total spend divided by the number of customers (calculated separately for members and non-members). |
Member Transactions / Sales | Transactions and sales revenue attributed to members. |
Entry Point Source | The specific method a customer used to sign up (e.g., in-store QR code, web link, Beep App). |
Step-by-Step Guide
Access the Membership Insights Dashboard
1. In your BackOffice, click 'Membership' in the left menu.
2. The Membership Insights dashboard will load, showing an overview of your program's performance.
Note:
If you activated Cashback before Membership, a link to the old Cashback Report will appear at the top of the Membership Insights page.
Understand the Overview Metrics
The top section of the dashboard gives you a snapshot of your program's health. Here is what each metric means:
Metric | What It Shows |
Total Members | Total number of customers who have joined your Membership program. |
Active Members | Members who have made at least one transaction in the last 30 days. |
Today's New Members | Number of members who joined today. |
New Members in the Last 30 Days | Number of members who joined in the last 30 days. |
% of Member Transactions | Percentage of all your transactions that were made by members. |
% of Member Sales | Percentage of your total sales revenue that came from member transactions. |
Average Lifetime Value of Members | The average total spend per member across all their transactions. |
Average Lifetime Value of Non-Members | The average total spend per non-member across all their transactions. |
View Your Top 5 Spenders
Below the overview metrics, a table shows your top 5 highest-spending members.
1. Scroll down to the 'Top 5 Spenders' section. The table includes:
Column | What It Shows |
Name | Customer name |
Total Spent | Total amount the member has spent |
Total Transactions | Number of transactions the member has made |
Total Points Earned | Total points the member has earned |
Total Cashback Earned | Total cashback the member has earned |
Total Rewards Redeemed | Number of rewards the member has redeemed |
Last Purchase Date | Date of the member's most recent transaction |
2. Click 'View All Members' to go to the Customers section in BackOffice, sorted by total spend (highest first).
Review Points and Rewards Redemption
This section shows how your rewards, points, and cashback are being used.
1. Scroll down to the 'Points & Rewards' section.
2. Use the date range selector to choose the period you want to review (up to 6 months ago, limited by your program's go-live date).
The metrics in this section include:
Metric | What It Shows |
Floating Points | Total unredeemed and unexpired points across all members. |
Floating Cashback | Total unredeemed and unexpired cashback across all members. |
New Member Reward Issued | Number of new member rewards that were given out |
New Member Reward Redeemed | Number of new member rewards that were used |
New Member Reward Redemption Rate | Percentage of issued new member rewards that were redeemed |
Total Cashback Issued | Total cashback given to members |
Total Cashback Redeemed | Total cashback used by members |
Cashback Redemption Rate | Redeemed cashback divided by issued cashback, shown as a percentage |
Total Points Issued | Total points given to members |
Total Points Redeemed | Total points used by members |
Points Redemption Rate | Redeemed points divided by issued points, shown as a percentage |
Use the Detailed Performance Charts
The detailed performance section lets you drill deeper into trends over time and filter by store.
1. Scroll down to the 'Detailed Performance' section.
2. Use the filters to customize your view:
Date Range: select a period up to 6 months
View By: choose Daily, Weekly, or Monthly intervals
Store Selector: choose a single store, multiple stores, or all stores
The charts in this section include:
Chart | What It Shows |
Total New Members | Bar chart showing the number of new members over time. |
Total Redeemed Rewards | Bar chart showing the number of rewards redeemed over time. |
Member Registration Stores | Donut chart showing which stores members registered at. |
Member Registration Method | Donut chart showing how members signed up (e.g., QR code at counter, web browser, Beep App, Touch 'n Go). |
Notes:
The "Member Registration Method" chart shows both the sign-up method (e.g., scanning a QR code at your counter) and the device used (e.g., web browser, Beep App, e-wallet app).
For members imported via file, the registration method may show as "Unknown" because the source cannot be tracked.
Set Up Employee Permissions for Membership
You can control which team members have access to Membership reports and settings by assigning permissions in BackOffice.
1. In your BackOffice, go to 'Employees'.
2. Click on the employee you want to update.
3. Under the 'Membership' section, select the permissions you want to assign:
Permission | What It Allows |
Membership Insights | Viewing the Membership Insights dashboard, program performance, and customer engagement metrics. |
Membership Settings | Viewing and editing Membership program settings (tiers, rewards, links, go live). |
Points Settings | Viewing and editing points configuration (earning ratio, daily limits, expiration). |
Cashback Settings | Viewing and editing cashback configuration (daily limits, expiration). |
Note:
To allow an employee to view and edit customer data, you must also enable 'Customers List' under the 'Customers' section in Access Control.
4. Click 'Save'.
When Data Is Updated
Membership Insights data is generated and refreshed on a daily schedule:
Region | Data Update Time |
Thailand | 1:00 AM (GMT+7) |
Malaysia and Philippines | 2:00 AM (GMT+8) |
The report always includes data up to the most recent completed update cycle.
Example:
If the current time is November 11th, 1:00 AM (GMT+8), the report includes data up to November 10th. After the 2:00 AM update runs, it will include data up to November 11th.
Access the Old Cashback Report
If you activate Beep Cashback before enabling Membership, the old Cashback Report is still accessible. This report shows legacy cashback data that may not be fully reflected in the new Membership Insights dashboard.
Note:
The old Cashback Report stores data for the most recent 6 months only.
1. In your BackOffice, go to 'Membership'. At the top of the Membership Insights page, click the link to the old Cashback Report.
2. Your cashback summary dashboard will appear. Use the date filter to view data for your preferred period.
The old Cashback Report includes:
Section | What It Shows |
Average Spend | Average total spend comparing Loyalty Customers (registered customers with linked transactions) versus Non-Loyalty Customers (walk-in customers without recorded information). |
Total Floating Cashback | Total value of unredeemed cashback across all customer accounts. Use this to identify customers with cashback waiting to be used. |
Customer Retention | A chart showing how many customers return for repeat purchases. Helps you identify at which purchase number customers become loyal. |
Claimed and Redeemed Cashback | Total cashback claimed by customers versus total cashback redeemed. Filter by date and store to compare performance across locations. |
Sales Comparison | A chart comparing sales from Loyalty Customers versus Non-Loyalty Customers. Use this to decide whether to focus marketing on retention or new customer acquisition. |
Note:
Most of this data is now available in the Membership Insights dashboard (see sections above). The old Cashback Report is provided for merchants who need to reference historical cashback data from before Membership was enabled.
Troubleshooting
Issue | Solution |
Membership Insights page is blank or shows no data | Make sure your Membership program is live. Insights are only available after you go live. See [How to Set Up and Launch Your Membership Program]. |
Data seems outdated or missing recent transactions | Data is updated daily (2:00 AM GMT+8 for Malaysia/Philippines, 1:00 AM GMT+7 for Thailand). Transactions from today will appear after the next update cycle. |
Cannot select a date range beyond a certain point | Insights data is stored for the most recent 6 months only. The earliest date you can select is limited by your program's go-live date. |
Registration method shows as "Unknown" in the chart | This happens for members imported via file (Migrate Member Info). The registration source cannot be tracked for imported members. |
Cannot see data for a specific store | Use the Store Selector in the Detailed Performance section. If the store is not listed, check that it is set up in BackOffice and has had member transactions. |
Old Cashback Report link appears at the top of the page | This is expected if you activated Cashback before Membership. Click the link to view the old Cashback Report, or continue using the Membership Insights dashboard for current data. |
Old Cashback Report shows no data | The old Cashback Report stores data for the most recent 6 months only. If your Cashback program is new or has recently migrated, allow time for data to accumulate. |
FAQs
1. How far back can I see Membership Insights data?
Up to 6 months. Data older than 6 months is not available. The earliest date you can view is also limited by your program's go-live date.
2. When is the data updated?
Daily at 2:00 AM (GMT+8) for Malaysia and Philippines, and 1:00 AM (GMT+7) for Thailand. Transactions from today will appear after the next update cycle.
3. What is the difference between "Total Members" and "Active Members"?
Total Members is everyone who has ever joined your program. Active Members are those who made at least one transaction in the last 30 days.
4. What does "Floating Points" or "Floating Cashback" mean?
These are unredeemed and unexpired balances across all your members. A high floating balance means members have earned rewards but not yet used them.
5. Why does the registration method show "Unknown" for some members?
Members imported via the Migrate Member Info tool cannot have their registration source tracked. These will appear as "Unknown" in the Member Registration Method chart.
6. What is "Average Lifetime Value" and how is it calculated?
It is the total spend divided by the number of customers. It is calculated separately for members and non-members, so you can compare how much more (or less) your members spend on average.
7. Can I see which store is performing best for sign-ups?
Yes. Use the Member Registration Stores donut chart in the Detailed Performance section. You can also filter by store using the Store Selector to compare performance across locations.
8. I had Cashback before Membership. Where is my old Cashback Report?
A link to the old Cashback Report appears at the top of the Membership Insights page. Click it to access your previous Cashback data.
9. Can my team view Membership reports and change settings?
Yes. Go to 'Employees' in BackOffice, select the employee, and assign the relevant permissions: Loyalty Report (to view reports), Program Management (to edit settings), and Customers List (to view and edit customer data). Click 'Save'.
10. How much does StoreHub Membership cost?
The subscription cost is based on your number of stores. Go to the Membership page in BackOffice for details, or contact StoreHub Support.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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