What You Will Learn in This Guide
Gain helpful insights about your customers, such as Average spend from Loyalty Customers vs Non-Loyalty Customers, Total floating cashback, Customer retention, Total claimed and redeemed cashback & Sales breakdown by Loyalty Customers vs Non-Loyalty Customers.
Important Note
The Cashback Report data is stored and limited to the most recent 6 months.
For new Cashback users, you must enable Membership first. Refer to this article for more information.
Glossary
Loyalty Customers: Customers who are registered into StoreHub by saving their information. A transaction can be linked to a customer and that's how we calculate average spend and other important metrics.
Non-Loyalty Customers: Walk-in customers who make transactions but don't have their transaction information recorded.
Claim cashback/store credit: Your customer collects cashback/store credits, to be used in their next transactions
Redeem cashback/store credit: Your customer uses cashback/store credits to get a discount on an existing transaction.
View Your Cashback Report
1. From your StoreHub BackOffice, click on Cashback.
2. You can now filter & view your loyalty summary by your preferred date.
Average Spend
This statistic shows the average total spend of your customers.
Example: The numbers below show your Loyalty Customers' total spend (lifetime) is MYR100.00 on average, while your Non-Loyalty Customers spend MYR80.00 on average.
Total Floating Cashback / Store Credit
The total floating cashback shows the value of cashback or store credit in all your customers' accounts which are yet to be redeemed.
Cashback or store credit is a good way to encourage returning customers, especially those with cashback that they have yet to redeem.
Customer Retention
The customer retention chart shows your customers' purchasing behaviour with your business.
The chart below is an example of how customer retention data can be analysed:
643 customers had at least 1 transaction with the business.
These 643 customers also include those who had a total of 2 or more transactions; in other words, 309 customers made only 1 transaction with the business (643 minus 334).
This chart is useful to deduce at which point your customers may turn into loyal customers.
As shown in the graph, 52% of 1st-time customers will make a 2nd purchase (643 vs 334).
But 80% of customers with a 4th purchase will make a 5th purchase (198 vs 158); this suggests your customers are more likely to become Loyal Customers when they have shopped at your business for the 4th time.
You can change your marketing efforts to focus on pushing your customers into a 4th purchase. Consider running promotions to incentivise your customers.
Claimed & Redeemed Cashback / Store Credit
The numbers below show RM731.50 cashback/store credits were claimed by your customers, while RM347.07 cashback/store credits were redeemed.
You can filter this value by date and store so you can see how each location is performing in terms of loyalty programme adoption.
Sales Comparison
The charts below show a sales comparison between Loyalty Customers vs Non-Loyalty Customers.
While some may think a business should have high Loyalty Customer sales, this also indicates the business is not growing in terms of getting new customers or markets.
You can use this number to guide your decision when it comes to marketing to new or existing customers.
If your customers are not coming back, then you should consider spending more on making sure it's easy for your customers to return instead of getting even more new customers.
If your sales are mostly from Loyalty Customers, you may consider advertising on new channels or targeting a different segment to expand your market.
Now that you've learnt how to use Loyalty report.
Refer to this article to learn more about Promotion report.