Improvement of an existing program

Performance evaluation of your program on numerous levels in order to well identify areas of improvement

R3 proposes a 6-step approach to evaluate the performance of your program on many levels in order to better identify areas of improvement.

Questions to better understand your organization

Q & A session with management so we can better understand your organization, business goals, operating policies, strategy and business vision, as well as technological and operational constraints.

Diagnostics and performance evaluation

The second step use the PD-i (Program Diagnostic Index), a tool that evaluates a program on 15 dimensions and then generate a score linked to the health of your program:

Asset of the program
Acquisition strategy of new members
Engagement strategy
Complexity of the program
Tiers used (or not)
Non-monetary benefits and members’ shopping experience
Redemption conditions (ease, timeframe, options)
Strategy to use data from the program
Communication strategy and personalization capacity
Terms and conditions of the program
Management of the program (resources, analytics)

Tool : PDi

KPI and benchmarking

Analysis of the performance of the program using loyalty key performance indicators and comparison with benchmarks in your sector of activity.

RFM distribution of members
Activity rate of members per segment
Average spent for members and non-members
Evolution in time of members’ average spent
Annual retention rate per segment
% of sales and transactions tracked by the program

Detailed analysis and recommendations with respect to:

Elements and parameters of the program (registration, marketing profile, segmentation, bonuses, and points exchange) to be improved
Performance indicators of the program and comparison to the industry and your competition
ROI improvement opportunities
Communications initiatives per segment and use of client data
Acquisition, retention and increased share-of-wallet strategies
Other recommendations with respect to your challenges

Best Practices Index in your activity sector

Analysis of best practices index and performance index of 8 to 12 of the best programs in your industry worldwide. The analysis will be based upon 15 different dimensions such as improvement, generosity, mobile integration, segmentation, communications personalization, social media usage, and number and type of promotions, etc.
We use a proprietary tool, the BPi for Best Practice Index, to analyze each program on more than 20 dimensions. This analysis tool has been used by over 100 clients.

Type of program
# of ways to register
Scope Accessibility
# of ways to identify a member
Use of segments or levels
Data priority
Generosity – % basic rewards
Generosity – % of monetary reward
Other types of rewards
# of non-monetary bonus elements
Use of experience type rewards
Use of promotions
Variety of bonus type bonuses
Segmentation of communications
Level of personalisation of communications
Use of mobility
# of gamification elements
Simplicity and ease-of-use
# of ways to exchange points
Terms and conditions: Simplicity and tonality
Terms and conditions: Points expirations and status
Liability factor (book liabilities)
# of innovative elements

Tool : BPi

Development and design of program

Definition of objectives : Definition of new objectives on a 1 to 5 year horizon, followed up by a KPI analysis and program benchmarking.

Redesigning the strategy and program parameters : Development and design of an improved program via participatory sessions in order to define the parameters that make up the ideal program for your business with respect to your new objectives.

Tool: Qi Loyalty

Measures and KPI

Definition of dashboards and measures to be followed in order to achieve new objectives.

Tool : Summ-iT

Consult our other services

Development of a new program

We support your organization in the development of its program from A to Z; from the strategy to the design of the parameters.LEARN MORE

Best practices analysis

We analyze and compare the best programs in your industry, in North America and Europe.LEARN MORE

Marketing strategy and data

Thanks to our expertise at Adviso, we offer comprehensive services in strategy and marketing data: email optimization, data analytics, marketing automation, financial modeling, program management, and launch optimization.LEARN MORE