Loyalty Program Analysis

Fortune 500 Company

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Challenge

  • Rewards program changes created negative impact on the brand
  • Usage of the program had decreased after the changes
  • Competitor programs were being ranked higher in surveys

Solution

  • Analyzed loyalty program transaction data to identify trends
  • Conducted survey of high frequency and low volume users
  • Compared return on spending across competitor programs

Results

  • Developed a report on perception changes and transaction trends
  • Identified gaps in returns for participants and policy issues
  • Recommended messages and policy changes for improvements