Customer Loyalty Report and Coupons

The Customer Loyalty reporting allows you to review your most active customers to better understand their ordering behaviours and favourite items. You can also use this reporting to quickly generate and email loyalty coupons to your best customers to reward them and encourage future orders. To access the Customer Loyalty Report you must be logged in as a manager in the admin panel, then go to Sales -> Loyalty Summary in the left menu.

Our Customer Loyalty report includes both customers who have created an account on the platform, and those who have simply ordered. The data is as it was entered by the customer and we do not allow editing of this information, so you may find in some cases that names, phone numbers, and emails may not be correct or may have spelling issues. We do not modify or cleanse customer data in any way, so this is a limitation of customer protection.

You also have access only to customers who have ordered from your location. Their orders and order data from other restaurants on the Dine Local platform will not be included in your data.

Loyalty Summary Overview

On the main Loyalty Summary page you will see a summary of your customer's orders grouped by customer, defaulted to the last 90 days and sorted by the most orders in that period. You can choose to adjust those filters to find specific behaviours with quick links to access the last 30, 60, 90 days or all time orders, or to add your own custom date filter for the summary.

You can also sort the data based on your preferences by clicking on the column headers. You will be able to see which column is sorted by the sort icon beside the header.

Using this summary you can quickly identify customer ordering patterns, find customers who may have been regulars who haven't ordered in a while, and more. Using the filters and sorting you can review your customer order pattern in many different ways.

To view a customer in detail and to move to be able to create a customer loyalty coupon, click the magnifying glass icon beside the customer for the customer detail screen.

Customer Detail Screen

The customer detail screen will provide an all time summary for the specific customer you have selected.

On the top section of this screen you will find the customer details (name, email, phone) as well as their order summaries. You can easily see their lifetime value to you, largest order, dates for first and most recent orders, as well as a summary broken down between pickup and delivery and over time (30, 60, 90 day summaries).

Below the summary you will find additional customer details including their top ordered items so you can better understand their preferences from your menu, as well as a full list of their orders. You can click the magnifying glass to go to the order detail for any order to review it in more detail.

If you would like to reward this customer by sending them a coupon for a future order, simply click the "Create Loyalty Coupon" button at the top of this detail screen.

Creating and Sending a Loyalty Coupon

Customers love rewards and a coupon for a future order is a great way to encourage them to return! We've made it easy for you to create and send a Loyalty Coupon to your customers for this purpose. The loyalty coupon screen allows you a fair bit of flexibility on how you would like the coupon to work for your customer.

You can choose a dollar based or percentage based discount coupon. Note that this will apply to the entire customer order and there are not limits on the percentage based coupons, so be careful when issuing them. Most frequently you will likely create a dollar based coupon (ie. $5 off) which is the default setting.

You can choose to restrict the order to either pickup or delivery orders if you are trying to shape customer behaviours. If you set this restriction, the customer will only be able to redeem the coupon for that type of order. Again, the most common setting here is to have no restrictions which is the default.

The discount amount is the dollar or percentage that the customer will receive.

The minimum order amount is the minimum subtotal the customer must have in their cart to be able to apply this coupon. We default this to $0 which means there is no minimum order restriction, however you may want to set this to a nominal amount if you are concerned about redemptions and are creating a large number of coupons. This would make the coupon work similar to $5 off your next order of at least $25 for example.

You can also set an expiry on the coupon which we highly recommend. By default, the coupon will expire in 90 days from today. Having coupons that never expire can create an escalating level of exposure for redemptions, and a reasonable expiry date helps drive the customer behaviour you are looking for (more orders now).

You must select the location or locations that you would like the coupon to be valid at. You will only have one location in this list unless you have multiple locations or brands that you manage.

Finally, you can enter a message to the customer if you choose that will be included in the email that is sent to them.

To review the coupon you are creating, click the Create Coupon button at the bottom of the page.

Here you can see the coupon specifics that will be sent to the customer when the coupon is created to make sure they are as you expect. If you need to make changes, simply cancel from this window and adjust as required. When you are confident in your coupon, click "Create Coupon" to send it to your customer.

Note that when you create the coupon it will be set up on the system and sent by email immediately to the customer email we have on file.

The customer will receive an email that looks like the following:

Note you can always review your coupons in the Marketing -> Coupons section to see which have been redeemed and which have not. You will see the coupon codes in the order details when you visit the detailed order page for any order (the magnifying glass on the order card on the tablet).