The two member lists at the bottom of Analytics: who has stopped coming in, and who keeps coming back.
Scroll to the bottom of the Analytics page and you get two member lists. Churn Risk names
the members who have gone quiet. Best Customers ranks the ones who keep turning up.
Both read your live member data, and neither needs an add-on or a higher plan.
Churn Risk (1) and Best Customers (2) sit side by side at the bottom of Analytics. Member names are covered here.
Churn Risk lists members at risk of leaving your program. Each row carries a name, a
risk level, a one-line reason, and the number of days since that member last did anything
with you.
A high-risk row (1) with its reason, and the days-inactive counter on the right (2).
Qtap sorts your members by how long they have been quiet, hands the 20 quietest to a model,
and gets back a level of high, medium or low with a short reason for each. If
that model is unavailable, a plain rule takes over: more than 14 days idle counts as medium,
and more than 30 days counts as high. Either way the card holds at most 20 rows.
The risk level is a judgment. A member idle for 10 days can come back marked medium, and a
row marked low turns up now and then even though the list is meant for medium and high. The
day count is the hard number in the row, so lean on that when you compare two members.
The counter measures the time since the member last earned or redeemed anything. For someone
who joined and never came back, it counts from the day they joined. When nobody is idle, the
card reads “No churn risks detected”.Once you have the names, do something with them. A
win-back campaign reaches everyone past an inactivity mark
you set, and a targeted notification lets you write to
a handful of people you pick by hand.
Best Customers ranks your top ten. The first three get a crown, a trophy and a medal;
after that the rank is a number. Each row shows the member’s stamps or points, a tier badge,
and a score.
The top row (1) takes the crown and the Platinum badge. The number under each badge is that member's score.
The score blends three things: how many stamps or points the member has earned, how recently
they came in, and how fast they earn per month since joining. Recency carries the most
weight, so a large balance that has sat still for months ranks below a smaller, fresher one.
On the points program below, the member holding 400 points sits in fourth place behind
someone with 252.
A points program ranks on points. The 400-point member sits fourth because the balance is old.
Tiers are positions in your own list, not fixed targets. Your number one is always Platinum,
roughly the next fifth is Gold, then Silver, then Bronze at the bottom. A member can drop a
tier because someone else got busier, without changing anything themselves. Don’t promise
members a tier as a reward.
Stamp programs rank on stamps and label the row “16 stamps”. Points programs rank on points
and label it “252 pts”. A new business with no activity yet sees “No customer data yet”.
Owners and managers, the same as the rest of Analytics. Staff have no analytics access by
default, so they never see either list. See
Roles and permissions to change that.
Analytics Overview
The metrics, charts and export tools above these two lists
