Loyalty program audit

A loyalty program audit is a one-time expert review of how your program (points, tiers, bonuses, cashback, perks) is built and perceived from the customer's and the business's perspective: is it clear how to earn and what to spend on, and does the benefit feel real (not "1 point = 1 kopeck"); how transparent the earning and redemption rules are; whether points expire unnoticed and whether that disappoints; whether it is mechanically easy to use a reward (online and offline, on a phone); whether the tiers are clear and the effort to move between them is worth it; how the program is communicated and reminds about itself; whether the structure motivates returning rather than just giving discounts to those who would have bought anyway. Honestly about the main point: this is diagnosis and prioritized recommendations, not building the program, configuring the platform or running it — implementation is separate work, by us or by your team. And it is not a guarantee of more retention, purchase frequency or revenue: loyalty rests first of all on the product, service and price, and the program is only one factor — sometimes it even masks product problems with discounts. So the recommendations are reasoned hypotheses to test, not "we will raise retention by X%". Separately, honestly about economics: a program that looks generous may turn out unprofitable or, conversely, invisible to the customer — we will flag such risks at the level of logic, but a precise calculation of the unit economics and the program's financial model is separate work with your numbers. Honestly about data: with access to metrics (who earns, who spends, whether participation affects repeat purchases) the review is deeper and relies on your numbers; without access it is an expert assessment of the program itself — much is visible, but some problems remain unseen without data. It is a snapshot in time: the program and the terms change. An important boundary: this is a loyalty program audit (retention of existing customers), not a referral program audit ("refer a friend" — separate) and not a partner program audit (B2B — separate). If there is no loyalty program yet or customers do not use it, there is almost nothing to analyze and you most likely do not need the audit yet. Picture this: instead of "there is a loyalty program but it does not work" you learn that the benefit of points cannot be felt, the redemption terms are hidden, points quietly expire after a month, and you cannot spend them on a phone — with a plan of what to fix first. The base price starts from 12,000 ₽; it depends on the complexity of the program and the number of scenarios.

• There is a loyalty program but customers barely use it.
• You do not understand whether customers feel a real benefit from points.
• You suspect you give discounts to those who would have bought anyway.
• Points expire or are hard to spend, and it annoys customers.

• Clarity of earning and spending; whether the real benefit is felt
• Transparency of earning and redemption rules
• Point expiry and the related disappointment
• Convenience of using a reward (online, offline, phone)
• Tiers: clarity and whether the effort to move up is worth it
• Communication and reminders; whether it motivates returning
• Logic and economics risks at a common-sense level
• Analysis via program metrics when access is available; a prioritized report with hypotheses

• A clear picture of what reduces the program's value and retention
• Priorities: what to improve in the program first
• Understanding whether customers feel the benefit and where clarity is lost
• Understanding where the problem is in the program and where in the product, service or price

• We clarify the program, customer scenarios, goals and collect access to the program and its metrics
• We walk the path as a customer: earning, redemption, tiers, communication
• We prepare a report with priorities and hypotheses and review it with you

• Will retention and revenue grow after the audit?

  The audit itself does not raise them. Loyalty rests first of all on the product, service and price, and the program is only one factor (and sometimes masks product problems with discounts). We find the weak spots and give hypotheses, but what will work is verified in practice; "+X% retention" cannot be promised, and growth is possible only after implementation.

• Will you calculate the program's economics and financial model?

  At the level of logic and common sense we will flag risks (e.g. that the program is generous but unprofitable, or conversely invisible). But a precise calculation of the unit economics and the financial model for your numbers is separate work, better done with your financial data.

• How is this different from a referral and partner program audit?

  A referral program audit is about recommendations ("refer a friend"). A partner program audit is about B2B partners. This audit is about retaining existing customers through points and perks. They complement each other, but they are different services.