Accessing Loyalty Analytics
Navigate to Loyalty Analytics from your Skio Dashboard by selecting Loyalty from the main navigation menu.
The Loyalty Analytics page has two main tabs:
Credits: View credit-based loyalty program data including outstanding credits, redemptions, and rewards.
Tiers: Analyze tier-based loyalty program performance including active tier customers, revenue by tier, and tier distribution. See Loyalty Analytics: Tiers.
Date range and comparison
Date range: Select the time period you want to analyze using the date picker in the top left.
Compare to period: Choose a comparison period to see how metrics have changed over time.
Export: Download the data on this page. You can export the Credits Balance or the Order Credit Rewards.
Credit Overview
The Credit Overview section provides a snapshot of your loyalty program's credit activity and financial impact during your selected date range.
Active Credit Balance: The total value of credit currently held by all customers across your loyalty program.
This is a live total as of today and isn't affected by the date range you select.
It doesn't subtract out credit that will expire later; that credit still counts at full value until it actually expires.
Credits Expiring (This Month): The amount of outstanding credit set to expire, based on your store's credit expiration settings.
This only shows a nonzero value if credit expiration is turned on for your store. If your store doesn't use credit expiration, this will always show
0.Credit you've marked as never-expiring is never included here.
Credits Rewarded (This Period): The total value of credit your customers earned within the selected date range, from any source: tier rewards, referrals, birthday or anniversary bonuses, quick actions, or credit added manually from the Skio Dashboard.
This figure is tied to order dates, so a credit reward that isn't attached to an order (for example, a manual credit adjustment with no order) may not be reflected here.
Credits Redeemed (This Period): The total value of credit customers applied to completed orders within the selected date range.
This is scoped to the date of the order where the credit was used, not the date it was originally earned. Because of that, your Rewarded and Redeemed totals for the same period won't always line up.
All Orders: Total revenue from all orders during the period, including both orders where customers redeemed credits and orders where they didn't.
Redeeming Orders: Total revenue from orders where customers used credits to apply a discount that reduced the order total by more than
$0.An order where a credit discount code was applied but didn't reduce the price is counted as non-redeeming, not redeeming.
Non-Redeeming Orders: Total revenue from orders where customers didn't apply any credit discount, or applied one that didn't reduce the order total.
Purchasing Behavior: Redeemers vs. Non-Redeemers
This section compares customers who have ever redeemed credit against customers who haven't, using each customer's full order history rather than just the selected date range.
Avg lifetime spend: The average total revenue per customer across their entire order history, for each segment.
Avg orders: The average number of orders placed per customer, across their entire order history, for each segment.
Avg gross AOV: The average of each customer's own average order value, rather than total segment revenue divided by total segment orders. "Gross" here means tax-inclusive, not pre-discount; discounts are already subtracted out of this figure.
The redeemer/non-redeemer counts in this section are based on a customer's full history of applying any credit discount to an order. This is calculated slightly differently than the "credit users" grouping below, so the two customer counts won't always match exactly.
Retention & Churn by Credit Usage
This table compares subscription retention between customers who've used credit and customers who haven't.
Active rate %: The percentage of customers in that segment who currently have at least one non-cancelled subscription. This is a snapshot as of today and isn't affected by the date range you select.
Credit users vs. non-credit users: A customer counts as a credit user only if they've redeemed credit worth more than
$0at least once. Simply earning credit without ever spending it doesn't count.
Redemption Performance & Timing
These are all-time metrics and aren't affected by the date range you select.
Median days to first redemption / Avg days to first redemption: The typical time between when a customer earns their first credit and when they first redeem any credit, calculated only across customers who have redeemed at least once.
Customers rewarded: The total number of distinct customers who have ever earned credit, across your store's full history.
Customers redeemed: The total number of distinct customers who have ever redeemed credit, across your store's full history.
Redemption rate: Customers redeemed divided by customers rewarded.
Daily Credit Evolution
Interactive chart showing daily credit activity over your selected date range.
Toggle between viewing:
Current date range: Selected time period.
Last 365 days: Full year view.
The table below the chart breaks activity down by type:
Credits Rewarded: Credits issued in the date range.
Credits Redeemed: Credits used in the date range.
Credits Returned: Credit that goes back into a customer's balance when a discount code created from their credit expires without ever being applied to an order. This isn't a new reward; it's already-earned credit being returned because the code it was converted into went unused.
Credits Expired: Credits that expired.
Engagement rate: The share of customers who took that action, out of customers who placed an order in the period. This is calculated separately for each row, so rates aren't directly comparable across rows, and the Rewarded row can exceed 100% since customers can earn credit without placing an order.
Revenue: Revenue tied to orders where that specific credit event happened. Returned and expired credit aren't attached to an order, so those rows always show
$0.
Order Breakdown by Redemption
Summary table comparing All Orders, Redeeming Orders, and Non-Redeeming Orders, with Orders, Revenue, Customers, and AOV shown for each group.
Redemption sources and rewarded credit sources
Portal discount codes created: The number of times credit was converted into a discount code, regardless of whether that code was ever used at checkout.
Credit discount removed: Credit refunded back to a customer's balance when a discount code created from their credit expires or is voided. It appears under rewarded credit sources because it's an increase to the customer's balance, even though it's a return of previously-earned credit rather than a brand-new reward.
Credit reward: Credit earned through an earn rule you've set up in the Credits section.
Tier order reward: Credit earned through a reward you've set up in Tiers & Rewards.
Order types and purchases
Breaks down orders that had credit applied into Subscription and One-time, counting orders rather than customers. An order counts as a subscription order if it includes any subscription line item, even if it also includes one-time items.
Daily Breakdown table
Detailed day-by-day breakdown with tabs to view:
Overall: Combined metrics.
Subscriptions: Subscription-specific data.
One-time orders: One-time purchase data.
Columns include:
Day: Date.
Customers: Number of active customers.
Credits redeemed: Number of credits used.
Orders: Number of orders placed.
Revenue: Total revenue generated.
Credits rewarded: Number of credits issued.