Loyalty Program Analytics and Reporting
See what's working. Know why. Act on it the same day.
RCX Analytics is the reporting and intelligence layer of the ReactorCX enterprise loyalty platform. It gives four layers of access to one loyalty data model: pre-built dashboards that refresh in near real time, plain-language questions answered with generated SQL, AI insights that surface trends, anomalies and forecasts, and unlimited SQL and BI access for technical teams.
Dashboard
Program health · this week
Incremental visits
Liability vs ledger
Reconciliation
Matching · same recordsWhich promotions drove the most incremental visits last week, and what did they cost?
Analytics and the ledger read the same records · lineage to every activity
Analyze. Ask. Anticipate. Act.
Different users have different needs. A loyalty team might use dashboards for daily monitoring, plain-language questions for ad hoc analysis, AI summaries for leadership and direct SQL for custom models. The layers are not mutually exclusive.
Pre-built dashboards
The operational categories loyalty teams track daily: promotions, tiers, streaks, liability, accruals, enrollment, engagement and profitability. Near-real-time refresh. Copy them, modify them or build your own; ingest external data for richer context.
Conversational analytics
For questions the dashboards do not cover. A plain-language question generates a SQL query on demand against the loyalty data model and returns a table or chart in minutes, with no IT ticket.
AI-powered insights
Surfaces what you should be asking, not only what you did ask. Detects trends and anomalies, generates executive summaries in one click and delivers them to leadership, and forecasts liability, redemption patterns and member behaviour.
Unlimited SQL and BI
Direct, unrestricted SQL over the full loyalty data model for technical teams, and native connections for Microsoft Power BI, Tableau, Looker and other BI tools straight to the data warehouse.
Dashboards and reports for the decisions a program makes
Ready-made dashboards in five decision areas, each built around questions a team answers every week, plus scheduled reports and a governed metric library that grows with every release.
Is the program healthy, and what needs attention?
- Program health. Members, activity, points flow and liability on one page, trended against plan, with anomalies flagged for follow-up.
- Enrolled members
- Active rate
- Monthly active members
- Redemption participation
- Loyalty liability
Who is joining, who is engaged, and who is worth what?
- Acquisition and enrollment. Sign-ups by source and channel, and the quality of the members each source brings.
- Engagement and lifecycle. Lifecycle stages, tier movement and members at risk of lapsing.
- Value and segmentation. Member value, movement between segments and incremental revenue.
- New members
- Time to first earn
- Engagement score
- Tier upgrades and downgrades
- Customer lifetime value
Where do points come from, where do they go, and what do they cost?
- Accrual. Points issued by source, partner, category and location, and the share that came from bonuses.
- Redemption. Who redeems, what they redeem and what each redemption costs.
- Expiration. Points approaching expiry and the members holding them.
- Financials and liability. Liability, cost per point, breakage against assumptions and the liability outlook.
- Points issued
- Earn-to-burn ratio
- Reward cost per redemption
- Expiration rate
- Cost per point
- Liability aging
Which promotions, offers and partners create net value?
- Promotion performance. Participation, incremental margin and return against control groups, so each promotion can be scaled, changed or stopped.
- Offers and rewards. Activation, completion and redemption, offer stacking, and the rewards members value most.
- Partner performance. Partner reach, earn and burn, growth and risk.
- Promotion funnel conversion
- Incremental revenue
- Promotion ROI
- Offer activation rate
- Partner-active members
Can we trust the numbers, and the activity behind them?
- Member service. What drives contacts and how manual adjustments are used.
- Fraud and risk. Unusual earning patterns, flagged members and the value at risk.
- Data quality and operations. Freshness, reconciliation breaks and pipeline health behind every dashboard.
- Adjustment volume
- Earn velocity alerts
- Exposure at risk
- Data freshness
- Reconciliation breaks
Scheduled reports for the people who run the program
- Marketing operations. Promotion budget pacing, offer inventory and expiry pacing, audience counts and overlap, lapse-risk and win-back queues, tier qualification runway, enrollment source quality.
- Finance and accounting. Liability roll-forward, points cost accrual by division, breakage against assumption, manual adjustment audit, holdout integrity.
Every dashboard and report can be filtered, exported and shared, and new ones arrive with regular releases.
Program health
For executives and program owners: the whole program on one page, what changed since the last review, and what needs attention.
- Enrolled, active and monthly active members against plan
- Points issued, redeemed and expired, and the liability they create
- Redemption participation across the member base
- Performance by division and region
- Anomalies flagged with an owner and a link to the dashboard that explains them
Financials and liability
For finance and the controller: what the program owes, how it moved this period, and where it is heading.
- Outstanding points and the liability they represent
- Opening balance, issued, redeemed, expired and closing balance for the period
- Cost per point and liability aging
- Actual redemption and breakage against the assumptions finance carries
- The liability outlook with a forecast range
Promotion performance
For marketing and promotion managers: which promotions earn their budget, which to scale, and which to stop.
- Live promotions, participants and the bonus liability they create
- Eligible, participating and completing members for each promotion
- Incremental margin and return measured against control groups
- Budget pacing for live promotions
- Promotions ranked by return, with a recommended disposition
Browse the metric library
Membership and acquisition
- Enrolled members
- Reachable members
- New members
- Closed and merged accounts
- Enrollment completion rate
- Cost per acquired member
- Time to first earn
- Early activation rate
- Acquisition quality index
Engagement and lifecycle
- Active members and active rate
- Monthly active members
- Engagement score
- Lapsed, at-risk and reactivated members
- Cohort retention rate
- Purchase frequency
- Earn-and-redeem members
Member value
- Average member spend
- Loyalty penetration of sales
- Member versus non-member basket index
- Customer lifetime value
- Incremental program revenue
- Program contribution
Points activity
- Points issued, redeemed and expired
- Earn-to-burn ratio
- Redemption participation rate
- Time from earn to burn
- Bonus share of earn
- Activity success rate
- Reversal rate
Tiers
- Tier distribution
- Upgrade and downgrade rate
- Distance to next tier
- Tier benefit utilization
- Tier net value
Promotions, offers and rewards
- Promotion funnel conversion
- Incremental revenue and margin
- Promotion ROI
- Cost per incremental transaction
- Cannibalization rate
- Promotion liability issued
- Offer activation, completion and redemption rates
- Offer fatigue index
- Reward cost per redemption
- Reward fulfillment failure rate
Partners
- Partner-active members
- Partner funding rate
- Partner net contribution
- Settlement variance
- Settlement aging
Financials and liability
- Outstanding points balance
- Loyalty liability
- Deferred revenue balance
- Breakage rate
- Operational expiration rate
- Cost per point
- Liability aging
- Program ROI
- Net redemption rate
- Actual redemption against assumption
Service, risk and operations
- Service contact rate
- First-contact resolution
- Adjustment volume and value
- Earn velocity alerts
- Members flagged for review
- Exposure at risk
- Data freshness
- Reconciliation breaks
- Pipeline success rate
Each metric has one definition, used on every dashboard, report and export. Availability depends on the program's configuration and data sources, and the library grows with regular releases.
Dashboards refresh in near real time. Every figure traces to the activities that produced it.
Ask the program a question in plain language
Every platform ships with dashboards, and they show what the vendor anticipated you would want. The questions loyalty teams actually ask rarely match. A program director does not want redemption rates in aggregate; she wants redemption rates for lapsed Gold members who received the Q3 win-back offer in one region. That query never existed in a pre-built dashboard.
RCX Analytics answers it. The question becomes a SQL query against the loyalty data model, the query runs, and a table or chart comes back. This is not a chatbot summarising reports: the interface sits on a complete loyalty data model that understands tiers, promotions, members, transactions and the relationships between them.
- "How many members moved up to the highest tier last month?"
- "Show me promotion performance for campaigns launched in December."
- "Total activities year to date by partner name."
- "Show me a model-driven forecast of quarterly sales for peak season next year."
Role-based permissions, query limits and row-level security restrict every user to the data they are authorised to see. The generated query is visible, so an analyst can check what was run.
How AI works inside ReactorCX · Stop querying your data, start talking to it
Question
Plain language, from a business user
Generated SQL
Built against the loyalty data model; visible and reviewable
Permissions applied
Role, query limits, row-level security
Answer
Table or chart, in minutes, from the same records the engine wrote
Analytics and the ledger read the same records.
Because ReactorCX writes an execution log for every activity, analytics is not a separate copy of the truth.
Every liability figure on a dashboard traces to the member activities that created it, with source rule, currency, brand, partner, timestamp and expiry. Partner and line-of-business attribution is tracked at the sub-balance level, so liability reports per brand and per partner without allocation rules. Finance and marketing look at the same lineage, and the number on the dashboard is the number in the export to the general ledger.
Promotion performance is measured against control groups, so the report shows incremental impact rather than participation. Expired value is written when it expires, with its source, so breakage is computed rather than estimated.
Your data, your tools, no lock-in
Most enterprise clients already run a CDP and a BI stack. The goal is to feed them, not replace them.
Unlimited SQL access
Write custom queries against the full loyalty data model, with no rate limits or proprietary formats standing between an analyst and the data. Customer demographics, transaction history, engagement activities and reward redemptions, organised for analysis.
Native BI connections
Microsoft Power BI, Tableau, Looker and other BI tools connect straight to the data warehouse, so teams build and share dashboards in the tools they already know.
Lake sync and event stream
The full data model is synced to your data lake on a schedule, and Level 1 and Level 2 events stream to your warehouse in real time. Loyalty data is an asset you own, not a resource the vendor controls.
See the data model and the sync in the documentation.
Analytics and data accessWhat each team reads from the same data model
| Team | Question | Where the answer comes from |
|---|---|---|
| Marketing | Which promotions moved incremental visits? | Promotion dashboards; test and control groups on every promotion |
| Merchandising and category management | Did the offer lift trips and basket size, and who funded it? | Promotion dashboards: trip frequency, basket size and lift against control, with the funded amount by supplier from the same execution log |
| Loyalty operations | Why did this member not earn? | Execution log: what ran, why, which rule fired, what data was used |
| Finance | What is outstanding liability by brand and partner? | Liability dashboards; sub-balance lineage; transaction-level exports to the ledger |
| Data science | Which segments are at risk of lapsing? | Unlimited SQL over the full data model; events and lake sync into your own models |
| Executives | What changed this week and what should we watch? | AI-generated summaries and anomaly alerts delivered to the inbox |
Frequently asked questions
What dashboards come with ReactorCX?
Ready-made dashboards in five decision areas: executive program health; member acquisition, engagement and value; points accrual, redemption, expiration and liability; promotion, offer, reward and partner performance; and member service, fraud and risk, and data quality. Scheduled reports cover marketing operations and finance. Dashboards refresh in near real time, and new dashboards, reports and metrics arrive with regular releases.
Can business users ask questions in plain language?
Yes. RCX Analytics turns a plain-language question into a SQL query against the loyalty data model, runs it and returns a table or chart. Role-based permissions, query limits and row-level security restrict every user to the data they are authorised to see.
Can our analysts query loyalty data directly?
Yes. ReactorCX provides unlimited SQL access to the full loyalty data model, and BI tools such as Microsoft Power BI, Tableau and Looker connect straight to the data warehouse. The data model is also synced to the client's data lake on a schedule.
Do analytics figures reconcile with the finance ledger?
They read the same records. Every liability figure on a dashboard traces to the member activities that created it, with source rule, currency, brand, partner and expiry, because analytics is built on the execution log the engine writes rather than on a separate copy of the data.
How is promotion performance measured?
Control groups are available on every promotion, so performance is reported as incremental impact against members who did not receive the offer, not as participation alone.
Does ReactorCX lock loyalty data inside the platform?
No. Loyalty data is treated as the client's asset: unlimited SQL access, direct BI connections and scheduled sync of the full data model to the client's data lake, with events streamed to the warehouse in real time.
Bring a liability question. Leave with the lineage.
Ask the question your dashboards cannot answer today. We will run it against a sample program, show the generated query, and trace one figure back to the activities behind it.