Loyalty Program Overview
The loyalty program rewards customers for riding with your fleet. Customers earn points for rides, achieve tiers for additional benefits, and can refer friends for bonus rewards.
Navigation
Access the Loyalty Program from Dashboard > Loyalty in the sidebar.
Program Components
Points System
Customers earn points for:
- Completing rides
- Parking in preferred zones
- Maintaining good behavior
- Referrals
- Special achievements
Tier System
As customers accumulate points:
- Progress through tiers
- Unlock better benefits
- Receive tier-specific perks
- Maintain status with continued riding
Rewards
Points can be redeemed for:
- Ride discounts
- Free unlocks
- Wallet credits
- Exclusive offers
Enabling the Loyalty Program
Setup
- Navigate to Loyalty in the sidebar
- Click Settings
- Toggle Enable Loyalty Program
- Configure program parameters
- Save changes
Basic Configuration
| Setting | Description | Default |
|---|---|---|
| Points Per Dollar | Points earned per $ spent | 10 |
| Points Per Ride | Bonus points per completed ride | 5 |
| Parking Bonus | Points for preferred parking | 10 |
| Referral Bonus | Points for successful referral | 100 |
Earning Points
Ride Points
Customers earn points automatically:
Points = (Ride Cost × Points Per Dollar) + Points Per Ride
Example:
- $8 ride with 10 points/$ and 5 per ride
- Points = ($8 × 10) + 5 = 85 points
Parking Zone Bonuses
Extra points for good parking behavior:
| Parking Action | Bonus Points |
|---|---|
| Parking zone | +10 |
| Preferred parking | +20 |
| Bonus zone | +30-50 |
| Charging station | +25 |
Behavior Bonuses
Reward positive behavior:
| Behavior | Bonus Points |
|---|---|
| Safe riding streak | +15 |
| No violations | +10/week |
| End ride properly | +5 |
| Good feedback rating | +10 |
Achievement Points
One-time bonuses for milestones:
| Achievement | Points |
|---|---|
| First ride | 50 |
| 10th ride | 100 |
| 50th ride | 250 |
| 100th ride | 500 |
| First referral | 100 |
Loyalty Dashboard
Customer View
In the app, customers see:
- Current points balance
- Points to next tier
- Recent points activity
- Available rewards
- Referral code
Operator View
In the dashboard, view:
- Total points issued
- Points redeemed
- Active tier distribution
- Engagement metrics
Loyalty Statistics
| Metric | Description |
|---|---|
| Total Members | Customers with points |
| Active Members | Earned points in last 30 days |
| Points Issued | Total points given out |
| Points Redeemed | Total points spent |
| Redemption Rate | % of points redeemed |
Customer Loyalty Details
Viewing Customer Points
From customer profile:
- Click on customer
- View loyalty summary
- See tier status
- Review points history
Points History
Track all points activity:
- Date and time
- Points earned/spent
- Reason/source
- Running balance
Manual Point Adjustments
To add/remove points manually:
- Open customer details
- Click Adjust Points
- Enter amount (+/-)
- Add reason
- Confirm
Audit Trail
All manual point adjustments are logged. Include clear reasons for auditing.
Rewards Configuration
Creating Rewards
- Navigate to Loyalty > Rewards
- Click Add Reward
- Configure reward:
- Name
- Points cost
- Reward type
- Value
- Save
Reward Types
| Type | Description | Example |
|---|---|---|
| Free Unlock | No unlock fee | 50 points |
| Ride Discount | % off ride | 100 points = 20% off |
| Wallet Credit | Add to wallet | 200 points = $2 |
| Free Ride | Entire ride free | 500 points |
Reward Settings
| Setting | Description |
|---|---|
| Points Required | Cost to redeem |
| Reward Value | What customer receives |
| Max Redemptions | Per customer limit |
| Availability | Always or limited time |
Redemption Process
How Customers Redeem
- Open app loyalty section
- View available rewards
- Select reward to redeem
- Confirm point deduction
- Reward applied to account
Automatic vs. Manual
- Automatic: Reward applied instantly
- Manual: Requires operator approval
Redemption Limits
Prevent abuse with limits:
- Max redemptions per day
- Max redemptions per month
- Minimum points balance to maintain
Points Expiration
Configuring Expiration
Set if/when points expire:
| Option | Behavior |
|---|---|
| Never | Points last forever |
| 12 months | Expire after inactivity |
| Rolling | Oldest points expire first |
Expiration Notifications
Warn customers before expiration:
- 30 days before: Email reminder
- 7 days before: Push notification
- 1 day before: Final reminder
Preventing Expiration
Points expiration resets with:
- Any ride completion
- Point redemption
- Point earning activity
Program Analytics
Key Metrics
Monitor program health:
| Metric | Target |
|---|---|
| Enrollment Rate | >80% of customers |
| Active Rate | >40% monthly |
| Redemption Rate | 30-50% |
| Points Value | Track liability |
Reports
Generate loyalty reports:
- Points issued by period
- Redemptions by reward type
- Tier distribution
- Engagement trends
Best Practices
Point Value
Keep points valuable:
- Not too easy to earn
- Not too hard to redeem
- Clear value proposition
- Competitive with alternatives
Engagement
Drive ongoing engagement:
- Regular point-earning opportunities
- Achievable rewards
- Tier progression motivation
- Special promotions
Communication
Keep members informed:
- Points balance in app
- Tier progress visible
- Upcoming expiration alerts
- New reward announcements
Fraud Prevention
Protect the program:
- Monitor unusual point activity
- Limit referral abuse
- Cap daily earnings
- Review manual adjustments
Troubleshooting
Points Not Earned
If customer didn't receive points:
- Verify ride completed successfully
- Check loyalty program is enabled
- Review point earning rules
- Manually credit if warranted
Redemption Failed
If reward didn't apply:
- Confirm sufficient points
- Check reward availability
- Verify redemption limits
- Process manually if needed
Wrong Points Balance
If balance seems incorrect:
- Review points history
- Look for expirations
- Check for adjustments
- Recalculate manually
Need Help?
For loyalty program assistance, contact support@levyelectric.com.