Loyalty Tiers

Loyalty tiers create status levels that reward your most frequent riders. As customers earn points, they progress through tiers and unlock additional benefits.

Understanding Tiers

How Tiers Work

Levy Fleets uses a rides-in-a-window qualification model (Bird/Lime-style "frequent flyer" tiers), not a lifetime-points threshold. Riders qualify for a tier by completing a minimum number of rides inside a rolling time window.

1. Each tier has a minimum ride count and a qualification period in days (default 28).
2. Every time a rider finishes a ride, the system counts their rides in that window.
3. The highest tier whose ride threshold the rider meets becomes their current tier.
4. If their qualifying-rides count later falls below the threshold (because old rides drop out of the window), they move back down to whichever tier they still qualify for.

This means status is earned by recent activity, not by ever-accumulating points — the program rewards consistent riders, not just historical heavy users.

Default Tiers

There are no out-of-the-box tiers. When you first open Loyalty → Tiers, the list is empty and you define your own. A common starting structure looks like:

The base tier (min rides = 0) is the default everyone falls into and cannot be deleted.

Configuring Tiers

Creating a Tier

1. Navigate to Loyalty → Tiers
2. Click Add Tier
3. Fill in the form (fields described below)
4. Click Save

Tier Fields

Tier Benefits

What benefits actually do

All of these apply automatically at ride start or ride end — riders don't redeem anything to use them.

Example Tier Structure

Bronze (base, 0 rides):

• Standard pricing
• 1.0× point earning

Silver (5 rides in 28 days):

• 5% off unlock fee
• 2 free unlocks/month
• 1.25× point earning

Gold (15 rides in 28 days):

• 10% off unlock fee
• 5% off per-minute charge
• 5 free unlocks/month
• 1.5× point earning
• Priority support

Platinum (30 rides in 28 days):

• 15% off unlock fee
• 10% off per-minute charge
• 10 free unlocks/month
• 2× point earning
• Priority support

Tier Progression

What riders see

In the Loyalty section of the mobile app, riders see:

• Current tier with badge color
• Rides completed inside the current qualification window
• Rides needed to reach the next tier
• Benefits of the current tier and a preview of the next
• Free unlocks remaining this month (if their tier includes any)

Tier change notifications

Tier changes are recorded in customer_tier_history with the reason and the rider's qualifying-rides count at the time. The mobile app reflects the new tier the next time the rider opens the Loyalty screen. We do not currently send a separate push or email when a rider tiers up — surfacing that in your own comms is a good way to amplify the moment.

How Tier Maintenance Works

There aren't separate "permanent / annual / rolling" modes — every tier is rolling by design. You control the cadence through each tier's qualification window:

The rider's qualifying-rides count is recomputed every time they finish a ride and on a daily cron, so demotions happen naturally as old rides age out — no grace-period rules to configure.

Custom Tiers

Creating Custom Tiers

Beyond default tiers:

1. Add new tier
2. Name appropriately
3. Set unique threshold
4. Define special benefits

Example Custom Tiers

Commuter (1,000 points):

• For daily riders
• Monthly pass discount
• Rush hour priority

Explorer (3,500 points):

• For weekend riders
• Weekend bonuses
• Tourism partnerships

VIP Elite (10,000 points):

• Top customers only
• Maximum benefits
• Exclusive events

Tier-Specific Promotions

Targeted Offers

Create tier-specific promos:

• Silver-only flash sales
• Gold member exclusives
• Platinum preview access

Tier Challenges

Use the Challenges tab to spin up time-limited events that nudge riders up a tier — for example, a "5 rides in 7 days" challenge that lines up exactly with your Silver threshold gives lapsed Bronze riders an obvious next step.

Tier Analytics

Tracking Distribution

Monitor tier health:

• % of customers in each tier
• Progression rates
• Drop-off points
• Tier value (revenue per tier)

Key Metrics

Ideal Distribution

Healthy tier distribution:

• Bronze: 50-60%
• Silver: 25-30%
• Gold: 10-15%
• Platinum: 3-5%

Display and Branding

Tier Icons

Default icons:

• 🥉 Bronze
• 🥈 Silver
• 🥇 Gold
• 💎 Platinum

Custom Branding

Each tier has a Badge color (hex value) and an optional Badge icon URL. If you provide an image URL the rider's app will use that as the tier badge; otherwise it falls back to a colored badge.

In-App Display

Riders see their tier:

• In the Loyalty section of the mobile app, with a progress bar to the next tier
• On their profile screen
• When they redeem points (free unlocks remaining are surfaced inline)

Best Practices

Tier Design

• Make first tier achievable quickly
• Space tiers appropriately
• Each tier should feel valuable
• Top tier should be aspirational

Benefits Balance

• Don't give everything at Bronze
• Each tier adds meaningful value
• Reserve best for highest tier
• Benefits should motivate behavior

Communication

• Celebrate tier achievements
• Remind of benefits regularly
• Show progress clearly
• Preview next tier benefits

Troubleshooting

Customer Tier Wrong

Remember: tier is based on rides in the qualification window, not lifetime points or lifetime rides. If a rider's tier seems too low:

1. Open the rider in Loyalty and check their qualifying-rides count (rides inside the window)
2. Confirm the tier thresholds are what you expect
3. If a ride is missing from the count, check that the ride actually completed (cancelled rides don't count)
4. As a last resort, use Adjust Points with a clear reason — but tier itself isn't manually overrideable, it recomputes from ride history

Benefits Not Applying

If a tier benefit isn't applying:

1. Confirm the rider is actually in the expected tier (qualifying rides ≥ tier minimum)
2. Confirm the benefit is non-zero on that tier (a 0% discount on a Silver tier won't show up)
3. For free unlocks: check the rider hasn't already used their monthly allotment (counter resets on the 1st)
4. Loyalty must be enabled in Settings — tier benefits don't apply when the program is off

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