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Loyalty program audit - how to assess your loyalty program in a time of crisis?


In times of crisis, it's crucial for businesses to evaluate and adapt their marketing strategies. One key aspect to assess is your loyalty program. A loyalty program audit allows you to understand its effectiveness and make necessary adjustments to ensure customer engagement and satisfaction during challenging times. In this blog post, we will guide your marketing team through the process of auditing your loyalty program.

1. Review Program Objectives:

Start by revisiting the objectives of your loyalty program. Are they still aligned with the current business landscape? Analyze how well your program meets customers' expectations based on their changing needs due to the crisis.

2. Evaluate Program Structure:

Assess the structure of your loyalty program, including tiers, rewards, and redemption options. Ensure that it aligns with both short-term goals (such as encouraging repeat purchases or referrals) and long-term goals (like fostering brand advocacy). Consider whether adjustments are needed to accommodate shifting customer behaviors or preferences.

3. Examine Communication Channels:

Evaluate how effectively you communicate with members about program updates, promotions, or changes in services/products during a crisis situation. Ensure that communication channels are clear, consistent across platforms (website, social media), personalized when possible, and sensitive to customers' circumstances.

4. Analyze Data Collection & Privacy Practices:

Review data collection processes related to your loyalty program while considering privacy regulations such as GDPR or CCPA compliance if applicable. Consider whether any modifications need implementation regarding data collection methods or opt-in/opt-out procedures.

5.Measure Customer Engagement & Satisfaction Levels:

Analyze customer engagement metrics within the loyalty program (e.g., participation rates, membership growth) alongside overall customer satisfaction levels. Determine if there has been a significant shift since the onset of the crisis. Identify areas for improvement based on feedback from surveys, focus groups, social media interactions, and direct member communications. Use these insights to enhance the overall loyalty program experience.

6. Assess Program ROI:

Evaluate the return on investment (ROI) generated by your loyalty program during the crisis period. Consider factors such as increased customer retention, average order value, or referral rates. Ensure that the costs associated with running the program are justifiable and generating tangible benefits for your business.

7. Seek Customer Feedback:

Collect feedback directly from loyalty program members through surveys or personalized outreach methods. Ask about their satisfaction levels, challenges faced, and suggestions for improvement. Use this feedback to make data-driven decisions when refining your loyalty program strategies.


In times of crisis, auditing your loyalty program is essential to ensure its alignment with shifting customer needs and expectations. Evaluate its objectives, structure, and communication channels while prioritizing privacy compliance. Utilize available data to measure engagement levels, satisfaction, and ROI. Solicit direct member feedback as a valuable resource for making informed adjustments. Through regular assessments, your marketing team can maintain an effective and impactful loyalty program even during challenging times.

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