# Analytics

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**Who can use this feature?**

This feature is available in all plans.
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### What is "Analytics" feature?

The Analytics feature is your business intelligence hub – a powerful dashboard that transforms raw customer data into actionable insights, helping you understand and optimize your loyalty program's performance.

### Why do you need this feature?

This feature is important because it provides valuable insights into customer behavior, revenue, and loyalty points. These data points allow you to make informed strategic decisions, optimize the customer experience, and improve the performance of your online store. By understanding customer trends and preferences, you can drive revenue growth and build long-term relationships with your customers.

### Key metrics at a glance

Go to the **Joy: Loyalty Program** app and click on "**Analytics**" in the left-hand menu.

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-f287ff02bbf7cf8ef2139a18fb270f064c0f97d8%2Fimage%20(280).png?alt=media" alt=""><figcaption></figcaption></figure>

* **Revenue by Joy**: Revenue generated from orders using discounts issued by JoyComment
* **Loyalty members**: Customers who joined your loyalty programComment
* **Referred revenue**: Total sales generated by referral programComment
* **Redemption rate**: Percentage of customers redeeming points all-timeComment
* **Points earned**: Total points earned by your customersComment
* **Points redeemed**: Total points redeemed by your customers

### Monitor Your Performance

This dashboard gives a simple overview of key metrics, including:

#### Customize Your Dashboard View

Click the **calendar icon** to choose time period and analyze trends

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-407e4fb7818c4f7cdcf8910ee6b55d8bff9bec24%2Fimage%20(281).png?alt=media" alt=""><figcaption></figcaption></figure>

#### Data Breakdown

Data breakdown of loyalty program metrics provides valuable insights into customer behavior, program effectiveness, and revenue generation across various channels

* **Revenue by Joy**: Revenue from orders using Joy discounts boosts customer engagement, encourages repeat purchases, and drives sales growth

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-8086f6d47fac7835f31e65ca5116e9fac1d9c282%2Fimage%20(282).png?alt=media" alt=""><figcaption></figcaption></figure>

* **Loyalty members**

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Take a look at insights into your loyalty members, including details on new members and those in the VIP Tier

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-89d636af93ecc20e51ac79f4ba4c527d3ca42e7a%2Fimage%20(283).png?alt=media" alt=""><figcaption></figcaption></figure>
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Click **"View report**" to access a detailed breakdown

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-833fee0ff224c8ebd3736a4f417150fcd351f020%2Fimage%20(284).png?alt=media" alt=""><figcaption></figcaption></figure>
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Scroll down you will see the **Customer level engagement** to track behavior, measure program effectiveness, personalize experiences, and optimize strategies for better loyalty and retention (how many members in each tier and members are at risk and dormat (reduce activity and value, and minimal participation)

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-789b0bb18eb889f54e76f470bce79c9415850587%2Fimage%20(230).png?alt=media" alt=""><figcaption></figcaption></figure>
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* **Referred revenue**

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Take a look at data on customer referrals, including the number of referrals made and their impact on your store

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-1909bdf677bcb826cd4c90bb8edfab3c876f0268%2Fimage%20(285).png?alt=media" alt=""><figcaption></figcaption></figure>
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{% step %}
Click "**View report**" to explore detailed performance data

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-f53db57842b1563142a0adfdaffd46d21dc611a3%2Fimage%20(286).png?alt=media" alt=""><figcaption></figcaption></figure>
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* **Redemption rate**

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Take a look at an overview of points earned, redeemed, and overall point activity in your loyalty program

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-184a32cfa2e0fee3789823dd1aed2709e0b091c0%2Fimage%20(287).png?alt=media" alt=""><figcaption></figcaption></figure>
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{% step %}
Click "**View report**" to explore detailed performance data

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-adefe0db418c19d5145c54ae4381c83425dcd76b%2Fimage%20(288).png?alt=media" alt=""><figcaption></figcaption></figure>
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* **Points earned**: Total points earned by your customers reflect their engagement and loyalty, helping you track participation and reward frequent shoppers

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-266853491e93132c29001974be233d36638a243e%2Fimage%20(289).png?alt=media" alt=""><figcaption></figcaption></figure>

* **Points redeemed**: Total points redeemed by your customers show how they are using their rewards, indicating the effectiveness of your loyalty program and customer satisfaction

<figure><img src="https://1367962225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpAxc1paAgix94BNLrez8%2Fuploads%2Fgit-blob-0c7ea649408b68f1b49ae310581d7ad62461f771%2Fimage%20(290).png?alt=media" alt=""><figcaption></figcaption></figure>

### Place Order program breakdown <a href="#place-order-breakdown" id="place-order-breakdown"></a>

If you run multiple **Place Order** programs (for example, one targeting members, another for VIP tier bonuses, another for a seasonal promo), the **Top Programs** table now breaks the combined "Place Order" row into its individual sub-programs so you can see exactly which one is earning the most points.

#### What changed

Previously, all Place Order earnings were reported as a single row. Now:

* The row labelled **Place Order** acts as a **parent total** — sum of every Place Order program during the selected period.
* Click the row to **expand** it into sub-rows — one per Place Order program (e.g., *Place Order — Members*, *Place Order — Gold tier*, *Place Order — Back to school*), each with its own points figure.
* The sum of the expanded rows always equals the parent total.
* Stores with only one Place Order program continue to see a single row with no expand icon — layout is unchanged.

All figures follow the Top Programs **time filter** — the 7/30/90 day and custom range selectors apply to both parent and children.

#### When it's useful

* Compare the performance of a **promo Place Order program** against the evergreen one.
* Spot which VIP-tier Place Order rule is driving the most engagement.
* Decide which program to pause, amplify, or retire based on real earning data rather than guesswork.

### Pending points overview <a href="#pending-points-overview" id="pending-points-overview"></a>

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Only visible when **Pending Points** is enabled in **Settings → Additional Features**. Requires Advanced plan or above.
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When Pending Points is on, customers who place an order have their earned points held in a **pending** state during your return/refund window, and then converted to real points. Until now, pending points weren't visible in Analytics — they only showed up in each customer profile. Two new surfaces fix that.

#### Dashboard card

The main Analytics dashboard now shows a **Pending Points** card next to the existing Points metrics.

* Displays the **total pending points** across all customers for the selected time filter.
* Hover the info icon for a tooltip explanation — pending vs. earned.
* Responds to the global date filter, just like every other Analytics card.

#### Pending column in Top Programs

Inside **Top Programs → Place Order**, each row (parent and sub-programs) now has a second column showing its **Pending Points** contribution next to **Points (earned)**.

* Same row = same program, two numbers: real points already earned, and pending points waiting to convert.
* Expand Place Order to see pending points broken down per sub-program.
* Parent totals stay accurate: earned totals sum the earned children; pending totals sum the pending children.

#### Why this matters

Pending points represent future loyalty liability and future conversion into real rewards. Visibility here helps you:

* Forecast how many points will convert in the coming weeks.
* Detect unusually large pending balances — a signal of either a strong promo or a potential refund wave.
* Evaluate the real earning pace of each Place Order program without waiting for the hold period to end.

### VIP Tier Changes

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This chart is available on **Advanced** and **Ultimate** plans. Requires VIP Tiers to be active.
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The **VIP Tier Changes** chart tracks how customers move between tiers over time — upgrades, downgrades, demotions, and resets. Use it to understand tier health and spot trends in customer retention at each VIP level.

#### What it shows

The chart displays four types of tier movements:

| Movement      | Meaning                                                          |
| ------------- | ---------------------------------------------------------------- |
| **Upgrade**   | Customer moved to a higher tier (e.g., Silver → Gold)            |
| **Downgrade** | Customer moved to a lower tier due to tier assessment rules      |
| **Demotion**  | Customer dropped a tier due to inactivity or insufficient points |
| **Reset**     | Customer's tier was manually reset by merchant or system         |

#### How to use

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Go to **Analytics** in the left-hand menu, then scroll down to find the **VIP Tier Changes** chart below the existing metrics
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Use the **date range picker** to filter by time period — compare month-over-month to spot trends in tier movement
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Hover over data points to see exact counts for each movement type on a specific date
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#### Tips

* A healthy program should show **more upgrades than downgrades** over time
* If you see a spike in demotions, review your tier assessment cycle settings — the threshold may be too aggressive
* Use this data alongside [Tier Assessment](https://help.joy.so/membership/vip-tiers/tier-assessment) settings to fine-tune your VIP strategy

*That's it! Unlock the full potential of your loyalty program! Explore Joy Analytics today and drive smarter, data-driven growth.*