Customer Loyalty Program Checklist
Covers loyalty enrollment, benefit communication, reward tracking, customer eligibility, usage reporting, and retention impact.
Sample Audit Programs
For the complete checklist, and scoring criteria download the file
1. Is every eligible customer offered loyalty programme enrolment at the point of purchase or first service visit, with enrolment rate tracked per advisor?;
2. Is the loyalty programme eligibility criteria clearly defined, documented, and consistently applied, with no eligible customer excluded or ineligible customer enrolled?;
3. Is the enrolment process simple and completable within a single interaction, without requiring the customer to complete lengthy documentation independently?;
4. Is enrolment recorded in the CRM at the point of sign-up, immediately visible to all staff so the customer's loyalty status is recognised at every future touchpoint?;
5. Are loyalty programme benefits explained clearly and specifically at the point of enrolment, not left for the customer to discover from printed material?;
6. Are customers reminded of their loyalty programme benefits at each relevant touchpoint — service visit, anniversary, redemption opportunity — rather than only at enrolment?;
7. Is each member's reward balance, redemption history, and upcoming eligibility tracked accurately in the system, accessible to staff at point of interaction?;
8. Are rewards redeemed promptly and correctly when the customer is eligible, with no customer needing to chase for a reward they have earned?;
9. Is programme enrolment rate, active member rate, and redemption rate tracked on a defined cycle?;
10. Is the programme's cost per retention outcome (enrolled member who returns versus non-member) calculated and reviewed to confirm the programme is generating positive ROI?;
Customizable Audit Programs to Suit Your Business Needs
Our flexible system allows you to create tailored question lists, group them into meaningful programs, and ensure compliance across various departments. Preview sample programs and question lists to understand how you can elevate your auditing process with ease.