Customer Loyalty

Hi Darryn,

Thanks for reaching out. 

I assume that you have gone through how the customer loyalty reports are populated, New, return and loyal customers are defined in the following way

This might be different from your business definition of customers. You may want to go through this documentation - https://marketing.adobe.com/resources/help/en_US/reference/reports_customer_loyalty.html

Feel free to ask if you are encountering any discrepancy.

Regards,

TM

Hi TM,

Yes, I have gone through those definitions, and that is what I am basing my comparisons against. For instance, as an example, I have one customer that was categorised as "new" on the 25th June, however, according to our records, they have made 40 purchases, evenly spread between December 2014 and June 25th 2015. The overall accuracy for the 25th June for "new" customers is 30%.

At the same time, I have "loyal" customers that haven't purchased yet, as well as customers that only have one or two purchases. This is at a much lower % discrepancy.(6% - still not acceptable), but overall, when combined with the inaccuracy of the "new" customer categorisation, it makes the reporting worthless.

Thanks,

Darryn

Ok, it looks like even though I have set up the "Unique Visitor Variable" within the Admin Tools, it is not using that variable. The attached customer is shown as new for 5 purchases on 5 different visits, so it is clearly not using the variable I set as the unique variable. Will the new visitor service improve this variance?

[img]CustClassifications.JPG[/img]

Actually, this doesn't seem to be working at all. If you look at the previous attachment, it shows that the visitor is classified as "New" even though they have more than 1 purchase.

Visit number 1 with 1 purchase = New -> correct

Visit number 2 with 1 purchase = New -> correct

Visit number 3 with 1 purchase = New -> incorrect, should be Return.

Visit number 5 with 1 purchase = New -> incorrect, should be Loyal

They then suddenly skip to Loyal in Visit number 6, and 7, and then suddenly for their next purchase in visit 13, they are New again. 

Hi Darryn,

According to the Loyalty reporting rules

Visit number 3 with 1 purchase = Not return as <2 purchases

Visit number 5 with 1 purchase = Not loyal as <3 purchases

Discrepancy should not happen ideally. I would request you to reach out to ClientCare right away so that they could look deeper into the issue and solve it.

Regards,

TM

Hi, those were individual visits and orders, not cumulative orders.

Visit number 3 with 1 purchase (3rd purchase in total) = Not return as <2 purchases --> (it is return, as they had made 2 purchases in the previous 2 visits).

Visit number 5 with 1 purchase (4th purchase in total) = Not loyal as <3 purchases --> (it is loyal, as they had made 3 purchases in the previous 4 visits).

I guess I will have to raise with ClientCare.

I see. In that case you should surely reach out to the ClientCare.

Regards,

TM