Glossary of Terms
Punchh Platform Terms and Definitions
Not seeing the term you are looking for? Check out Offers: Overview for details about offers types and Punchh Program Types for a list of the loyalty programs available at Punchh.
| Term | Definition |
|---|---|
| Account History | View the customer's point/punch accumulation, rewards, and items redeemed. This is the same as what is displayed in the account history section of the app. All events are chronologically ordered, starting with the most recent on the top. |
| Acquire Customer | Customer who has not yet enrolled in your business's loyalty program. |
| Add Note | Leave a comment regarding this customer for future reference. You also have the ability to ban a fraudulent customer from the loyalty program at one location or all locations. |
| Anniversary campaigns | A great way to make your customers feel special and valued on their birthday, their wedding anniversary (if they provided it in their guests profile), or on the loyalty program's anniversary. |
| App Downloads | Total sum of downloads from Apple and Android store. Note: The count of downloads is dependent on a 3rd party service so data may not match at times.
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| App Statistics | All application downloads by iOS and/or Android |
| Audit Log | Shows who made changes to the Business Settings. |
| Average Anonymous Receipt Amount | The average check amount is in dollars across all non-loyalty receipts. |
| Average Check | Total loyalty sales / Total loyalty checkins |
| Average Checkins | Total loyalty checkins / Unique Guests |
| Average Loyalty Receipt Amount | The average amount in dollars across all loyalty receipts. |
| Average Spend | The average spend in dollars of loyalty customers. |
| Average Visits | The average number of visits of all guests who have 1+ checkins. Total Visits divided by Unique Visitors. |
| Backlog | Shows the number of receipts to be sent to our servers (0 unless there was an extended outage) |
| Barcode Checkin | Loyalty checkins made via scanning a receipt barcode. |
| Barcode Lookup | Use the Barcode Lookup page to investigate any customer transaction discrepancies--the check will show up upon searching. The Barcode Report gives you a comprehensive view of the barcodes used that day. |
| Biggest Loyalty Checkin | The largest receipt amount in dollars associated to loyalty program. |
| Biggest Receipt Amount in POS | The largest receipt amount in dollars in POS (loyalty+non-loyalty). |
| Checkin Failures | High Level information regarding all failed checkins. Ability to segmented by various "failure types" |
| Checkin Survey | These campaigns are used to provide guests a survey, when they check in into the app. |
| Compression campaign | Intended to target loyalty customers who are on the cusp of earning a loyalty reward. If 100 points earned becomes a $10 reward and a customer has 90-99 points, they would be the ideal segment for a Compression campaign. |
| Coupon Lookup | Details about the generated coupons for campaigns, and their status (If coupon functionality is enabled) |
| Coupons Awarded | Total number of Coupons associated with guests. |
| Coupons/Promos Redeemed | Total number of coupons/promos redeemed at the POS. |
| Coupons/Promos Redemption Amount | Currency value of total coupons/promos redeemed by guests (in the form of $ off, % off or redeemables) |
| Coupons/Promos Revenue | Sum of $ value of all the receipts where a coupon/promo has been redeemed. |
| Customer Feedback | The number of reviews (public and private) written by customers who have one or more checkin. A customer can author multiple reviews (one per checkin maximum). |
| Day Parts | You can set up parts of days such as breakfast, lunch, and dinner by defining the hourly range for each. Breakfast might be 7,8,9,10 for example. This can be used in segmenting, to pick all purchases within a specific day part. |
| Diagnostic Logs | Logs from the POS and assigned terminals with the following information: Location, Diagnostic Mode, Terminals, Terminal Number, Received At, Description, Receipt Datetime Last, POS Type, MAC Address, and Language. |
| eClub | Guests who have joined the program via migration from an eClub guest list. |
| Edit Location | Allows you to adjust and configure a specific location. |
| Edit Profile | Update a customer's information such as their name, email, gender, phone, password, birthday, and wedding anniversary. |
| Email Open Rate | Total number of Unique opens / total number of emails delivered. |
| Expired campaigns | Campaigns whose End Date has lapsed and thus the campaign has expired. You can reactivate an expired campaign by clicking on the campaign, clicking "Edit Campaign" and re-entering the desired Start and End dates. |
| Export a Location Summary | Allows you to pull the exported list of all your locations and includes the following columns: ID Number, Name of Location, Store Number, Address, City, State, Zip Code, Country, Latitude, Longitude, Business ID Number, Location Fax Number, Location Email, Time Zone, Phone Number, Checkin Count, Redemption Count, Feedback Count, QR Code, API Key, Short Key, QR Code, and Download Link. |
| Facebook Feedback Settings | When customers share their feedback on Facebook the details entered here determine the template of the post |
| Failures | Directs to the Business Checkin Distance Error Analysis page. |
| Feedback | The total number of reviews (feedback as well as ratings) submitted by guests. |
| Feedback Count | Number of Total Feedback Received (ratings + reviews). |
| Force Redemption | In case of any issues while a customer is looking to redeem a redeemable, use Force Redemption to give the redeemable to the customer. |
| Fraud Detection Rules | Set up the fraud detection rules through this page. Flags guests who have ordered food to be delivered, but scan at the restaurant location. Aims to prevent employees from scanning receipts before delivering the food. |
| Fraud Suspects | This feature comes at an additional cost. Through this feature, you can define rules that mark individuals as fraud suspects. As customers are marked as fraudulent then they get populated here. From this page, you can take actions to investigate and even ban the guests from your loyalty customer base. |
| Future campaigns | Campaigns that have been created but are not yet active. The Start Date is beyond the current day and time. |
| Gift bearing campaigns | Are intended to gift the customer extra points/punches or a redeemable upon making a purchase and doing a loyalty checkin (e.g., gifting a free side with the purchase of a sandwich or double points/punches earned for buying Pad Thai on Wednesdays). |
| Gift Checkin | Additional checkins gifted by a business when a guest achieves a target (e.g., double checkins on visits during breakfast, then an extra visit is gifted checkin). |
| Guest Timeline | See a historical record of all customer actions. These include date and method of signup, gifted points/punches, loyalty checkins with dollar amount spent per visit, and an actual snapshot of the check for that visit (click on the camera icon on the bottom left of a Purchase Activity box) and suspicious activity. |
| Heartbeats | Heartbeats is only available for proxy-based integrations. It indicates whether there is communication between the POS system and Punchh. |
| Honored Redemptions | Redemptions that have been processed (the customer has brought the redemption code to the counter/POS and successfully used the redemption). |
| Hybrid Program | A loyalty program type that uses both points and visits. Both points and visits can translate to rewards. |
| Include Modifiers with Base Item (On the Line Item Selectors Page) | The Punchh system has the ability to recognize modifiers, thus if you want to include modifiers in the group, please select this box. For example, while creating a free pizza, you would want to include the ID for Pizza and all modifiers such as thin crust or thick crust |
| Lapsed Guests Trend | Shows analytics as the number of lapsed guests versus lapse duration. Additionally, view the number of lapsed guests in the calendar/list view here. |
| Line Item Selectors | Line item selector is the way to create a group of Menu Item IDs that the Punch System can recognize. Such as a Beverage group, or a salad group. |
| % Lift | The lift (relative difference) between the average loyalty receipt amount vs. the average anonymous receipt amount. ((Average Loyalty Receipt Amount + Average Anonymous Receipt Amounts) / Average Anonymous Receipt Amount) X 100. |
| Location Name | Name of a location as it appears in the Punchh Platform. |
| Location Scoreboard | Shows the top 20% quintile and lets you export the following: Loyalty Punches, Unique Guests, New Guests, Feedback, Redemptions, Participation, and Average Check. |
| Low Ratings | Feedback with 3 stars or less |
| Loyalty Checkin | A loyalty checkin refers to an event when the guest either scans a receipt, scans the QR code, or takes the picture, and sends it over for verification, or does a POS or Online purchase. Checkin is based on scan date and time. |
| % of Loyalty Checkins | The percent of loyalty receipts as compared to all receipts. (Total Loyalty Receipts / Total Receipts in the POS) X 100. |
| Loyalty Customer | Customer who has enrolled in the loyalty program for a given business. |
| Loyalty Redemption | A redemption is referred to an event when the guest generates the redemption code on app/web and get it processed on POS. |
| Loyalty Sales | The total amount of net sales attributed to loyalty checkins across all channels where a guest may have made a purchase. This is net spend. |
| Mass campaigns | Intended to inform customer segments about news and information (e.g. a new menu item, location opening, etc.). |
| Mass Campaign Revenue | Gross spend for all receipts on which a redemption was processed, across all mass gifting gift-bearing campaigns (discounts are not factored in this calculation). Only those redemptions processed within the specified time frame are considered, irrespective of when they were gifted. |
| Membership Tiers | Here you will see a list of the membership programs you've created. This will consist of a summary of the membership program, including the name, a description of the program, the cost (in $) of joining, and if it is recurring. A point-based loyalty program can have tiers that have defined lower and upper limits. As guest's lifetime balance increases and crosses the upper limit of a tier, the guest reaches to the upper tier where generally they enjoy more benefits (as configured for a business) such as earning more points per $ or more $s are earned per n points or surprise and delight offers. |
| Mobile Email | Guests who have joined the program via email on mobile app |
| Mobile Facebook | Guests who have joined the program via Facebook on mobile app |
| Negative Feedback | Through sentiment reading, Punchh can identify negative comments that include profanity or words that signify the customer did not have a great experience. You have the ability to reply directly to customers (email and phone notification) who commented negatively and even gift them punches/points. Contact cs@punchh.com to add negative words that are unique to your restaurant or region and they will be identified. |
| Net Spend | Gross spend - Discount |
| New Guests | The number of loyalty customers who performed their first loyalty checkin during a specified time range and/or the first time they checkin at a specific location. |
| % of New Guests | The percent of new customers' receipts as compared to Total Receipts in POS. (New Customers / Total Receipts in POS) X 100. |
| New Signups | Total amount of signups for loyalty program via iOS app, Android app and website |
| New Visitors (First Loyalty Checkin) | The number of guests who have who have their first checkin on the business/location. Each customer will only have one New Visit. |
| Notification Only campaigns | Allow you to send a push notification to a customer based on their segment, receipt menu item, location, etc. |
| Online Checkin | A loyalty checkin made via online ordering. |
| Online Orders | Transactions made by guests (loyalty + non-loyalty) via an online channel. |
| Online Orders % | Online Orders / (Online orders + POS checkins) |
| Online Redemption | Redemption processed via an online order. |
| Online Sales | Total sales (loyalty + non-loyalty) generated by online orders. |
| Order Type | Order type can be either Online or POS or Both (that includes POS and Online)
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| Outages | Number of minutes when there was no connection to Punchh |
| Participation Rate | Percent of POS transactions made by loyalty members who checked in (if they did not check-in but are part of the loyalty program, they are not counted). To ensure outlier's don't skew data, locations with participation rate greater than 90% are not considered. Formula : (Total Loyalty Receipts / Total Receipts in POS)*100 |
| PII | Personal Identifying Information |
| POS Checkin | Checkin made directly at the POS (excludes online orders). |
| POS Checkin Sales | Total amount spent by loyalty guests who checked in via POS. |
| POS Stats | All the data received from Business's point of sale devices |
| Post Checkin Campaign Revenue | Net spend generated from post checkin campaigns that are gift bearing (Notification-only campaigns are not included). "Gifts" can be points, visits, or rewards, based on campaign setup. |
| Print Redemption Codes | Allows you to print the redemption codes. |
| Private Feedback | When a customer chooses not to make a comment public, you cannot publish their comment but you can still reply to them as well as gift them punches/points. You can tell if feedback is private by hovering over a comment and only seeing "Reply" in purple. |
| Processed Redemption | A redemption successfully honored (redeemed) by a customer at the POS. May have used a redemption code at the POS. |
| Profile Update campaign | A great way to incentivize guests to update their user profiles with valuable information not provided upon signup (e.g., customers who fill out their ZIP Code get a free appetizer--this example's information allows you to create and run region-specific campaigns). |
| Program Success | Types of punches/checkins: Loyalty, Referred, Gifts and Redeemed - *Results are based on selected filters for time range and location(s) |
| Public Feedback | When a customer writes a feedback comment using the app, they are asked whether or not their comment can be made public. Any comments that have been authorized to be made public can be published on the business or location's social media pages. You can identify if feedback is public by hovering over a comment and seeing "Publish on Business Page", "Publish on Location Page" and "Reply". |
| Publish Feedback | You can publish a comment if it has been authorized by the customer/author. You can publish a comment to the business page (highlighted in red) or to the location's page (highlighted in blue). |
| Qualification Criteria | Rules for which the Qualification Criterion is set (e.g. Exists/ Not Exists and a menu item. If it was "Rules for Free 32oz Drink" and it was required that a customer buys a small or large sandwich and chips you would select three of the Item Qualifiers: Existing Small Sandwich Existing Large Sandwich Existing Chips). |
| Recall Campaigns | These campaigns are used to provide guests a survey when they check-in into the app. |
| Receipt Tags | One or more line items can be grouped as a receipt tags which can be used as a label for collective reporting and obtain insights related to that group. A corresponding qualification criteria can be configured to specify how to group individual line items. |
| Recent Guests | The customers who most recently received punches and who most recently redeemed their rewards. *Results are based on selected filters for time range and location(s) |
| Recent Punches | The customers who most recently received punches *Results are based on selected filters for time range and location(s) |
| Receipt Messages | You can edit the messaging that is shown when the receipt is printed. |
| Redeemable Item | Defining what is gifted to guests. In this section you set up the customer facing details such as redeemable name and images. |
| Redeeming Qualifier on the Redeemable Item Page | This is setup separately in Settings > Qualification Criteria (this is for setting up the conditions for gifting out a Redeemable Item such as "Buy One Get One Free"). |
| Redemption Codes | See a list of all the redemption codes being used at all locations or by specific locations. Filter by date and location. You may also export the redemption list as a CSV file. |
| Redemption Log | Use the Redemption Log to investigate customer transaction discrepancies where a redemption occurred. Enter the redemption code for information on that redemption and possible errors. |
| Redemptions | The number of rewards or redeemables (e.g. a free coffee/sandwich $7 off etc.) that has a Redemption Code associated with it (the customer clicked the Redeem button for the reward or redeemable). |
| Redemption Rate | Honored rewards / Rewards gifted |
| Referrals | The number of new guests as a result of a direct referral from an existing customer.If A refers B then B is considered referral when B does a loyalty checkin. |
| Referral Campaigns | Reward your top word-of-mouth promoting customers by gifting them points/punches or a redeemable item for referring friends. |
| Referral Checkin | If guest A refers guest B then a referral checkin is earned by A when B does a loyalty checkin. |
| Repeat Visitors | The number of guests who have checked in 2+ times in the time range (in one or more locations). |
| Returning Guests | The number of returning loyalty customers with a loyalty checkin during a specified time range and/or at specified location(s). |
| % of Returning Guests | The percent of new customers' receipts as compared to Total Receipts in POS. (New Customers / Total Receipts in POS) X 100. |
| Rewards Gifted | Total number of potential rewards sent out as part of the Campaign. |
| Rewards Honored | Rewards honored activated and successfully redeemed through the campaign. |
| RFM Analytics | RFM is tooled to evaluate which buckets your guests are in on a sliding scale. Please contact your Account Manager to get this setup. |
| Schedules | Here all the scheduled operations for a fixed/later time; like data reports campaign start etc. can be seen |
| Send Message | Send a direct message to the customer (email and phone notification) with the ability to gift points/punches as well as award dollars/redeemables in rewards. In special cases of points/punches discrepancy use Send Message to immediately fix a problem |
| Shared On Social Media | On the feedback screen in the app the guests are also given the option to share the feedback to their own social media page directly. All the feedback that guests have shared on social media is shown here |
| Signup campaign | A great way to reward a newly signed up customer with punches (for visit-based loyalty programs) points (point-based loyalty program) or even a redeemable item (a free menu item upon signup). |
| Signups | Guests who have joined the loyalty program via app website etc. |
| Spend Lift | Increase in check size of loyalty guests when compared to anonymous. To ensure outliers don't skew the data individual locations with monetary lift less than -30% and greater than 90% will not be included in aggregated values. Net spend is used to calculate lift. Formula: (Avg loyalty check size- avg anonymous check size)/Avg anonymous check size. |
| System Messages | Are very important in the final stage of the Punchh Platform setup and Go-Live process. These are used as part of transactional emails and notifications to customers during the earning, signup, redemption, warning, expiration processes. If you need any assistance with notification templates, please email cs@punchh.com. |
| Top Visitors | The customers with the most loyalty punches (visit-based) or points (checkin-based program) *Results are based on selected filters for time range and location(s) |
| Total Android Downloads | Google updates download data every day however the data has a one-day lag. |
| Total Checkins | The number of Total Loyalty Checkins Referrals and Gifts. |
| Total Customer Purchases | The total amount in dollars of loyalty customer purchases. |
| Total iOS Downloads | Apple updates download data every day however the data has a two-day lag. |
| Total Loyalty Checkins | The number of Checkins made by customers where the customer earns a punch or points by making a purchase. |
| Total Loyalty Receipts | The total count of loyalty receipts associated with the loyalty program. |
| Total Amount in POS | The total sum amount in dollars for all receipts received in the POS (loyalty+non-loyalty). |
| Total Receipts in POS | The total count of receipts received in the POS (loyalty+non-loyalty). |
| Total Redemption Amount | The dollar amount value for all honored (processed) redemptions. |
| Total Referrals | The number of new customers as a result of a direct referral from an existing customer. |
| Unique Coupons Redeemed | Total number of unique Coupons redeemed by guests. |
| Unique Guests | The number of discrete guests who have made at least one loyalty checkin. Guests who have only redeemed without a purchase are not included in this. |
| Unique Visitors (Loyalty) | The number of guests who have a new visit within the time range. |
| Uptime | Time since last restart: days.hours.minutes.seconds |
| User Created Date | Date when a guest is uploaded in the Punchh system (usually through eClub). |
| User Join Date | Date when a guest signs up and joins the loyalty program. Signups can be via mobile app or web wherein a guest creates their profile using email phone no. etc. |
| Visit | A visit is an event when a guest visits the location and makes a purchase. Visit is on local receipt date and time Checkin is on scan date and time. Checkins and visits are different activities. |
| Web Email | Guests who have joined the program via email on iFrame or Web. |
| Web Facebook | Guests who have joined the program via Facebook on iFrame or Web. |