Tiers

Learn how to use tiers to incentivise user engagement, create tier hierarchies, and manage tier calculations based on lifetime points or calendar periods.

Tiers incentivise users to engage with your loyalty program by offering additional rewards as they move up through the tier hierarchy. As users earn points, they progress through the tiers. You can limit the availability of certain rewards or reactors to users in specific tiers.

Tier progression is based solely on points earned. If you need more advanced tier structures, consider using Audiences instead of tiers.

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Creating tiers

You can create and edit tiers through the Loyalty Console or the Tiers API. Each tier must be assigned a priority, which determines its position in the hierarchy—the higher the number, the higher the tier.

Example

If you create three tiers—Bronze, Silver, and Gold—Bronze would have a priority of 1, Silver 2, and Gold 3.

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Tier calculation

When setting up your tier hierarchy, you can choose how a user’s tier status is calculated: either by their lifetime points earned or based on a calendar period.

• Lifetime Earn: Once a user reaches a tier, they retain that status permanently, regardless of their future engagement.

• Calendar Period: Users must maintain the required points for their tier within a calendar period to keep their status. The calendar period can be set to a year or month and includes the current period plus the previous year or month. This gives users at least one full calendar period to meet the criteria.

Example

If you select Calendar Year as the period and set Bronze at 1,000 points, Silver at 2,000 points, and Gold at 5,000 points:

A loyalty member who earns 2,000 points by 22 September 2023, would reach the Silver tier immediately. They would retain their Silver status until 31 December 2024. If they earn another 2,000 points in 2024, they stay in the Silver tier through 2025. If they only earns 1,500 points in 2024, they will be downgraded to Bronze on 1 January 2025.

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Using tiers in the Loyalty Engine

You can use Tiers in the Loyalty Engine in the following ways:

• Events & Reactors: If you create an audience for each of your tiers, you can use the AUDIENCE_JOINED event from that audience to create reactors that trigger actions when a user enters that audience. You can also use the audience you create to limit a reactor to only occur for users in that tier.

• Audiences: Tier status can be used as an Audience query builder.

• Rewards: You can limit reward availability to user's in a specific tier or higher.

• Users: The Tier status of a user is displayed on their profile under the Wallet tab in the Loyalty Console.

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FAQs

Can a user be assigned to multiple tiers at once?

No, users can only belong to one tier at a time based on their points balance and the tier thresholds you’ve set.

Can I set tier progression based on criteria other than points earned?

Tier progression in the Loyalty Engine is based solely on points. For more complex tier structures or progression criteria, consider using audiences instead, which allow more granular control and custom logic.

Can users lose their tier status?

Yes, if the tier calculation is set to a calendar period, users must meet the required points threshold within each period to retain their status. If they do not meet the threshold, they are automatically moved to the appropriate tier at the start of the next period.

What’s the difference between lifetime earn and calendar period tier calculation?

• Lifetime Earn: Users keep their tier status permanently once they reach it, regardless of future points activity.

• Calendar Period: Users must continue to meet tier thresholds within a calendar month or year to maintain their tier status. This allows for flexible, performance-based tier adjustments.

Can I restrict rewards and reactors to specific tiers?

Yes, you can limit access to rewards and trigger reactors based on tier status. For example, you might set up an audience for each tier and limit reward availability or reactor triggers based on a user’s current tier.

How should I use priority when creating tiers?

The priority setting determines the order of tiers in the hierarchy, with higher numbers representing higher tiers. For instance, Bronze might have priority 1, Silver 2, and Gold 3, creating a clear progression.