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If you joined Yotpo Loyalty & Referrals before August 11, 2025, please visit this VIP Tiers Dashboard guide.
Dashboard Overview
The Loyalty Tiers Performance Dashboard offers a clear and actionable view of how your Loyalty Tiers program is performing. With intuitive filters and dynamic charts, you can evaluate trends, understand customer behavior across loyalty tiers, and identify opportunities to optimize your program.
Whether you're reporting on results or looking for ways to grow customer loyalty, the Loyalty Tiers Performance Dashboard gives you the insights that matter.
Why use it?
Evaluate the health and performance of your loyalty tiers.
Filter and compare data over time to track progress.
Segment data by order source.
Visualize tier movements and customer behaviors.
In this article, you’ll learn how to use and read the data in the Loyalty Tiers Dashboard.
Getting Started
To access the dashboard, go to Analytics > Loyalty Tiers Performance and use the filters to customize your view.
Note
Data refreshes daily around 6:00 a.m. EST.
Revenue values are displayed in your store’s base currency. Orders made in other currencies are converted before appearing in the dashboard.
Dashboard Filters
At the top of the dashboard, you can filter your data based on timeframe and order type:
Date picker: Choose between the last 12 months, last 6 months, last quarter, or a custom period.
Order types: Choose between all orders, online orders only, or Shopify POS orders only.
Important
The dashboard only displays data for Shopify POS orders. Other POS integrations are not reflected in the data.
The POS filter will always be displayed as an option, regardless of whether you use Shopify POS or not.
Key Metrics
This section provides a snapshot of your VIP program’s performance based on the selected filters.
Revenue
Total Tiers revenue: Total revenue generated from orders placed by customers in any tier during the selected date range.
Tiers revenue share: Percentage of total store revenue that was generated by Loyalty tiers.
Total store revenue: Total store revenue generated by all customers during the selected period.
If your program includes a base tier and you’re using Shopify’s new Customer Accounts with the All Customers opt-in strategy, all customers automatically become loyalty members. In this case, the Total Tiers revenue and Total store revenue will usually be close to equal.
However, if a customer opted out of your program or if you switched from Only Members Who Signed Up to All Customers, and some shoppers didn’t opt back in, the revenue they generated won’t be included in the Total Tiers revenue. As a result, the Tiers revenue share may be less than 100%.
Tier Upgrades
Loyalty Tiers upgrades: Percentage of tier members who upgraded to any higher tier during the selected period. This is calculated by dividing the total number of upgrades by the total number of tier members at the end of the period. For example, if 45 customers upgraded and there were 375 tier members at the end of the period, the upgrade rate is 12%.
Customers upgraded: The number of customers upgraded to a higher tier at least once during the selected time period. We count only unique customers.
Average time to upgrade: The average amount of time it takes for a customer to upgrade to a higher tier.
Tier Downgrades
Loyalty Tiers downgrades: Percentage of tier members who downgraded to a lower tier or to Non-Tier status during the selected period. This is calculated by dividing the total number of downgrades by the total number of tier members at the end of the period. For example, if 30 customers were downgraded and there were 375 tier members at the end of the period, the downgrade rate is 8%.
Customers downgraded: The number of customers who have been downgraded at least once during the selected time period. Only unique customers are counted.
Net tier retention: The percentage of customers who did not downgrade to the base tier or to Non-Tier status during the selected period.
How are tier upgrades and downgrades calculated?
We compare the customer’s tier at the start of the selected period to their tier at the end. Only the final movement is counted. For example, if a customer upgraded and later downgraded within the selected period, only the downgrade is reflected.
Note
Manual tier assignments and tier recalculations (triggered by program or tier structure changes) will impact upgrade and downgrade metrics.
Tier Performance Over Time: Trends
Use the line chart to track changes and trends in your Loyalty Tiers program over time. Depending on your selected date range, you can view data by week, month, quarter, or year. You can also drill down into specific segments using the dashboard filters.
Tip
You can click on tier names in the chart legend to add or remove them from the view for better comparison.
Summary Metrics
At the top of the chart, you’ll see summary metrics for the selected tab. These show:
The total value for the selected date range
A breakdown by tier
These summary values remain the same regardless of how the chart is displayed (weekly, monthly, quarterly, or yearly ).
For example, the AOV tab summary shows:
The overall AOV for all orders
The AOV for each loyalty tier
Available Metrics
Each tab represents a different metric, offering a focused view of your program’s performance:
Tier Members
Total number of customers enrolled in any tier at the end of the selected date range. The data reflects all-time membership up to that point and updates based on the timeframe you select.
Orders
Total number of orders placed in the selected period.
Revenue
Total order value generated by the selected customer group.
Average Order Value (AOV)
Total revenue divided by total orders. It shows the average spend per order.
How to read this metric
The Total AOV is calculated using all orders across all tiers.
The AOV per tier is calculated using only orders from customers in that specific tier.
Because of this, the Total AOV is not an average of the individual tier AOVs.
Example
In this setup:
Gold tier: AOV = $120 (100 orders)
Silver tier: AOV = $80 (50 orders)
Total revenue = $16,000
Total orders = 150
The Total AOV = $106.67. This differs from simply averaging $120 and $80 because it’s a weighted average based on order volume. Since Gold has more orders than Silver, it has a greater impact on the overall AOV, making this value a more accurate representation of your true average order value.
Additionally, the table below the chart shows AOV by the display interval you selected (e.g., weekly). These values may differ from the summary AOV because they represent performance within each specific time interval.
Repeat Purchase Rate (RPR)
Percentage of customers who placed more than one order during the selected period.
How to read this metric
The summary value shows the overall repeat purchase rate for all customers in the selected date range.
Tier-level values show repeat behavior within each tier only.
The table below breaks this metric down by the selected intervals (e.g., weeks), so individual time periods may show higher or lower repeat rates than the overall summary.
Example
In this setup:
Gold: 150 customers, where 60 placed 2+ orders
Silver: 200 customers, where 50 placed 2+ orders
Bronze: 150 customers, where 40 placed 2+ orders
The Total RPR is 150 ÷ 500 = 30%, meaning that a third of all purchasing customers placed more than one order.
However, the RPR by tier is:
Gold: 60 ÷ 150 = 40%
Silver: 50 ÷ 200 = 25%
Bronze: 40 ÷ 150 = 27%
These percentages reflect the actual repeat purchasing behavior within each tier for the selected period.
Important
RPR is highly dependent on the selected date range and display interval. Depending on how your data is grouped in the metrics table, a customer may qualify as a repeat purchaser in a monthly or quarterly view, but not in a weekly view.
For example, if a customer placed an order in Week 1 and Week 4:
In a monthly view, they count as a repeat purchaser.
In a weekly view, they do not.
Because of this, shorter display intervals and shorter date ranges tend to show lower RPR values. When analyzing RPR, always consider the selected date range alongside the metric.
Avg. Revenue per Customer (Revenue / Customer)
Total revenue divided by the number of purchasing customers. It helps measure individual contribution.
How to read this metric
The summary value represents the average across all customers.
The tier-level values show averages for customers within each tier only.
The table below breaks this down by time period, so weekly or monthly values may differ from the overall summary.
Example
If customers in January spent more than in February, the monthly values in the table below will reflect this, even if the overall average remains stable.
Avg. Number of Orders (Orders / Customer)
Total number of orders divided by the number of customers. It indicates average purchase frequency.
How to read this metric
The summary shows the average across the entire date range.
Tier-level values reflect purchasing frequency within each tier.
Table values reflect purchasing frequency within each selected time interval.
As a result, table values may differ from the summary.
Purchasing customers
Total number of unique customers who made a purchase in your selected segment.
Redeemers
Total number of customers who redeemed a reward during the selected period, plus a breakdown by tier.
Along with the redeemer count, you’ll also see:
For the total: The percentage of all purchasing customers who redeemed.
For each tier: The percentage of purchasing customers in that tier who redeemed.
How to read this metric
The total number of redeemers across all tiers will match the overall redeemer count.
However, the percentages by tier will not add up to 100%.
This is because each percentage is calculated independently within that tier.
Example
Gold tier: 40% of Gold customers redeemed
Silver tier: 25% of Silver customers redeemed
Bronze tier: 15% of Bronze customers redeemed
These percentages reflect tier-level engagement, not a breakdown of all redeemers.
Upgrades
Number of customers who either joined the loyalty program or advanced from a lower tier.
Downgrades
Number of customers who moved into the tier after being downgraded from a higher tier.
Non-Tier Customers
Along with the tier names, you’ll also see an additional trend line: Non-Tier Customer.
This category includes shoppers who haven’t opted in to your program, as well as loyalty members who don’t yet qualify for a tier. For example, if your entry tier has a threshold of $200, customers who have spent less will appear as Non-Tier Customers. Even if your program uses the All Customers opt-in strategy and includes a base tier, some customers may still appear as Non-Tier Customers if they have opted out of your loyalty program.
Important
The Non-Tier Customer category provides a complete view of customers who are outside your tier structure, helping you analyze how shoppers progress into your loyalty tiers over time.
Tier Performance Over Time: Table
Below the trends chart, the same data is shown in a structured table.
This table:
Updates dynamically based on your filters
Reflects the selected date range (e.g., last 6 months) and display interval (e.g., weeks)
Makes it easy to compare tiers and time periods side by side
Use this view for detailed analysis and reporting.