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PAR Technology — Show Me the Receipts: Proving Your Loyalty Program Works (live webinar) (October 2026)
33 slides from PAR Technology's conference presentation, October 2026
Slide 1: Show Me the Receipts: Proving Your Loyalty Program Works
LIVE WE BINAR Show Me the Receipts: Proving Your Loyalty Program Works A practical guide to measuring guest behavior, proving business value and communicating with the C-suite. Ryan Caviston Sr. Loyalty Strategist Katie Martinez Strategy & Execution Services Customer Ed. Specialist partech.com
Slide 2: Agenda
Agenda 1 MEASURE KPI Framework Success Metrics 2 DIGANOSE Data to Insight Scenario Practice 3 COMMUNICATE Insight to Action Leadership Readout
Slide 3: What would prove your program is performing?
Imagine you learned participation rose 5 percentage points. That’s encouraging. What else would you need to know? Share your answer in the chat. T H RE E L E VE L S O F E V ID E N C E What would prove your program is performing? P RO G RA M A C T IV I T Y G UE S T B E H AV IO R B US I NE S S VAL U E
Slide 4: A repeatable loyalty performance review
THE ROADMAP A repeatable loyalty performance review Program health comes first. Business value connects the findings to executive decisions. Measure Diagnose Communicate program health the change business value Six KPI areas across the guest Three scenarios that show why An executive readout with a
Slide 5: Each stage of the guest journey needs a measure
TH E G UE ST JOU RN EY Each stage of the guest journey needs a measure Use the guest journey to identify where performance needs attention. 1. JO IN 2. IDE NTIF Y 3. RE TUR N 4. SP END 5. RE TAIN Who signed up? Who checked Who came What changed? Who stayed? in? back? C H E C K P O I N T S T H AT C O
Slide 6: Enrollment measures reach and acquisition quality
KPI 0 1 | JOIN (NE W SIGNU PS ) MEASURE Enrollment measures reach and acquisition quality How to measure: pair new-member growth data with the behavior that follows. P EE R RA NGE : S IGN UP GR OWTH I L L US T RA T I VE 01 Define your number 02 Use your baseline New members added this Compare enroll
Slide 7: Participation measures how much behavior you can see
KPI 0 2 | IDENTIF Y MEASURE Participation measures how much behavior you can see How to measure: read the rate alongside recognized visits and total visits. PEE R RANGE: PA R TIC I PA TI ON R A TE I L L U S T R A T I VE 01 Define your number 02 Use your baseline Participation Is Strongest Among App
Slide 8: Early repeat visits show whether onboarding works
KPI 0 3 | R ETU RN MEASURE Early repeat visits show whether onboarding works How to measure: compare new-member groups after the same observation window. PE ER RANGE : CAME BACK WI T HIN 30 DAYS I L L US T RA T I VE 01 Define your number 02 Use your baseline Nearly 4 in 10 Signups Didn’t Visit withi
Slide 9: Frequency needs an active-member denominator
KPI 0 4 | R ETU RN MEASURE Frequency needs an active-member denominator How to measure: read visit frequency together with the size and composition of the active base. PE ER RANGE : VI SI T S PER ACT IV E MEM BER I L L US T RA T I VE 01 Define your number 02 Use your baseline Active Population Fell
Slide 10: Spend per member connects check size and frequency
KPI 0 5 | S PE ND MEASURE Spend per member connects check size and frequency How to measure: read guest spending alongside reward cost and contribution margin. PE ER RANGE : SP END PER ACT IV E MEM BER I L L US T RA T I VE 01 Define your number 02 Use your baseline Avg Check is Up, but Fewer Visits
Slide 11: Retention shows whether members keep returning
K P I 0 6 | R E TA I N MEASURE Retention shows whether members keep returning How to measure: Use cohorts. Cohorts reveal changes that a blended rate can hide. PE ER RANGE : S TI L L BUYI NG AF T ER 90 DAY S I L L US T RA T I VE 01 Define your number 02 Use your baseline April Signups Aren’t Engagin
Slide 12: Peer benchmarks provide context for your own trends
REFERENCE TABL E Peer benchmarks provide context for your own trends Compare like segments. Low, mid and high describe distributions, not performance targets. QU I C K SER VE FA ST C A SU A L C A S U AL D I NI N G MET R IC S T AG E LOW MI D HIG H LOW MI D HIG H LOW MI D HIG H Signup growth JO IN Use
Slide 13: Which loyalty metric does your leadership want to drill into?
Think back on a previous executive review. Which loyalty metric does your leadership want to drill into? Share one metric in the chat. C O N NE C T T H E R E P OR T E D M E TR I C TO A DE C I SI O N REAC H ACT I VI T Y BEHAVI OR AND VAL UE MEMBER COUNT REDEMPTIONS FREQUENCY SIGNUP GROWTH CAMPAIGN SE
Slide 14: What is driving the change?
Diagnose Communicate What is driving the change? Three scenarios connect a headline metric to a diagnosis and a leadership decision.
Slide 15: Enrollment growth can outpace active-member growth
I LLU S TRA TI V E S C EN A RI O 01 Diagnose Enrollment growth can outpace active-member growth Illustrative scenario: member growth exceeds plan while the active rate falls. +34% 31% 2.9 +28% Members, vs last year Members who bought Visits per active member Redemptions, vs last plan was +12% this y
Slide 16: A channel-level view reveals weaker early return
I L L U S T R AT I V E S C E N A R I O 0 1 Diagnose A channel-level view reveals weaker early return Illustrative scenario: compare return rates by enrollment channel. Who came back within 30 days, by where they joined IL L US TR AT IV E 01 App downloads supplied 61% of growth 70% App signups triple
Slide 17: Acquisition quality becomes the decision criterion
I L L U S T R AT I V E S C E N A R I O 0 1 Communicate Acquisition quality becomes the decision criterion Illustrative recommendation: optimize for members who return. W H AT W E W O U L D R E C O M M E N D S AY I T T O L E A D E R S H I P L I K E T H I S 01 Report return rate by signup channel Comp
Slide 18: Reward use can rise while visit frequency stays flat
I LLU S TRA TI V E S C EN A RI O 02 Diagnose Reward use can rise while visit frequency stays flat Illustrative scenario: discount cost rises without a clear change in visit frequency. +22% 64% 2.62 11.4% Redemptions, vs last Members using rewards Visits per member Discount as % of loyalty year all-t
Slide 19: Welcome-offer timing raises an incrementality question
SC EN A RI O 02 : W HAT THE DATA ACTUALLY SAYS Diagnose Welcome-offer timing raises an incrementality question Client example: redemption timing signals what to test, but does not prove causality. When the welcome offer actually gets used A N O N Y M I Z E D PA R C L I EN T 01 89% redeemed at signup
Slide 20: A controlled test can establish the value of a reward
Communicate C LI EN T E X AMP LE : P R OP OS E D T ES T A controlled test can establish the value of a reward Proposed test: compare a later reward with the current welcome experience. W H AT W E W O U L D R E C O M M E N D S AY I T T O L E A D E R S H I P L I K E T H I S 01 Test a reward for the se
Slide 21: Which metric would you investigate first?
I NT ER A CT IO N 3: D IA GN OSE TH E D ASH B OA RD Diagnose Which metric would you investigate first? Independent illustrative exercise: choose a metric and explain the comparison you would make. +19% 4.6 $11.40 27% Loyalty revenue Visits per member Average check Still buying at 90 days vs last yea
Slide 22: Revenue growth can coexist with weaker retention
I LLU S TRA TI V E S C EN A RI O 03 Diagnose Revenue growth can coexist with weaker retention Illustrative scenario: revenue rises while 90-day cohort retention declines. +12% +9% +6% 41% Loyalty revenue, vs last Average check vs last Member count steady Still buying after 90 days year ahead of plan
Slide 23: Price and mix explain most of the revenue increase
I LLU S TRA TI V E S C EN A RI O 03 Diagnose Price and mix explain most of the revenue increase Illustrative revenue bridge: distinguish the growth sources before choosing an action. I L L US T RA T I V E Where the +12% actually came from 01 Price and mix add 8 points The other drivers contribute a
Slide 24: A focused retention test addresses the revenue risk
I LLU S TRA TI V E S C EN A RI O 03 Communicate A focused retention test addresses the revenue risk Illustrative recommendation: prioritize the guest group with the largest observed decline. W H AT W E W O U L D R E C O M M E N D S AY I T T O L E A D E R S H I P L I K E T H I S 01 Explain the revenu
Slide 25: Each diagnosis connects a metric to a business decision
SYNT HESIS Diagnose Each diagnosis connects a metric to a business decision Segment the headline, test the explanation and state the strength of the evidence. T H E E V ID E N CE LA D D E R A C T IV IT Y H EA D L IN E D IA GN OS T IC S IGN AL N EX T COM PA R IS ON Sends, opens, redemptions, signups.
Slide 26: An executive recommendation answers five questions
C OMMU N IC A TING W ITH TH E C-SU ITE Communicate An executive recommendation answers five questions Illustrative example: connect the performance gap to business exposure and a testable action. A N I N C O M PL ET E U PD A TE “90-day retention declined. We plan a win-back campaign.” 01 02 03 04 05
Slide 27: A one-page readout makes the decision clear
THE O NE-PAGE READO UT Communicate A one-page readout makes the decision clear Illustrative format: current results, comparable baselines, targets and one priority decision. B A SE LI N DECISION REQUEST PR I O R IT Y K PI C U R R EN T T A R GE T ST A T U S O N E- L IN E R E A D E Approve a capped te
Slide 28: The sixty-second executive update
OUT LOUD Communicate The sixty-second executive update Illustrative talk track: lead with the finding, then give leaders the decision and evidence. F O U R BE AT S , I N O R D E R W HE N T H E Y P US H B A C K 0:00 – 0:10 State the headline finding “Just run a campaign.” “Early return improved, but
Slide 29: Your next loyalty performance review
IN CLOSING Your next loyalty performance review A consistent review connects guest behavior to investment decisions. YO UR FI RST ACTI O NS 01 Measure each stage of the guest journey Use consistent definitions and observation windows. Review participation by channel and confirm data quality. 02 Diag
Slide 30: Thanks for joining us!
Thanks for joining us! • The recording from today will be available on PAR Academy and www.partech.com • More resources are coming your way! Leave Us Feedback! • Leave us feedback! It helps us improve and impacts future webinar topics.
Slide 31: Appendix
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Slide 32: Peer benchmarks provide context for your own trends
REFERENCE TABL E Peer benchmarks provide context for your own trends Compare like segments. Low, mid and high describe distributions, not performance targets. QU I C K SER VE FA ST C A SU A L C A S U AL D I NI N G MET R IC S T AG E LOW MI D HIG H LOW MI D HIG H LOW MI D HIG H Signup growth JO IN Use
Slide 33: Where to Find Each KPI in Punchh
Where to Find Each KPI in Punchh KPI Name Where to Find It How to Calculate 1. Enrollment by Channel Guests > Customers Analytics Report > Loyalty New signups in defined time-period broken out by Tab > Loyalty Signups Chart signup channel. 2. Participation by Channel Dashboard Loyalty Checkins and S