Loyalty Insights & Reporting

Overview

Within the Otter Dashboard, you can find insight to learn more about your customers' behaviors, trends, business growth, and loyalty. This information allows you to optimize operations and take steps to maintain or help create a loyal customer base and optimize the performance of your loyalty program.

There are two different reports available for Loyalty program insights:

• Loyalty Reporting
• Guest Directory

Learn more about each report below and what insights can be found from them.

Loyalty Reporting

Measures key metrics like:

• Business revenue growth
• Overall ROI
• Enrollment
• Eater engagement

Learn more about Loyalty Reporting within the Analytics App here.

• Step	Process	Image
  1	From the Otter Dashboard, select Apps > Analytics.
  2	Click the Loyalty Reporting tab on the left-hand side menu.
  3	There are two tabs to view data from: Overview: Breakdown of sales & orders data, check size per loyalty & non-loyalty users, loyalty sign-ups per day, top visits/spenders/redemptions among loyalty customers, and loyalty discount redemption by store. Order Detail: Data for individual Loyalty order transactions
  4	Filter by date, brands, and/or locations for desired view.

Guest Directory

Provides information like:

• Customer contact information
• Loyalty status and point details
• Customer order history

Adjusting Reward Points
Within the Guest Directory is where you’ll be able to manually adjust reward points. Check out how to make manual point adjustments here.

• Step	Process	Image
  1	From the Otter Dashboard, select Apps > Guest Directory.
  2	Filter for [Loyalty members] to view all customers enrolled in your loyalty program. *Optional* Use Brand and Location filters to specify views further.
  3	Click on a listed customer to bring up the Guest Details page.
  4	There, you can view the customer profile, loyalty information (and make adjustments), and recent order history

Learn more about the Guest Directory Report here.

FAQs

• Customer information can be updated in Otter POS or tablet from within the Customer Profile Search box by selecting the [Edit Customer] button.

  

• To adjust Rewards balance, a user needs to have the Organization Loyalty Points Balance Adjust permission in the Otter Dashboard.

• No— Currently, you can only manually adjust Rewards balance from the Otter Dashboard Guest Directory.

• At this time, the Guest Directory report shows customers per order. It’s also possible that the customer information entered has slight differences— registering them as separate customer profiles. To get an overview look for one customer’s Guest details/history, click on the user listed.

• No— Currently, there is no way to merge customer profiles.

Still need help? Reach out to our team:

Live Chat		Text/SMS Message
Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard.		+1 (888) 681-8837 Send us a text to the number above for assistance over text message.

Updated April 25, 2025 22:01