Loyalty program

Overview

The loyalty program rewards customers who order again from your app and website. Customers earn points on each online order and spend them on money off or a free item.

Note: Loyalty is a strong reason for customers to order from you directly instead of through the delivery platforms. Customers earn points only on orders they place themselves in your app or on your website while signed in. Orders taken on the POS (including phone orders with a customer attached), kiosk orders and delivery-platform orders do not earn points.

Where to find it

At Store level (with a store selected in the switcher), go to Setup > Online Ordering > Website & App > Loyalty Programme.

Turn on loyalty in one click

If you haven't set up loyalty yet, the page opens with a program recommended for your store:

1 point for every £1 customers spend.
A reward after about 3 orders: the points cost is about three times your average app and website order.
A free item your customers already order, usually a side, drink or dessert priced at about 5% of the points cost. A free item costs you only its food cost, so it feels generous without giving away much margin. If nothing on your menu fits, the reward is money off instead.
A sign-up bonus of about a third of the points cost, points that last 6 months, a minimum order of about half your average order to earn or use points, and no combining with your other deals.
A program name and customer wording written for you.

If your store doesn't have many app and website orders yet, the recommendation uses a typical MyFoodFast store's average order instead of yours. Treat it as a starting point.

Click Turn on loyalty to use it as it is, or Customise to change anything first. Customise fills in the form below with the recommended settings, and you save it with Save Changes.

When you set up a new store

The store setup page has a Reward returning customers with points box, ticked by default. If you leave it ticked, the recommended program is turned on for your new store straight away. If you imported your menu from a delivery-platform link, the reward starts as money off and switches to a free item from your menu once the import finishes, as long as you haven't changed the program in the meantime.

If you untick the box, loyalty stays off, and you can turn it on later from the loyalty page.

Set up your program yourself

Turn on Enable Loyalty Programme.
Under How customers earn, enter the Points earned and For every £ spent. 1 point for every £1 is the easiest for customers to follow.
Under The reward, choose a Reward Type:
- £ off: enter the Points Cost and the Discount Amount.
- Free item: enter the Points Cost and pick the Free Item (see Free item rewards below).
Under Sign-up bonus and expiry, choose whether new customers get a Sign-up bonus, and how many months points last (0 means they never expire).
Give the program a name under Programme name, for example "Pizza Time Rewards". Leave it blank to use "Rewards".
Click Save Changes.

Check the numbers in "At a glance"

The At a glance panel on the right updates as you type. It shows what your settings add up to, so you can see the effect of a change before you save it.

First reward: how many orders a new customer needs before their first reward, counting the sign-up bonus, and how often they get a reward after that.
What customers get: the value of the reward as a percentage of what the customer spends to earn it.
What it costs you: money off costs its full value. A free item costs you only its food cost, which is why a free side or drink usually costs you less than the same value of money off.

The figures use your average app and website order over the last 90 days, because those are the orders that earn points. If your store has had fewer than 50 of them in that time, the panel shows amounts of spending instead of numbers of orders.

The food cost is your target food cost from Setup > Inventory Setup > Setup (at Company level, with no store selected). If you have not set one, the panel assumes 30%.

Note: These figures are estimates to help you choose your settings. They do not change what customers are charged.

Warnings

The panel shows a warning when a setting is likely to cost you money or not bring customers back. Warnings never stop you saving. You'll see one when:

The sign-up bonus is enough for a reward. New customers get a reward on their very first order, which works like a welcome discount rather than a reason to return. Keep the bonus below the points cost.
Customers get a reward almost every order. This works like a permanent discount. Raise the points cost.
A reward takes more than about 6 orders. Most customers never get there. Lower the points cost.
More than 8% back. This gives away a lot of margin. Around 4-6% is usually enough for customers to notice.
Under 2% back. Customers are unlikely to notice the reward.
Points expire in 3 months or less and a reward takes more than 2 orders. Customers who order about once a month may lose their points first.
The free item costs more than 40% of your average order, for example a whole pizza. It replaces a sale instead of adding to one. A side, drink or dessert usually works better.

When nothing needs attention, the panel shows Well balanced.

What customers see

Under the panel, What customers see shows your program name and the reward line as it appears in the app and on your website, for example "Redeem 80 points for a free Chicken Dippers".

Suggested changes

If your program is on and one of the warnings above applies to your saved settings, the page shows a Suggested change: your program next to the recommended one, with the first reward, what customers get and what it costs you for each.

Use this instead switches to the suggested program straight away.
Adjust it first fills in the form with the suggested program so you can change it before you click Save Changes.
Keep my settings hides the suggestion in this browser until you change your settings.

When you switch with Use this instead or Adjust it first, your customers' points keep their value. Each customer's balance is converted to the new program's points. For example, if a point was worth £1 under your old program and is worth 5p under the new one, a customer with 3 points gets 60. Converted points expire no earlier than the customer's existing points.

Note: Points are converted only when you switch from a suggestion. If you change your settings by hand in the form, balances stay as they are.

Copy your program to your other stores

If you have more than one store, you can run the same program at all of them, so customers who order from more than one store see one set of rewards. You need access to every store in your company (for example as the company owner).

On the loyalty page of the store whose program you want to copy, save any changes first. Only the saved program is copied.
Under Other stores in your company, click Copy this programme to other stores.
Each store shows the program it runs now. Tick the stores to copy to, then click Copy.

How it works:

The free item is matched by name on each store's menu. If a store's menu doesn't have an item (or size, or category) with the same name, that store can't be ticked and is left as it is.
Stores that already run a program have their customers' points converted so they keep their value, the same as when you switch to a suggested program.
Each store is either fully updated or left unchanged. The message after copying lists any stores that were skipped and why.

Advanced settings

Click Advanced settings to open the settings most stores don't need to change:

Earning method: points for every £ spent (the default), a set number of points on every order over a minimum amount, or points for specific products. Product points are set on each product in Management > Menu > Menu Setup. If your store uses the company menu, set them at Company level.
Max Points Per Order and Max Points On Account: 0 means no limit.
Minimum Delivery Required: delivery orders earn points only when they meet your minimum delivery amount.
Minimum Cart Amount: the smallest basket that can earn or redeem points.
Earn Points on Redeemed Orders: whether customers still earn points on an order that uses a reward.
Redeem Points with Deals: whether a reward can be used on an order that also uses another deal.
Description and Teaser: extra text about your program for the app and website.

Free item rewards

Set Reward Type to Free item.
Enter the Points Cost: how many points the free item costs.
Pick the Free Item. You can choose:
- a product in any size (for example Margherita (any size)),
- one size of a product (for example Margherita - Large), or
- Any item in a category (for example Any item in Pizzas).
Click Save Changes.

How the free item works for your customers:

The reward only applies when a qualifying item is in the basket. If the customer ticks "redeem" before adding one, nothing is taken off and no points are spent until they add it.
One item is free per order. If several items qualify, the cheapest one is free.
Extras and options on the free item (for example extra toppings) are still charged.
Items that are part of a deal do not count as the free item.
The Redeem Points with Deals and Minimum Cart Amount settings apply to free-item rewards too.
If the customer removes the item, or leaves the basket without ordering, their points are returned.