Overview
We are refreshing how we calculate some of the key customer metrics that power your offers, messages, and loyalty rules. These updates ensure more accurate targeting and a better experience for your guests. Changes are now reflected in the Incentivio Dashboard and Customer Details page.
This will go into effect July 22nd 2025.
Updated Fields & New Formulas
Average Orders Per Month (Last 90 Days)
Previously, our platform calculated this metric using all historical orders, regardless of when they were placed.
The updated metric now only considers orders placed in the last 90 days, adding a recency filter for a more current view of engagement.
We updated this metric based on customer feedback to address a key issue: as customers became dormant, their average monthly orders declined gradually—misrepresenting their true engagement. By focusing only on the last 90 days, we’ve added a recency filter that makes the metric more accurate and actionable.
Average Orders Per Week (Last 90 Days)
Previously, our platform calculated this metric using all historical orders, regardless of when they were placed.
The updated metric now only considers orders placed in the last 90 days, adding a recency filter for a more current view of engagement.
We updated this metric based on customer feedback to address a key issue: as customers became dormant, their average monthly orders declined gradually—misrepresenting their true engagement. By focusing only on the last 90 days, we’ve added a recency filter that makes the metric more accurate and actionable.
Average Monthly Spend (Last 90 Days)
Previously, our platform calculated this metric using all historical orders, regardless of when they were placed.
The updated metric now only considers orders placed in the last 90 days, adding a recency filter for a more current view of engagement.
We updated this metric based on customer feedback to solve two key issues:
- As customers became dormant, their average spend declined slowly over time, which didn’t reflect their actual behavior.
- Older large orders—such as catering—skewed the metric, causing an extended artificial decline in monthly spend.
By limiting the calculation to the last 90 days, the updated metric now reflects more recent activity and offers a clearer picture of customer engagement.
Average Weekly Spend (Last 90 Days)
Previously, our platform calculated this metric using all historical orders, regardless of when they were placed.
The updated metric now only considers orders placed in the last 90 days, adding a recency filter for a more current view of engagement.
We updated this metric based on customer feedback to solve two key issues:
- As customers became dormant, their average spend declined slowly over time, which didn’t reflect their actual behavior.
- Older large orders—such as catering—skewed the metric, causing an extended artificial decline in monthly spend.
By limiting the calculation to the last 90 days, the updated metric now reflects more recent activity and offers a clearer picture of customer engagement.
Average Basket Value
Previously, our platform calculated this metric using all historical orders, regardless of when they were placed.
The updated metric now only considers orders placed in the last 12 months.
This change has been made in accordance with our data retention and archival policy.
Lifetime Spend
Previously, our platform calculated this metric using the total sales - including taxes, tips, and service fees.
The updated metric now only considers the order subtotal/net sales.
We updated this metric to reflect a more accurate representation of guest purchasing behavior. By focusing on the order subtotal (net sales)—and excluding taxes, tips, and service fees—we’re aligning this metric with how restaurants measure true revenue. This change ensures more consistent reporting across the platform and allows for better insights into guest value based solely on their direct purchases.
New Fields
Days Since Sign Up
The number of days that have elapsed since the customer signed up
No of Referrals who Ordered
This is the total number of users that were referred by this customer and have also placed at least one Order
No of Orders from Referrals
This is the total number of Orders placed by users who were referred by this customer
Total Spend from Referrals
This is the total Order Value (Net Sales) of Orders placed by users who were referred by this customer
Where You'll See These Updates
- Customer Details Page (Persona Section)
- Targeting Rules Engine (Offer & Message Logic)
For help or questions, reach out to support@incentivio.com