General
How does BRP Loyalty work?
The Loyalty program is built in such a way that it automatically listens to events that your members perform via the app, such as booking a class, attending a class, or visiting the gym. These events trigger a predetermined number of rules that result in different outcomes. For example, attending 10 classes earns them the 'Best in Class' achievement, and by visiting the gym, their 'training streak' increases by one step per week.
What is Levels?
Levels are a testament to how active you are as a member. The more they train, the faster they can move up a Level. Each Level comes with different benefits preconfigured by your gym.
How do members “level up”?
Members level up by being active. If they visit the gym regularly and attend classes, they earn points and will eventually climb to the next Level. Each Level comes with different benefits.
There are a total of 5 levels, with all members starting at level 1. For an average active member, it takes about 1 year to reach level 2 and about 5 years to reach level 5. However, the actual time varies significantly based on actual activity.
What is Achievements?
Achievements display the awards that the member has earned. It could be attending a specific class a certain number of times or working out during the summer months. And who knows, maybe some hidden achievements will appear if they continue to be consistent?
What is Streaks?
Streaks visualize how often a member work out and if they've maintained their training. Members can earn both 'class streaks' and 'training streaks':
'Class streak' is based on the number of classes the member attends, and for every fifth class attended, they receive a reward in the form of coins.
'Training streaks' are based on the member visiting the gym. They can only advance in their 'training streak' once a week. If a member maintains their 'Streak' for 4 weeks, they receive a certain amount of coins.
What is Reward Shop?
In the Reward Shop, your members can make purchases using their earned coins. The rewards available in the Shop are preconfigured by your gym. When a member makes a purchase, a value card is created that they can redeem for a specific item or service.
What is the difference between Coins and Points?
Coins can be used by your members to redeem rewards in the Reward Shop.
Members earn coins by completing Streaks and Achievements. The rules for specific Streaks and Achievements are described in their respective descriptions.
Points are used to “level up”. Members earn points by visiting the gym and attending classes.
How does BRP Loyalty work? How do all the mechanics fit together?
The loyalty system is directly linked to BRP's business system and responds to your members' activity at the facilities. This means, when they are:
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Configure your Loyalty program
Where do I find information how to configure my Loyalty program in BRP Cloud?
See the configuration documentation section for a step-by-step guide on how to get started with your Loyalty program configuration.
When we are live with a Loyalty program -what can we adjust and how?
You have the opportunity to change certain parameters in your loyalty program, such as text adjustments for Perks and titles, as well as adding and changing rewards/shop items. Rewards can be added, removed and their coin price can be adjusted.
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Gym -and class streaks
What steps must a member take to establish a Workout streak?
“Workout streaks" are based on a members' consistent gym visits. A member can only advance their Workout streak once per week. If a member maintain their streak for 4 weeks, they will receive a reward in the form of coins.
What steps must a member take to establish a Class streak?
“Class streaks” are based on the number of classes a member complete. For every fifth class which is completed without receiving a no-show, they will receive a certain amount of coins.
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Gathering Points & Coins
How does a member receive points?
They earn points by visiting their gym regularly, but above all, consistently. Each visit earns them a small amount of points, and every time they maintain their streak of visiting the gym once a week for 4 weeks in a row, they receive a larger amount of points.
The amount of points decide wich Loyalty level the member belongs to. Each level is associated with different perks/benefits.
How does a member receive coins?
Members earn coins by completing Streaks and Achievements.
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BRP Only documentation
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How much coins and points are given?
Coins
A completed class streak will give 20 coins and a completed workout streak will give 100 coins. The coins reward given is visible for the members in the app:
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Workout streaks can be completed at most once per month, as they require working out once a week for four consecutive weeks. In contrast, class streaks can be completed more frequently. This is why the workput streak offers a higher coin reward.
Achievements will generate between 10 - 1000 coins depending on
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what type of achievement it is. Most achievements will generate ~100 coins. The coin reward for visible achievements is seen in the app, per achievement.
Points
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A completed workout streak will also give 480 points.
Every entrance a member does gives 16 points (there is a limit on 1 entrance per 3 hours).
The amount of ponts given is not visible in the app for the members.
The points for the workout streak are meant to ensure that your level primarily reflects long-term consistent training, rather than rewarding short-term overactivity.
Note! These numbers might be adjusted/re-balanced in the future. They are set by BRP and
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is not configurable.
How do coins work? Do they always remain available for collection, or do unused ones disappear after a certain period?
They currently have no expiration date.
We are planning to introduce logic to manage “Coin decay”. Then system administrators will be able to configure the expiration of earned coins. The documentation will be updated once this is available.
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BRP Only documentation 19 (Internal reference: TP61307) |
Can points be saved if, for instance, my subscription expires in June and I'm on vacation in July, and I don't renew the subscription until August—will I still have my points?
Yes, the points will still be there. They currently do not expire.
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BRP Only documentation We have a backlog candidate to introduce “Level decay”, meaning to introduce a “downgrade” of a members' level if they do not meet certain requirements (Ex. haven’t been a member for x period of time). This feature is not specified in detail and not currently planned for a release. (Internal reference: TP61306) |
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Levels
Are the points required for each level possible to change?
No, they are predefined and not possible to change.
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Achievements
Where can members find achievements in the app?
The achievements that are visible for members can be viewed in their app in the ‘Achievements section’. There are different categories of achievements: Classes, Seasonal, Time based & Facility.
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“Where is Santa?” - A member visiting a facility on December 24 earns this achievement
“Happy new year!” - A member visiting a facility on December 31 earns this achievement
“Kettlebell King” - A member attending 5 Kettlebell classes earns this achievement
“Yoga Yogi” - A member attending 5 Yoga classes earns this achievement
“High-intensity Hero” - A member attending 5 High-intensity training classes earns this achievement
A member has not received their achievement as expected, what should I do?
Read through the description of the achievement to see what the member is expected to have done.
Progress in BRP Loyalty is linked to registered activities in BRP's system and requires that the member has done one of the following:Made an entry at the entrance to the facility (only new entries count, max. 1 visits per 3 hours)
Checked into a group activity
Booked a session
Not had a no-show
Time of activity: For activities linked to dates and times, UTC time applies
If you still find that the member's progress does not match their activity, get in touch with BRP Support about this.
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Reward products in the reward shop
How does a member get their reward products?
First they buy rewards in the shop with their collected coins. The rewards are value cards which includes the reward item product. They can make purchases with the value card in the app, web or the reception desk depending on where the products are available for sale.
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If the the reward product is a subscription for someone else (example: a day/week/monthly card) that the member redeems and should be used by a friend or family member: the member and the person who will be using the subscription needs to visit the facility in order to register and activate the subscription.
Where can the member see their reward value cards?
They can see all their value cards which they have bought for their earned coins in the app/web on Profile (app) and My Pages (web) > My Valuecards.
What is the validity period for a reward?
The validity period is set in BRP for each value card product.
The member can see the validity period of a reward when they browse through them in the reward shop, before they trade them in for coins.
Members can’t buy rewards with their coins in the reward shop, what is wrong?
Verify that the VAT group for the value card is the same as the product/s you have added to it: since they have to be the same.
How should the value card be accounted for, and which account should they be booked against?
Since the price of the value cards is 0, it doesn’t really matter which account that is used. The recommendation is to use an account as account 1000 not debitable or account 9999, or similar -i.e. an account that isn't really used for anything else.
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Getting started
How can we inform and educate our staff about our Loyalty program?
Distribute our "Loyalty 101" guide to help them grasp the fundamentals of how the loyalty program works.
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This guide will be available in more languages shortly.
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Questions
What do I do if I have questions about BRP Loyalty?
Contact your BRP sales representative or Customer Success Manager.
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