Loyalty FAQ

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:

Booking a class (with corresponding information about the class they’ve booked)
Attending a class (with corresponding information about the class they’ve attended)
Missing a booked class (with corresponding information about the class they've missed)
Visiting the gym and facilities (with corresponding information about the gym/facilities)

These “events” trigger a predetermined number of rules that yield different outcomes and results. For example, attending 10 sessions earns the Achievement 'Best in Class', and visiting the gym increases the 'training streak' by one step per week.

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.

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.

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.

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.

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.

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.

On top of this, there are a few “hidden achievements”, which are not known for the member in advance.
A few examples of these are (but there are more!):

“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.

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.

If a member collects a reward at facility: you sell them the item and they pay with their value card, as with a regular value card payment.

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.