Loyalty – Tier Levels

Tier levels are what turn a loyalty program into something guests actually care about.

Open: Marknadsföring → Loyalty → Tiers

How tiers work

• Unlimited number of tiers per restaurant
• The threshold decides the tier: the guest gets the tier with the highest threshold they reach. Ordning only controls the order tiers are listed in
• Qualifying spend is measured on rolling 12 months (not calendar year)
• Tiers are checked when purchases award points and in the regular nightly update
• No member "stays" on a tier if their spend drops, unless you gave the member a minimum tier (see below)

Fields per tier

Beyond the fields above, the system automatically creates a CRM tag ("Tier: [tier name]") for each tier, so segments and campaigns can catch the members. You don't create or link the tag yourself – there is no "Auto-tag" field on the tier.

When a tier is deleted, in Admin or through AI Boss and your own AI, the tier's tag ("Tier: [tier name]") is also removed from the guests. The tag stays if another tier is linked to the same tag, and manual tags are never touched. Check segments and automations that used the tag.

Free-text perks are information for guests and staff. A description such as “Priority at events” does not change booking rules automatically. Plan how staff will fulfil the promise.

Example: Classic three-tier structure

Silver – Entry

• Ordning: 1
• Qualifying spend: 0 SEK
• Poängmultiplikator: 1.0×
• Flat discount: 0 %
• Perks: (empty)

Gold – Mid

• Ordning: 2
• Qualifying spend: 5,000 SEK
• Poängmultiplikator: 1.5×
• Flat discount: 5 %
• Perks: "Welcome drink for the party", "Priority at events"

Platinum – Top

• Ordning: 3
• Qualifying spend: 20,000 SEK
• Poängmultiplikator: 2.0×
• Flat discount: 10 %
• Perks: "Annual dinner on the house", "VIP reservation on short notice", "Personal birthday email from the owner"

If you would rather show the top tier first in the list, give Platinum order 1 and Silver order 3. Guests still get the same tier, because the threshold decides.

Step-by-step: Create your first tier structure

1. Marknadsföring → Loyalty → Tiers
2. Click New tier
3. Add Silver as entry (0 SEK threshold)
4. Click New tier – add Gold
5. Click New tier – add Platinum
6. Click Spara alla nivåer (Save all tiers)

If two tiers have the same threshold, nothing is saved and you are told which tiers it concerns. Change the threshold on one of them and save again.

Tip: Start with three tiers. More gets confusing and hard to communicate.

How the system finds the right tier

Each night a tier refresh runs for every member:

1. Sums all paid orders in the last 12 months (excluding refunds)
2. Finds the tier with the highest threshold the member's 12m spend qualifies for. The order does not matter
3. If tier changed → removes old auto-tag, applies new

Example math:

• Guest has 18,000 SEK of 12m spend → Gold (Gold is 5,000, Platinum is 20,000)
• Guest has 25,000 SEK → Platinum
• Guest has 300 SEK → Silver

Minimum tier: if you gave a member a minimum tier, when adding the member or on the guest card, they keep it until their purchases reach a tier with a higher threshold.

What happens on downgrade?

If the 12-month spend drops below the current threshold (e.g. when older purchases fall outside the period), the member can move down when the tier is recalculated. Auto-tags switch automatically – so a scheduled "Gold" segment campaign still reaches the right audience. A downgrade does not send a Ny nivå uppnådd message.

Communicate the terms: Downgrades can sting. Consider sending an SMS/email ("You're close to re-qualifying for Gold – dine with us before May 31") instead of silently dropping their status.