Thanx Insights Lab: New Reports Roundup

Four new Insights Lab reports have launched over the past two months, giving you sharper visibility into loyalty participation, location performance, customer sentiment, and in-store enrollment.

What is it?

The Insights Lab has been expanded with four new reports, each designed to surface a specific dimension of your program's performance at the location or brand level. New reports include Engaged customers per location, Active customers at select location(s), NPS by handoff mode and POS in-store enrollment at select location(s).

Why it matters

Understanding performance at the brand level is only part of the story — the ability to drill into location-level trends, compare across channels, and tie operational decisions to customer sentiment data is what drives meaningful action. These reports give you that level of visibility in one place.

How it works — What's new

Engaged customers per location: Track the average number of engaged loyalty members per live location over time. Engaged customers are defined as loyalty members with 3+ lifetime purchases who have purchased in the last 90 days. Includes category-specific benchmarks so you can compare your performance against industry peers. The report filters out noise from store openings and closures. Often used side by side with Active customers at select location(s) report.

Active customers at select location(s): See how many unique loyalty members are actively purchasing at specific locations on a weekly basis. Compare performance across digital and in-store channels, identify high- or low-performing locations, and track the impact of local campaigns over time. Often used side by side with Engaged customers per location report.

NPS by handoff mode: Understand how customer sentiment differs across handoff modes — pickup, delivery, curbside, and more — using Net Promoter Score data. Tracks trends over time and compares performance at both the brand and individual location level, helping you identify experience gaps and prioritize operational improvements.

POS in-store enrollment at select location(s): Track the percentage of customers who complete enrollment after requesting to sign up in-store. Shows daily enrollment requests, completed enrollments, and conversion rates — helping you spot locations with low conversion and optimize the in-store sign-up experience. Available for merchants using an integrated POS with in-store enrollment enabled.

Where to find it in Thanx

All four reports are available in the Insights Lab in your Thanx dashboard. Navigate to Dashboard > Customers > Thanx Insights Lab.

Keep in mind

• The NPS by handoff mode report requires NPS/Feedback data to be enabled for your brand.

• The POS in-store enrollment report is only available for merchants using an integrated POS system with the enrollment setting enabled.