Loyalty Reporting Bug/Error - Discrepancy in Levels

[SVLFever]

We are starting to work on our holiday gifts for our Loyalty members, and in doing so, we ordered the number of gifts that appear in the LOYALTY>OVERVIEW screen.  When we select the three dots next to each of these numbers though, a new report will open up with the "view current members".

The number of customers in the "View Current Members" report will NOT match the previous screen.   You can see this summarized here - 

We have also made a screen recorder showing this in real time at Screen Recording Of Loyalty Report Issue 

Anyone else seeing this? 

[Sammie_C]

I appreciate you pointing this out, @SVLFever. Thank you for the thorough image and screenshot, as well!

In all honestly, I am not super familiar with this aspect of the Loyalty Report. If this seems to be an issue you are experiencing, I can definitely can get this escalated to our Engineers to take a look.

A quick question first though, are all of your Filtered Results turned off? As well as, do you know if this has been occurring for a while, or is it something that you have just noticed?

[SVLFever]

HI @Sammie_C .  Yes, from what I can tell there is no filter affecting the results.   We just noticed it because of what we were trying to do with our customers, so I can't say for how certain it has been incorrect.

Yes, if you could escalate that would be great.  I think something is wrong.

Thanks for your help!

[Sammie_C · Accepted solution]

Happy to help, @SVLFever.

So I reached out to our Account Services team and they said it does appear like the numbers are not matching up as intended. I am going to go ahead and file a ticket with our Engineers on this. As soon as I hear back from them, I will post back here. 

Thank you for bringing this to our attention! Let me know if you notice anything else in the meantime.

[Sammie_C]

I wanted to check in on this, @SVLFever!

I received a notification that our Engineers were able to get this resolved for you. Could you please confirm this has been resolved? If not, I can send them another message.

[SVLFever]

Hey @Sammie_C !

Well.....almost!   Of the five categories, three are exactly right, one is off by 1 person, and one is off by 2 people.  

Now, with that being said, I'm wondering if the disrepancy is related to possible customers going up or down today.   I tried to "refresh" the report to see if it changed, but it was still off accordingly.    I am wondering if I check first thing in the morning tomorrow if it will be correct, and the discrepancy is related to real-time customer behavior (I'm in a full house right now).

Want me to check again in the morning?

[Sammie_C]

That makes sense. Yes, if you could check again, please. Hopefully it was just a one-off!

[SVLFever]

Hey @Sammie_C .  I checked an hour ago, and just again now, and the same two levels are off the same way still.

Maybe some sort of customer duplicate is causing the issue???

[Sammie_C]

Darn! Thank you for checking again.

That possibly could be occurring. I went ahead and sent another message over to the Engineer who worked on this to see if he can take another look. I will let you know what he says!

[Sammie_C]

I just heard back form our Loyalty Team Engineers on this and they said that the number differences you are mentioning are expected discrepancies due to data freshness. 

They said the following as well: "In the Loyalty Overview Page, the count of each tier is based on one a daily snapshot of the number of customers in each tier while the customer directory page shows close to real time data for the number of customers currently in a certain tier. So as long as there is tier movement during the day, we would expect some discrepancy due to customers moving up or down to a different tier during the day."

So I hope that answers the discrepancy issue for you a bit more!

[SVLFever]

Yep, it does @Sammie_C !!!

Thank you for doing all the leg work on this.  I appreciate it!

And my Diamond customers will start getting gifts this weekend thanks to the loyalty program.  😁

[Sammie_C]

Yay, happy to help! Awesome, I hope they like their gifts!

Please let me know if you end up having any other questions on this or anything else!