Program strategy
Redesign rewards and earn/burn mechanics
Switch AI revealed what members value, why they leave, and how to win them back.
The challenge
Feedback came from many channels, but the insights were scattered and teams lacked a shared direction.
Channels
Google ReviewsFacebookEmailApp ReviewsMessagesOutputs
Disengagement driversAt-risk membersTop themesExecution planSwitch AI
Insights discovered
Sentiment overview
62% Positive
Impact
48,726
Feedback analysed
87%
Time saved
21%
At-risk members identified
+23%
Increase in member retention
+31%
Higher member engagement
-28%
Reduction in churn risk
+18%
Increase in program redemption rate
Execute
Redesign rewards and earn/burn mechanics
Smarter segmentation and communication
Targeted re-engagement for at-risk members
Improve app experience and points management
Continuous monitoring and optimisation
Top opportunities
Redesign rewards and earn/burn mechanics
Use smarter segmentation and communication
Target at-risk members
Improve app experience and points management
Member sentiment
Programme signals
Knowing the problem is only the beginning
Every one you win back is revenue.
We partner with you to find out why customers really leave and help you win them back.
Collect feedback from all sources
AI uncovers what really matters
Define the right priorities
Implement solutions that drive change
Stronger experience, stronger business
