# Why nobody is using your loyalty programme

Most likely, in this order: your staff are not mentioning it, the code is somewhere nobody stops, the reward takes too long to reach, or the reward is not worth having. Three of those cost nothing to fix. None of them is the technology.

Source: https://fidella.app/guides/why-nobody-is-using-your-programme
Last reviewed: 2026-08-31

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Almost always one of four things, and they are diagnosable in a specific order.

## First: is anyone mentioning it?

The single largest factor. A programme nobody says out loud is a poster.

Test it by standing near the counter for twenty minutes. If it is not mentioned
in that time you have found your answer, and you have not needed any data.

## Second: where is the code?

It has to be where somebody is standing still with nothing to do. Counter,
table, pickup point. On the door, on a wall behind the queue, or on a leaflet is
close to not having one.

## Third: is the finish line reachable?

Divide your threshold by how often a regular visits. Over about six weeks and
most people stop counting.

This shows up differently in the data: people join and then stop. If signups are
healthy and completion is not, it is this or the next one.

## Fourth: is the reward worth having?

The rarest cause, and real when the reward was an afterthought. The test is
whether a customer would describe it to a friend unprompted.

## The diagnostic order matters

Signups diagnose the first two. Completion diagnoses the second two.

Owners tend to reach for the threshold first, because it is a number they can
change from a screen, and it is the third most likely cause. Check whether
anyone is mentioning it before you change your economics.

## What is almost never the cause

The technology, or customer reluctance. People join things at counters readily
when a person asks them. They do not join things nobody mentions.