Customer Loyalty Analytics for QSR
EdgeRed built a customer loyalty analytics capability for a leading Australian QSR brand – giving the marketing team a clear, data-driven view of who their most valuable customers were, what kept them coming back, and where loyalty was at risk.
The Challenge
A leading Australian QSR brand wanted to increase customer engagement and repeat visit frequency – but had no baseline view of customer behaviour, lifecycle stage or what was driving loyalty. Without understanding who was at risk of churning and what early behaviours predicted long-term loyalty, the marketing team was operating without direction.
What We Built
EdgeRed conducted a deep analysis of customer transaction data and built an automated loyalty analytics capability to power ongoing lifecycle management and targeted marketing.
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Customer lifecycle classification
Customers classified by lifecycle stage and segmented into High, Medium and Low value groups based on transaction and spending data. -
Customer Lifetime Value (CLV)
An automated process built to calculate and track Customer Lifetime Value over time - giving the business a consistent, comparable measure of customer health. -
Churn and loyalty analysis
Key findings - early transactions within the first 14 days drove long-term loyalty, while cannibalisation analysis revealed which promotions drove new behaviour versus shifting existing spend. -
Marketing support
Data-driven campaign strategies and loyalty dashboards built for the marketing team - giving them an always-on view of customer CLV, lifecycle stage and churn risk, updated automatically.
The Outcome
The marketing team moved from gut feel to data-driven targeting – with a clear view of customer lifecycle stage, CLV and churn risk for the first time. Lifecycle-based campaigns drove a 2.5x uplift in customer retention, with early intervention strategies targeting customers in their first 14 days proving the strongest driver of long-term loyalty. The business now has an automated, always-on view of customer health dashboard – and a marketing team that knows exactly where to focus.
