The 7 Essential Wallet Loyalty Metrics: Measuring ROI and Engagement

Measuring the performance of a digital wallet loyalty program requires tracking metrics across three distinct phases: Acquisition, Engagement, and Monetization.

This guide defines the 7 core Key Performance Indicators (KPIs) to track in your Passinstance analytics portal.

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1. The 7 Core Wallet KPIs

1. •Pass Add Rate (Conversion): Percentage of visitors landing on the Web-to-Wallet page who save the pass (Benchmark: > 72%).
2. •Scan-to-Transaction Ratio: Frequency with which active pass holders scan their pass at the register (Benchmark: > 55%).
3. •12-Month Pass Retention Rate: Percentage of customers who keep the pass installed (Passinstance Benchmark: > 94%).
4. •Push Notification Click-Through Rate: Engagement with lockscreen balance and location alerts (Benchmark: 18%–32%).
5. •Incremental Visit Lift: Additional visits generated within 30 days of receiving a pass update (Benchmark: +28%).
6. •Average Order Value (AOV) Delta: Difference in basket size between pass holders and non-members (Benchmark: +19%).
7. •Cost-Per-Acquisition (CPA): Blended cost of acquiring an active loyalty member via QR vs. native app install (Wallet passes reduce CPA by 80%).