Introduction

In planning marketing campaigns, Restaurant Partners often need to generate a report with guest information and their ordering history (e.g., number of orders, lifetime spend, loyalty accrual history) so that they can target the campaign at guests who would find it appealing and/or relevant.

The Guest Metrics Report shows a comprehensive list (20+) of guest metrics on all patrons, with the ability to search by individual patron or filter by specific locations.

Limitations

Feature Availability

This feature is available on the New Admin Dashboard only

Data Definition

Orders

Unlike sales-related reports and dashboards that are available on the New Admin Dashboard, the data here includes all orders, including those where a QR code was scanned to accrue or redeem loyalty in-store

Data Update Frequency

All metrics are updated every hour

Restaurant Experience

Accessing the Report

Once in the Redesigned Admin Dashboard, click on the “Analyze” tab on the top navigation bar

Click on the “Reports” button in the menu bar

Navigate to the “Marketing” section and click on the “Guest Metrics Report” button

Defining the Reporting Parameters

First Order Date Range

Use the First Order Date Range to filter the report by patrons' first order date
- For example, if the “Last Week” option is chosen, the report will only show guest metrics for patrons who received their first orders during that period

The dropdown menu can be used to select one of the following pre-defined date ranges: this week, this month, this year, last 7 days, last 30 days, last 3 months, and last year

Alternatively, the date picker to the right of the dropdown menu can be used to set a custom date range

By default, all historical data are shown

Timezone

In the time zone section, choose which time zone should be used to determine the order fulfillment date and time
By default, EST is selected

Patron Name

The Patron Name field can be used to look up the guest metrics for specific patron(s) by their name(s)
Click into the Patron Name field and begin typing the name of the patron(s) you wish to look up. As you type, the drop-down list will show names of patrons that match your input. Once you see the name of the patron you want to add, click on the name to add to the report.

There are no limits to how many patron names can be added

Patron Email

The Patron Name field can be used to look up the guest metrics for specific patron(s) by their email address(es)
Click into the Patron Email field and begin typing the name of the patron(s) you wish to look up. As you type, the drop-down list will show email addresses that match your input. Once you see the email address of the patron you want to add, click on the email address to add to the report.

There are no limits to how many patron emails can be added

Location

Location fields can be used to select guests that are relevant to specific locations
In the Select field, choose one of the following options:
- First Order Location: Show guests whose first order location is included in the “Locations” field
- Last Order Location: Show guests whose most recently ordered location is included in the “Locations” field
- Favorite Order Location: Show guests whose most frequently ordered location is included in the “Locations” field

In the Locations (single-brand) or Areas (marketplace) field, use the dropdown menu to select which location(s) or area(s) should be included; multiple options can be selected

Alternatively, you can also type in a location or area name directly in the field. As you type, the drop-down list will show locations or areas whose names most closely match the input. Once you see the location or area you want to pick, click on the name.
- Multiple options can be added

Apply Filter

Once the desired options are selected, continue refining other criteria or click on the “Apply Filter” button to apply the parameters
- Please note that clicking on the “Apply Filter” button will apply all changes to reporting parameters

Data Definition

Orders

Unlike sales-related reports and dashboards that are available on the New Admin Dashboard, the data here includes all orders, including those where a QR code was scanned to accrue or redeem loyalty in-store

Data Update Frequency

All metrics are updated every hour

Understanding the Data

Executive KPIs

At the top of the dashboard, the totals of the following key guest metrics are shown:

Metric	Definition
Guests	Total number of guests, including those who used scan-for-loyalty for in-store orders
New Guests	Number of first-time guests
Returning Guests	Number of guests with 2 or more orders
Average Lifetime Spend	Average lifetime spend among included guests Lifetime spend is calculated as the sum of all sales, taxes, tips, and service charges minus discounts and loyalty credits
Average Lifetime Check	Average order value among included guests
Average Lifetime Order Frequency	Average monthly order frequency among included guests Guests whose first order was within the last month of the selected dates are excluded to avoid skewing the metrics
Average Lifetime Orders	Average of lifetime number of orders among included guests
Average Spent Loyalty	Average loyalty redemption among selected guests When an item is redeemed as a reward, the retail price of the item is recorded as spent loyalty
Average Current Points	The average number of available loyalty points that included guests hold on their accounts
Average Total Points	Average lifetime earning of loyalty points among included guests
Average Current Loyalty	Average of available credits that included guests hold on their accounts Excludes guests with zero current credits
Average Total Loyalty	Average lifetime earning of credits among included guests Excludes guests with zero total (lifetime) credits

Data Table

The report includes the following data:
- Currently, all columns below will be shown even if they may not be relevant to the Restaurant Partner. For example, the “Kiosk Orders” column will be shown even if the Restaurant Partner does not use Lunchbox Pocket Kiosk. In these cases, Restaurant Partners have the option to hide these columns. For more information on how to do so, please refer to the Adjusting Which Columns Are Shown section of this page.

Column Name	Description
Name	Patron Name
Email	Patron Email
Phone	Patron’s phone number
First Order	Fulfillment date of patron’s first order
First Location (Single-Brand) or First Area (Marketplace)	The location where patron’s first order was placed
First Order Type	Order type of patron’s first order
First Platform	Ordering platform (e.g., web, iOS) where patron’s first order was placed
First Product	Product (e.g., Direct Order, Kiosk, Subscriptions) through which patron’s first order was placed
Last Order	Fulfillment date of patron’s most recent order
Last Location (Single-Brand) or Last Area (Marketplace)	The location where patron’s most recent order was placed
Favorite Location (Single-Brand) or Favorite Area (Marketplace)	The location where patron has placed the most orders
Favorite Item	Most frequently ordered item
Orders	Total number of orders fulfilled
Pickup Orders	Total number of pickup orders fulfilled
Delivery Orders	Total number of delivery orders fulfilled
Kiosk Orders	Total number of Pocket Kiosk orders fulfilled
Web Orders	Total number of web orders fulfilled
App Orders	Total number of app orders fulfilled
Catering Orders	Total number of catering orders fulfilled
Monthly Frequency	Number of orders per month
Cart Size	The average number of items in cart
Spend	Total lifetime spend Lifetime spend is calculated as the sum of all sales, taxes, tips, and service charges minus discounts and loyalty credits
Check Average	Average GMV per order
Sales	Total Sales to date Includes item subtotals (i.e., GMV) only
Tips	Total tips to date
Discounts	Total discounts applied to date
Spent Loyalty	Total loyalty redemptions to date When an item is redeemed as a reward, the retail price of the item is recorded as spent loyalty
Refunds	Total refunds to tdate
Current Points	Current loyalty points balance
Total Points	Lifetime loyalty points accrued
Current Credit	Current credit balance
Total Credits	Lifetime credit earned
Tier	Name of loyalty tier

In addition, for Marketplace (multi-brand) Restaurant Partners, the following metrics are included:

Column Name	Description
Favorite Brand	Brand from which the guest ordered most frequently from
Brand Size	The average number of brands included in each order

Navigating and Adjusting the Table

Navigating within the Table

The scroll bars at the bottom and the right end of the table can be used to scroll horizontally or vertically

The previous and next buttons as well as the page number field in the pagination bar can be used to move between multiple pages

Sorting the Columns

To order the table by one of the columns, click on the column header of the column you wish to sort by

By default, the table is ordered alphabetically in ascending order by guest name

Adjusting Column Orders

To rearrange the column order, click on the Settings button in the upper right-hand corner of the table. Then, drag & drop the columns in the order you wish them to appear using the highlighted button.

Adjusting Which Columns Are Shown

To adjust which columns are shown, click on the Settings button in the upper right corner of the table and check the boxes next to the column names you wish to see

Creating Filters

One or more filters can be set up to further refine which patrons' information is shown in the report

To create filters, click on the Filter button in the upper right corner of the table and specify which columns you wish to filter the table by
- To add multiple filtering criteria, click on the “Add filter” button

Exporting

The Export button in the bottom right corner of the table can be used to generate a CSV or PDF export of the data, with the same column names

If you have trouble accessing the export button, please click on the menu bar button to collapse the side menu bar