Audience segmentation in LoyaltyPlant is powered by four filter categories: Purchase History, Profile, Customer IDs and Campaigns. Each offers a different way to narrow your audience based on real user data. This article covers how they work and what each filter is used for.
Accessing Segmentation Filters
Segmentation is available in three CRM sections, all accessible from the top menu:
Analytics → Click Segment the audience
Customers → Click Segment the audience
Campaigns → Click Create New Campaign → Select a supported campaign type → Go to the Scenario section → Click Define under Set up custom parameters for campaign audience
🛠 Customer segmentation is available in the following campaigns: Win-Back Lapsed Customers, Share News Offers, Promote an Event, Automated Birthday Greetings, Send a Gift, Automated Bounce Back Coupon, Off-Peak Hours Promotion, Featured Items Promotion.
Segmentation Categories
Within LoyaltyPlant, there are multiple ways to segment the audience depending on the goal. These include the following filter categories:
Purchase History: Based on ordering and spending behavior
Profile: Personal attributes and app activity
Customer IDs: Specific user IDs added manually
Campaigns: Include or exclude users based on previous campaign activity
To learn about the custom fields available for segmentation, see Custom attributes from in-app questionnaires.
Purchase History
No orders within the period – users with no completed orders during the selected time frame
📘 Info: You can switch between two date formats using the Toggle to relative dates option:
Absolute dates — Fixed calendar ranges (e.g. March 1–31)
Relative dates — Shifting time frames like “last 30 days”
👍 Use case: For automated segmentation, it’s recommended to use relative dates so the audience updates dynamically over time.
Orders within the period: users with at least one order during the selected time frame
🚧 Must Read: If no date range is set, the system uses all-time data. This affects filters like Total number of orders, Total spend, and Average check. To narrow the results, set a specific date range.
Total number of orders: number of completed orders by the user. The range is inclusive. For example, entering 1 to 3 will include users with exactly 1, 2, and 3 orders
Total spend: cumulative value of all user orders
Average check: average value per order (total spend ÷ number of orders)
Visited locations: locations where the user has placed an order or received a gift (in store, pickup, or delivery)
Item in order (in store): menu item included in at least one in-store order
Item in previous digital orders: menu item included in at least one online order
Profile
Available filters depend on the account’s plan and loyalty program configuration.
Depending on your setup, you may see:
Current points balance: total number of loyalty points currently available in the user’s account
Current Tiered Loyalty Status: filters users by their assigned tier
Tiered Loyalty Status started: filters users based on when their current tier began
Tiered Loyalty Status ends: filters users based on when their current tier is expected to end
The following filters are available in most accounts:
Installation within the period: app installation date falls within the selected range
Operating system: mobile OS used by the user (iOS or Android)
Client is an employee: whether the account is marked as an employee
App used within the period: most recent app session date within the defined period
Language: preferred language saved in the user's app profile
🛠 Only available if your app supports multiple languages.
Age: user’s age from profile response
Selected city: city saved in the user’s profile (available for multi-city restaurants)
🚧 Must Read: All custom fields collected through the in-app questionnaire —such as gender, preferences, or family status — will appear here as additional filters.
Customer IDs
Enter a customer ID: Field for manually entering one or more user IDs
🚧 Must Read: IDs must be entered without spaces, separated by commas. Each ID consists of 8 digits and can be found in the profile of each user.
Add customers with the specified ID to the selected audience: checkbox that controls how the entered IDs interact with other filters:
Unchecked (default): Only the manually entered customer IDs are included in the audience. Filters from other tabs are not applied—they are completely ignored
Checked: The audience includes both the entered customer IDs and, as a separate group, users selected by filters from other tabs
🛑 Warning: Manually entered customer IDs are not affected by filters. Always ensure that added IDs meet the campaign’s audience requirements.
For example, if an ID belongs to a 17-year-old and the segment excludes users under 18, that user will still be included.
Campaigns
Narrow down to users who participated in specific campaigns
Select which campaign participants to include in the audience.
Users who got into the audience of selected campaigns: users who were targeted in the selected campaign, whether they used the offer or not
Users who got into the audience of selected campaigns and took advantage of the offer: users who received and redeemed the offer
Users who got into the audience of selected campaigns and did not use the offer: users who received the offer but did not redeem it
Users who got into the control group of selected campaigns: users who were part of the control group and did not receive the offer. Only available for campaigns that had a control group
👍 Use case: In campaigns with large audiences, the control group may include a significant number of users. To recover missed revenue, a follow-up campaign can be launched for these users once the original campaign ends.
Exclude users based on their participation in specific campaigns
Select which campaign participants to exclude from the audience
Users who got into the audience of selected campaigns: removes users who were targeted in the selected campaign, whether they used the offer or not
Users who got into the audience of selected campaigns and took advantage of the offer: removes users who received and redeemed the offer
Users who got into the audience of selected campaigns and did not use the offer: removes users who received the offer but did not redeem it
Users who got into the control group of selected campaigns: removes users who were part of the control group and did not receive the offer. Only available for campaigns that had a control group
👍 Use case: Exclude control group users from other campaigns running at the same time to keep results accurate.
If a control group user receives an offer from another campaign during the same period, it can distort the outcome and reduce the reliability of performance analytics.