Glossary
Key terms in employee engagement, customer loyalty, and channel incentives โ clearly defined.
Attrition Rate
The percentage of employees or customers who leave in a given period. Industry benchmark: 20โ60% annually depending on sector. A key metric for calculating the ROI of engagement programs.
CLV (Customer Lifetime Value)
The total revenue a customer generates over their entire relationship with a business. Loyalty programs increase CLV by increasing purchase frequency and average order value.
Earn Rate
In a points-based loyalty program, the rate at which members earn points per transaction. e.g. "1 point per โน10 spent." A key design variable that determines program economics.
eNPS (Employee Net Promoter Score)
A measure of employee loyalty based on the question "How likely are you to recommend working here to a friend?" Scores range from -100 to +100. Best-in-class: above 50.
Gamification
The application of game-design mechanics (points, leaderboards, badges, levels) to non-game contexts like employee recognition or channel incentive programs to increase engagement.
HRIS (Human Resource Information System)
Software that manages employee data โ org structure, employment status, compensation, etc. SuperEngage integrates with SAP SuccessFactors, Workday, Zoho People, and Darwinbox.
Redemption Rate
The percentage of loyalty program members who redeem at least one reward in a given period. A leading indicator of program health. Best-in-class: above 40%.
SPIFF (Sales Performance Incentive Fund)
A short-term incentive paid directly to channel partners or sales reps for achieving specific sales targets. Effective when transparent, fast-paying, and tied to specific products or behaviors.
Tier
A status level in a loyalty program (e.g. Silver, Gold, Platinum) that unlocks additional benefits as members reach higher earning thresholds. Tiers create aspiration and reduce churn.
White-label
A product or service branded by the buyer rather than the producer. SuperEngage's white-label option allows businesses to offer the platform under their own brand identity.