Client notes
Notes from people who sat through a review
These are notes from operators who let us walk their loyalty app. Names of brands stay off the page unless they asked to be printed.
We do not collect star ratings. A review is a few days of walking an app, not a public score. The notes below are from people who used a named review on this site — a full Loyalty App Review, a catalogue reading, a till check, or a member journey walkthrough.
A longer note: the Damansara pastry
The café group had added a welcome pastry in the app after a festive campaign. Redemption stayed low. During the Loyalty App Review we used a staff test login at opening. The home banner for a breakfast set covered the only path to “Redeem.” On a large office monitor the banner wrapped; on the phones in the shop it sat as a block. The shift managers already knew guests asked for the pastry at the counter and were told to “check the app.” After the briefing they moved the banner below the wallet. Redemption did not become a flood. It became possible at 8am, which was the actual request.
If you want a review of your own app, write to the desk with the stall you already see.
The pastry that hid behind a banner
They sat with our shift managers and tried to redeem a free pastry at 8am. The finding was a breakfast promo banner covering the redeem button. I had walked that screen on Wi-Fi at HQ and never saw it. We still have a slow oven in the morning — that part is on us — but at least the button is visible now.
Points that died on a Tuesday
Guests were told points lasted a year. In the app they vanished at month nine if there was no stay. Daniel wrote the two sentences next to each other. Our reservation agents had been arguing with guests using the poster, not the wallet. The briefing was uncomfortable and necessary.
The scan we skipped on purpose
Mei Ling came during Saturday trade. My cashiers already knew the barcode dimmed after ten seconds. We had a paper member number list in the drawer. She put that in the till note without dressing it up. Head office did not love reading it. I did, because it was what we actually do.
Catalogue full of weekend-only coffee
Most of our members drop in on a weekday commute. Half the live rewards needed a weekend café visit at a mall we do not sit beside. The reading did not tell us to become a café. It told us the list was written for a different person than the one holding the pump.
A walkthrough that felt slow on purpose
I wanted them to move faster through signup. Aisha refused to skip the OTP screen even though I knew it worked. Sitting through the extra fields was irritating. I still think they could have taken the address questions as a written list. That said, we did drop two fields after watching a colleague from finance fail the same path.