# Retail loyalty programme survey

Understand whether benefits are clear and usable.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Which programme benefit have you used?

Answer: ____________________

## 2. How clear is the process for earning or using rewards?

Answer: ____________________

## 3. What would make the programme more useful?

Answer: ____________________

## 4. Could you find the conditions for using a reward?

Answer: ____________________

## 5. What would help you understand your available benefits?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Identify benefits members actually redeemed or used, separating awareness from experience. Investigate low use alongside eligibility and access before assuming the benefit lacks value.
2. Locate confusion in earning or redemption steps so the program owner can clarify the applicable route. Enrollment alone does not show that members understand reward conditions.
3. Find a practical change linked to how members use the program. Compare requested improvements with actual terms rather than promise benefits that are not offered.
4. Check whether members could locate the conditions governing a particular reward. Improve access to verified terms without interpreting missing information as proof of eligibility.
5. Identify what members need to understand their usable benefits and next steps. Explain actual availability without presenting potential or expired rewards as guaranteed options.

Interpretation caution: Enrolment does not prove engagement with rewards.