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Customer Eligibility

Dave Carr
Dave Carr
  • Updated

Customer Eligibility is used across a number of features in Spektrix. By defining Customer Eligibility, you can decide which Customers are eligible for the features, based on whether or not Customers meet Customer Criteria. 

In this article, we’ll guide you through Customer Eligibility Criteria, where to find it, the types of Customer Criteria you can choose from and how to select Customer Criteria.

 

What is Customer Eligibility Criteria?

The Customer Eligibility Criteria Tool lets you select eligible Customers by setting certain Customer Criteria, including Tags, Contact Preferences, Subscriptions and more for features including Priority Booking, Offers and Lock Type Eligibility. Customers can be eligible based on one or more Customer Criteria.

 

Where to find the Customer Eligibility Chooser

You can find the Customer Eligibility Chooser in both Admin Interface and Insights & Mailings. You’ll see the Customer Eligibility Chooser:

 

The Customer Eligibility Chooser exists in the following features in the Admin Interface:

 

The Customer Eligibility Chooser exists in the following features in the Insights & Mailings Interface:

 

How to Add Customer Criteria

To add Customer Criteria, follow these steps:

  1. Click the Customer Criteria name or arrow to expand, for example Tags:

  2. Click and drag a Criteria Metric into Drop criteria here:

  3. The metric will appear:

You can combine two or more Customer Criteria, adding complexity to Customer Eligibility by using AND, OR and NOT rules. For more information, skip to Rules for Combining Criteria.

 

What criteria can I use for Customer Eligibility?

You can use the following criteria for Customer Eligibility:

TIP: The Customer Criteria available will depend on which feature you're setting up. Some features will not include all Customer Criteria.

 

Tags

You can use Tags as eligibility criteria to select Customers based on Tags that are applied to their Customer Record.

This is especially powerful when used in conjunction with an Auto Tag. For example, you can make Offers available to Customers who have received certain mailings or booked for a certain combination of shows.

For more information, read Normal Tags and Auto Tags.

 

Attributes

You can use Customer Attributes as eligibility criteria to select customers based on Attributes applied to their Customer Record. The Attributes you have will be unique to your system, some common examples can include extra information such as Job Title or Culture Segment.

For certain Attribute Types, you'll need to select values:

  • Dropdown List: Select the value
  • Text Field: Enter the value for an exact match
  • Check Box: Check the box or leave unchecked
  • Date: Enter a date for an exact match
  • Currency: Enter a value for an exact match

For more information, read Customer Attributes.

 

Memberships

You can use Memberships as criteria to power Offers, Lock Type Eligibility and Priority Booking periods. You can also highlight Members to your staff by using Customer Groups.

The following logic applies for eligibility:

  • Customers must have a current Membership for the selected Membership.
  • Customers with renewed Memberships for the selected Membership will be eligible.
  • Customers with expired Memberships and Memberships in the grace period for the selected Membership won't be eligible. 

For more information, read Adding Membership benefits.

 

Ticket Subscriptions

You can use Ticket Subscriptions as eligibility criteria to power Offers, Priority Booking or Integrated Mailings.

The following logic applies for eligibility:

  • Customers with a selected Ticket Subscription will be eligible.
  • Customers with a selected Ticket Subscription, where all vouchers have been redeemed, will be eligible.
  • Customers who have partially returned vouchers but retained the Ticket Subscription will be eligible.
  • Customers with an inactive Ticket Subscription will be eligible. This only applies when a Ticket Subscription is inactive, and a customer holds unexpired Tickets as part of that subscription.
  • Customer with an expired Ticket Subscription will not be eligible.

For more information, read Introduction to Ticket Subscriptions.

 

Promotion Codes

You can use Promotion Codes as eligibility criteria to power Offers, Priority Booking and Lock Type Eligibility. As these Promotion Codes are Customer Criteria, a Customer is typically required in the Basket/Cart to qualify.

For more information, read Promotion Codes.

You can also create new Promotion Codes through Customer Criteria by following these steps:

  1. Click to the expand Promotion Codes:

     

  2. Click Add

  3. On the New Promotion Code screen, enter a Code and Description. Click Save:

The Active box will be checked by default. If you don’t want to use the Promotion Code just yet, uncheck this box. Then click and drag the new Promotion Code to Drop criteria here.

 

Criteria Groups

You can use Criteria Groups to group together criteria that you often use in combination with each other. You can use Criteria Groups to power any Customer eligibility.

For example, rather than selecting every individual Membership as criteria for an Offer, you can create a Criteria Group that contains all of these Memberships, then select this as eligibility criteria for an Offer or a Priority Booking period.

For more information, read Criteria Groups.

 

Fixed Series Subscriptions

You can use Fixed Series Subscriptions as eligibility criteria to power Offers, Lock Eligibility, Priority Booking, and Integrated Mailings.

The following logic applies for eligibility:

  • Customers with a Fixed Series hold for the selected Fixed Series will be eligible. Their Tickets can be purchased or currently held.
  • Customers who have a hold but haven't purchased or had their Tickets released for the selected Fixed Series will be eligible.
  • Customers who have returned, released or cancelled their hold for the selected Fixed Series won't be eligible.

For more information, read Introduction to Fixed Series.

 

Contact Preferences

You can use Contact Preferences as eligibility criteria to select Customers who have agreed to receive communication from your organisation, for example by email or post.

You can use this criteria to send an Integrated Mailing to Customers who have agreed to receive emails from your organisation. This email could contain a Promotion Code which can power an Offer or Priority Booking for an upcoming event.

In Contact Preferences, the Customer must answer Yes to be eligible.

 

How to remove Criteria

If you want to remove a previously selected criteria, drag the criteria you want to remove to the Drop here to delete box:

 

Rules for Combining Criteria

You can choose multiple Customer Criteria to add complexity to Customer Eligibility. For example, you may want to choose Members who aren't staff or Donors who've donated $400 or more per year and said yes to email. When combining criteria, you’ll use the AND, OR and NOT rules.

 

The AND rule

Use the AND rule to combine multiple Customer Criteria, where customers must meet all of the defined Customer Criteria to be eligible.

To combine Customer Criteria using AND, follow these steps:

  1. Add your first Customer Criteria metric
  2. Add your second Customer Criteria metric by dragging it towards the AND label next to the first Customer Criteria metric:
  3. The Customer Criteria metrics will appear in the same dotted box combined by the label AND:
  4. You can continue to add more Customer Criteria using AND. All Customers must meet ALL Customer Criteria.

In the example above, Customers must have a Platinum Membership AND say yes to E-mail Contact Preferences.

 

The OR rule

Use the OR rule to combine multiple Customer Criteria, where customers must meet at least one of the defined Customer Criteria to be eligible.

To combine Customer Criteria using OR, follow these steps:

  1. Add your first Customer Criteria metric

  2. Add your second Customer Criteria metric by dragging it to Drop criteria here:

  3. The Customer Criteria metric will appear in separate dotted boxes combined by the label Or:

  4. You can continue to add more Customer Criteria using OR. A Customer must meet any of the Customer Criteria.

In the example above, a Customer must have either a Platinum Membership or a Gold Membership.

 

The NOT rule

To explicitly state that a Customer should not meet a Customer Criteria, use the NOT rule.

To use the NOT rule, add the Customer Criteria metric into Drop criteria here and then check the Not box:

In this example, the Staff Tag Customer Criteria metric has a checked Not box. The Customer Criteria metric appears in a red highlight. This means Customers cannot have the Staff Tag.

 

Using Multiple Rules

You can combine the AND, OR, and NOT rules to add even more complexity to Customer Eligibility, 

For example, use AND, OR, and NOT for the following Customer Eligibility Criteria:

  • Customers must have a Platinum or Gold Membership
  • Customers cannot be staff members
  • Customers must agree to email

This may look like the following in the Customer Eligibility Chooser: