Set up and manage Client loyalty tiers
In this guide, you’ll learn how to set up a tier-based loyalty program, including adding rewards and perks that clients will receive when they reach each tier.
In this article
How loyalty tiers work
Loyalty tiers reward clients for reaching milestones based on points earned or how much they spend. Each tier can have its own name, colour, and set of rewards and perks. Rewards are benefits that clients can claim using points or receive automatically, while perks are extras such as a free drink given for reaching a tier.
You can use tiers on their own or alongside loyalty points and referrals. Three default tiers are set up when Client Loyalty is enabled, and you can add up to five in total to suit your business.
Enable loyalty tiers
- From the main menu on the left of your screen, go to Clients.
- In the left menu panel, select Client loyalty and then click on the Tiers tab at the top to manage your tiers settings.
- To start using tiers, click on the Enable button next to Loyalty tiers.
Once enabled, clients will start progressing through tiers and receiving rewards and perks. To disable loyalty tiers, click the Actions button, select Disable, and then confirm Disable in the pop-up.
When Loyalty tiers are disabled, clients can’t view their tier status or progress, and won’t receive tier rewards or perks. When you re-enable tiers, all clients’ tier statuses will be recalculated, so some clients may be placed into a different tier.
Customize loyalty tiers
- Open Tiers from Client loyalty.
- Under Your tiers, next to the tier you want to update, click on the Actions button and select Edit from the panel.
- In the Edit loyalty tier view, update the Tier name.
- You can change the tier color by clicking on the color icon next to the name. In the pop-up, select a color and click on Apply.
- Under Goal to achieve tier, enter the required points or spending amount the client needs to enter into the tier.
- Under Rewards, click on the Add button to create discounts or free items for clients in this tier.
- Under Perks, click on the Add button to add additional benefits for this tier.
- Click on the Save button in the top right to update the tier.
If Loyalty tiers are enabled, you’ll need to disable the program before changing any tier goals, as this can affect clients’ tier status. After you save your changes, enable Loyalty tiers again. When you re-enable it, all clients’ tier status will be recalculated, so some clients may move to a different tier based on the updated goals.
You can create up to 5 loyalty tiers by selecting the Add tier button under Your tiers.
Add perks to tiers
- Open an existing tier from your Loyalty tiers.
- Under Perks, click on the Add button to create a new perk.
- Enter a Description in the pop-up and click on the Add button.
- Click on the Save button in the top right to update the Loyalty tier.
Once added, the perk will be immediately available to all clients on the tier. To delete a perk, click Actions (three dots) next to the perk and select Delete.
Edit loyalty tiers settings
-
Open Tiers from Client loyalty.
-
If your Loyalty tiers are active, click on the Actions button and select Disable.
-
Click on Actions next to Loyalty tiers, then select Edit.
-
In the Edit tier settings view, click the image under Tier icon, select a new icon, and click Apply to save.
-
Select how clients enter new tiers based on either of the following options:
- Points earned: Clients move up tiers based on the points they earn through your Loyalty points program.
- Amount spent: Clients move up tiers based on their total spending from completed sales.
-
Choose how long clients keep their tier status from the following options:
- Their lifetime as tiers program member: Clients keep their tier status indefinitely unless they meet the conditions to move up.
- One calendar year: Clients keep their tier status until the end of the following calendar year. For example, if a client enters the Silver tier in November 2025, they'll remain in that tier until 31 December 2026 unless they qualify for a higher tier.
- One rolling year: Clients keep their tier status for 12 months from the date of entry. For example, if a client enters the Silver tier on 8 November 2025, they’ll stay in that tier until 8 November 2026 unless they level up sooner.
-
Under Tiers start date, choose the starting point for tracking each client’s progress. This determines how far back the system looks when assigning tiers. You can select a start date within the past 12 months, as long as it’s on or after the date Client loyalty was enabled.
-
Click on the Save button in the top right to update the tier settings.
Once you have updated your loyalty tiers settings, re-enable your loyalty program by clicking on Actions (three dots) then selecting Enable. All clients’ tier statuses will be recalculated, so some clients may be placed into a different tier.
FAQs
- One-time use rewards: Given when a client enters a tier, and can be used once.
- Unlimited use rewards: Available for as long as the client stays in that tier, and can be used multiple times.
- Purchase eligibility: Only purchases that qualify for Loyalty count towards tier progress.
- Tier start date: Purchases or points earned before your tier program start date won’t be included.
- Program reactivation: If you disabled and re-enabled Loyalty tiers, client tiers are recalculated using activity from the last 12 months or from your Tier start date (whichever is later).
Once loyalty tiers is enabled, all existing clients are automatically enrolled into the tiers you’ve set up. Any new clients who book an appointment or make a purchase will also be enrolled automatically.
Clients will automatically receive notifications when they move up a tier, stay in the same tier or move down a tier when their tier expires. These notifications are enabled by default, but you can manage them at any time in your Automated messages settings.
Clients won’t be notified when you enable or disable Loyalty tiers.
Clients can check their loyalty tier status and progress in their Fresha client account under Wallet. Under Your current tier, they'll see their current tier, how much more they need to spend, or how many more points they need to reach the next tier. See our guide for more on how clients engage with your loyalty program.
This ensures every client has a default starting point and is automatically enrolled in loyalty tiers.
Clients receive tier rewards when they move up or down a tier. This applies to both reward types:
If you enable Loyalty tiers for the first time (or re-enable them later), clients only receive unlimited use rewards for their current tier. One-time use rewards aren’t issued on activation, and are only given the next time a client moves into a different tier.
If a client isn’t progressing through loyalty tiers as expected, check these common reasons:
When you enable (or re-enable) Loyalty tiers, clients only receive the unlimited use rewards for their current tier. One-time use rewards aren’t issued on activation and are only given the next time a client moves into a different tier.
Clients continue to enjoy their tier benefits until the tier expiry date. If they don’t earn enough to move up before it expires, their tier status is recalculated based on their points earned or total spend over the last 12 months.
After the recalculation, they may stay in the same tier or move down. They will receive the unlimited-use rewards for their updated tier and any one-time rewards for that tier (only if they move into a different tier).
