From: david.oconnor.music@gmail.com
To: feedback@basecampcoffee.com
Subject: Thoughts on Rewards Program - Good and Bad
Date: November 19, 2024 10:24 AM

Hey Basecamp,

Wanted to share some honest feedback on the rewards program after using it for a few months. I'll try to be balanced because I think there's genuine good and bad here.

THE GOOD:
- Love the concept of a points-based system over punch cards
- The earning rate seems fair to me
- Redemption for drinks works smoothly
- I like being able to track my history in the app
- The physical card is a nice option for when my phone dies

THE BAD:
- The app is really unreliable. Crashes maybe 1 in 5 times I open it
- Points sometimes take hours or even a day to show up after a purchase
- The balance display seems buggy (shows different amounts randomly)
- Staff knowledge is inconsistent. Kenji at Pearl knows everything. The guy at Mississippi location looked at me blankly when I asked about points expiration
- Food redemption options are limited - mostly pastries and sandwiches

THE FRUSTRATING:
- I like that points expire because it keeps me coming back (yeah, I know, I'm weird)
- BUT the communication about this is terrible
- No email warnings, no app notifications, nothing
- I only know about it because I asked specifically

SUGGESTIONS:
- Fix the app (seriously, this should be priority #1)
- Add redemption variety (merch, seasonal drinks, local partner items)
- Train all staff consistently on the program
- Send email alerts when points are about to expire
- Consider a tier system for regulars

Overall I'm still using the program and still coming to Basecamp, but it feels like a B- execution of an A concept. There's a great loyalty program in here trying to get out.

Happy to chat more if useful.

David O'Connor
BC-4455
