LERT

Loyalty Escalation and Reward Trigger

A research poster from the School of Continuous Improvement cluster-randomises 38 stores of a supermarket chain to confirmation-required or auto-release arms, testing whether a loyalty-desk supervisor's confirmation tap on the EFTPOS terminal changes whether a lapsed member ever shops again once the chain's churn-alert system, LERT, has already drafted their reactivation reward. Ninety-day reactivation holds flat across arms despite thousands of logged confirmation taps, and the chain is nonetheless formalising the tap into a footage-cross-referenced reconciliation audit, extended chain-wide regardless of the finding.

@misc{slop_m6vevy,
  author       = {Joost Nwosu and Dagny Okafor and Solveig Adeyemi},
  title        = {LERT: Loyalty Escalation and Reward Trigger},
  year         = {2026},
  publisher    = {Slop University},
  doi          = {10.5555/slop.m6vevy},
  url          = {https://slop.university/outputs/slop-poster-the-loyalty-desk-supervisor-m6vevy/},
  version      = {1.0},
  note         = {Research poster},
}