Section 01
Purpose
This framework defines how Partner Plus measures, monitors and reviews the performance of its programs and its own business. It covers core KPIs across two performance dimensions, the reporting cadence, dashboard standards and the structured monthly review process.
What This Framework Delivers
- Financial discipline — visibility over awarded dollars, redeemed dollars and unspent liability at all times.
- Engagement intelligence — understanding of how actively members are using their programs, and where activation is falling short.
- Timely intervention — monthly cadence ensures underperformance is caught early and acted on before it compounds.
- Portfolio-level oversight — aggregate views across all programs to assess overall Partner Plus business health.
Section 02
Core Metrics
Metrics are organised across the two performance dimensions. Both are tracked monthly with month-on-month trend analysis. All definitions are standardised across programs to ensure comparability.
Dimension A — Financial & Program Performance
Portfolio-Level Metrics
Total UsersPortfolio
Total OrganisationsPortfolio
Total Dollars AwardedPortfolio
Total Dollars RedeemedPortfolio
Total Dollars Unspent — Liability PositionPortfolio
Month-on-Month (MoM) Movement
Dollars Awarded (MoM)MoM
Dollars Redeemed (MoM)MoM
Unspent Dollars — MoM ChangeMoM
Distribution of Dollars Across Users (concentration, average per user)MoM
Program scale & growth
Redemption velocity
Liability exposure
Funding utilisation efficiency
Equity of distribution across participants
Dimension B — Engagement & Behavioural Metrics
User Behaviour — Tracked Monthly (MoM)
Number of Users Awarded DollarsEngagement
Number of Users Redeeming DollarsEngagement
Active Users on the Partner PortalEngagement
Total Site SessionsEngagement
Activation rate (awarded vs. redeeming)
Conversion from allocation to redemption
Platform engagement depth
Ongoing user interaction
Section 03
Reporting Cadence
Partner Plus operates two reporting layers — live dashboards for real-time visibility and formal monthly reviews for structured performance assessment. Both are required. Neither replaces the other.
Live Dashboards
- Real-time or near real-time data visibility
- Accessible to all internal stakeholders
- Program-level and aggregate portfolio views
- Always-on — not tied to a review cycle
Monthly Reviews
- Formal review of all KPIs against prior month
- Month-on-month trend analysis
- Identification of anomalies or performance gaps
- Cross-program comparison where relevant
Why Monthly Cadence Matters
- Early identification of underperforming programs before issues compound.
- Active monitoring of liability accumulation — unspent dollars represent real financial exposure.
- Timely optimisation interventions — communications, nudges, engagement campaigns — while the window is still open.
Section 04
Dashboard Standards
All Partner Plus dashboards must meet the following standards. Consistency across programs is not optional — standardised definitions and presentation are what make cross-program comparison meaningful.
01
Consistency Across Programs
- Standardised definitions applied uniformly — e.g. "active user" and "redeemed dollars" mean the same thing across every program
- Uniform visual presentation of all core metrics
- Comparable MoM reporting structure — same format, same fields, every month
02
Clarity & Actionability
- Clear visual separation of financial metrics vs engagement metrics
- Trend lines for all MoM tracking — direction of movement must be immediately visible
- Material movements and exceptions highlighted automatically — not buried in data
03
Program-Level & Aggregate Views
- Individual program dashboards for granular program-level visibility
- Portfolio roll-up dashboards for overall Partner Plus business view
- Drill-down capability where system allows — from portfolio to program to user segment
Section 05
Monthly Review Process
The monthly review follows a structured four-step process. Each step has a clear purpose and must be completed in sequence. The review culminates in a documented action plan — not just an observation of results.
1
Data Validation
- Verify dashboard accuracy before the review begins
- Confirm program-level data integrity — flag and investigate any anomalies before presenting to stakeholders
2
Performance Assessment
- Compare all KPIs against the prior month and where available, prior year same period
- Identify shifts in redemption behaviour — acceleration, deceleration or stagnation
- Monitor unspent dollar growth — flag where liability is increasing without a corresponding increase in redemption
3
Risk & Opportunity Identification
- Identify risks and opportunities emerging from the data
Rising unspent balances — liability building without redemption conversion
Low redemption conversion — awarded dollars not translating to activity
Declining portal engagement — users disengaging from the platform
Uneven distribution patterns — concentration risk or equity concerns across participants
4
Action Planning
- Program-level interventions — targeted communications, engagement nudges, UX or process improvements
- Partner discussions where program performance requires client-level conversation
- Adjustments to allocation or engagement strategy where trends indicate structural issues
- Every review must conclude with a documented action plan — assigned owner, action and timeline
Section 06
Overall Portfolio Performance Lens
At a portfolio level, Partner Plus assesses its own business health against the following five indicators. These sit above program-level metrics and reflect the overall commercial performance and strategic direction of the business.
Growth in Users & Organisations
Total users and total organisations across the portfolio — is the business growing?
Awarded-to-Redeemed Conversion
Efficient conversion of awarded dollars into redeemed dollars — the core commercial health indicator.
Unspent Liability Management
Active management of the unspent balance — liability must be tracked, understood and mitigated.
User Engagement Metrics
Sustained or improving engagement scores across active users — programs must stay alive in members' minds.
MoM Trend Stability
Stability or improvement in month-on-month trends across all programs — volatility is a warning sign.
Program Activation Rate
Ratio of users awarded dollars vs users actually redeeming — the gap is where value is being left on the table.
The Purpose of This Framework
- Ensures Partner Plus maintains financial discipline and high program activation simultaneously.
- Supports sustainable program performance — not just short-term activity spikes.
- Drives long-term partner value by keeping programs commercially viable and deeply engaged over time.