10 Questions to Ask a Potential Loyalty Card Vendor

“I have a few reward cards that I use a lot; others, not so much.”

I’m sure this sentiment rings true for many consumers –everyone has a few loyalty cards in their wallet that get used more than others.  And if you are a loyalty marketer, you plan and hope that your card is one of the lucky ones!  Most loyalty programs begin (and end) with the card. This little jewel represents your brand, can help modify behavior and can make consumers feel emotionally attached to your company.  But your loyalty card is much more than just a piece of plastic tucked away in a shopper’s wallet. It is your customer’s sensitive information, their shopping habits, a window to their soul…okay, maybe not their soul, but it contains some very important info that can shape your next campaign, increase sales and improve loyalty. So when you are shopping for a vendor to produce your loyalty cards, there is much to consider, especially if you need to protect sensitive data and ensure on-time delivery.

Here are 10 questions that you need to ask your card fulfillment vendor:

1. How do you protect data in transmission?

In order to ensure information integrity, your vendor should provide a seamless, documented transfer process so that the data remains “untouched” as it enters the facility and is processed for production.  Data automation handling takes the human error element out of your worries.

2. Do you provide timely reporting?

Inventory, order status and billing reports help to keep your card program running like a well-oiled machine.

3. Can you encrypt our sensitive customer data in order to prevent theft? 

Data security is on the top of everyone’s minds these days.  A good card vendor will protect your data as if it was their own.  Full point-to-point encryption/decryption is a must, along with the secure handling of key information, multiple firewalls and a properly configured SMTP.

4. Do you have multiple production facilities as a backup?

The apocalypse could really put a damper on the production of your cards, so your vendor should have multiple production floors in case of such emergency.  Make sure your vendor can back up your data and make it available for processing at a secondary location if the need should arise.

5. Do you provide mailing services?  And if so, what types of postal discounts do you provide?

Not all vendors provide mailing services, so one cannot assume this is part of the deal.  You’ll also want to know what types of bulk mail discounts are provided and if there are minimums to receive discounted rates.

6. Do you have a multi-layered quality assurance program? 

If you want your cards done right the first time, your vendor should have a reliable quality assurance system in place.  Electronic- or camera-verification at multiple points during the production process are essential to ensure accuracy and on-time delivery.

 7. What is your capacity for large re-issue orders?

You need 800,000 cards in one month, but your vendor is booked.  Now what?  Find out ahead of time if your vendor has the production capacity to handle large jobs, whether or not they have seasonal highs and lows and if your job(s) will be a priority (see, Question 8).

8. Are we one of your most important customers?

Are you a little fish in a big pond or a big fish in a little pond?  Your program should be a priority, especially if it is complex.  If your company (or card program) is small, you may want to align yourself with a vendor that works with similar sized companies and is able to provide you the guidance and hands-on service that you require.

9. Do you have a green initiative that is supported company-wide?

Do you want to contribute to the overall health of our planet? Not all vendors implement environmental programs.  Ask about recycling, plant efficiencies and social responsibility.

10. Are you giving us the best price possible?

Who doesn’t want a great deal, but good quality comes at a price.  Avoid inferior-quality products by selecting a vendor that offers reasonably priced, superior quality products.  A little more up front will save you more money in the end since re-prints can be costly.

Selecting a loyalty card vendor can be overwhelming, but if you begin to ask the questions that are most important to you and your company, you’ll easily uncover the best vendor for your needs.