Documentation Index
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Achievements are cumulative goals that customers reach by interacting with a brand in predetermined ways. They bring a gamification element to the incentive program — customers progress through levels as they accumulate counts, unlocking rewards or benefits at each milestone.
Key characteristics
- A customer cannot lose an Achievement Level — unlike Tiers, achievement progress only goes forward
- Customers can hold multiple Achievements simultaneously
- Achievements are attached to a profile for the lifetime of their relationship with the brand
- Achievements can operate independently or in conjunction with the broader incentive suite
Structure: Counts and Levels
An Achievement is made up of:
Counts — increments that go up by 1 each time a qualifying event occurs. Counts are tracked automatically via Omneo events or via the Achievements API.
Levels — thresholds defined within an Achievement. When a Count crosses a Level threshold, the customer “levels up.” Levelling up can trigger other incentives (Rewards, Benefits).
Level strategies
Brands can structure achievements in different ways:
| Strategy | Description | Example |
|---|
| On/Off | 1 Level achieved at Count 1. Binary — either earned or not. | ”First purchase made” badge |
| Linear | Level up every X counts. Infinite progression. | ”Level up every 10 purchases” |
| Non-linear | Early levels are easy; higher levels get progressively harder. | ”Level up at 1, 5, 10, 25, 50, then every 50” |
Achievement visibility
Achievements can be configured with different visibility modes:
| Mode | Description |
|---|
| Standard | Visible to the customer, including instructions for how to earn |
| Hidden | Not visible until unlocked by reaching Count 1 or more |
| Mystery | Visible as earnable with an optional hint, but not revealed until unlocked |
| System | Never shown to customers — used for internal logic or reporting |
Achievements vs Tiers
| Tiers | Achievements |
|---|
| Progress direction | Can go up or down | Only goes up |
| Count per customer | One tier at a time | Multiple simultaneously |
| Reset mechanism | Annual anniversary review | Lifetime accumulation |
| Primary use | High-value customer status | Gamified engagement milestones |
When to use Achievements
Achievements are most effective when:
- You want to reward engagement beyond spending (profile completion, referrals, event attendance)
- Your tier program is getting overly complex — Achievements can handle non-financial milestones separately
- You want to create a sense of discovery and progress for customers
Displaying achievements
Achievements can be shown in CX Manager, Clienteling, Profile Portal, and via the Omneo SDK for embedded experiences.
