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Recent Logins Documentation

Menu Location: Customers > Reports > Recent Logins

Access Level: Customer Service and above

Last Updated: 2026-03-01

Overview

The Recent Logins page displays customer account login activity, showing when customers last accessed their accounts. This data helps you understand customer engagement levels, identify active vs. inactive customers, detect unusual login patterns, and measure the effectiveness of customer communication campaigns that drive account logins.

Primary Functions:

  • View customer login activity and timestamps
  • Track engagement levels across customer base
  • Identify inactive customers who haven't logged in recently
  • Monitor login patterns after email campaigns
  • Detect suspicious login activity
  • Measure customer portal adoption

Page Layout

Header Section

  • Date Range Filter - Filter by last login date
  • Login Status Filter - Recently active, inactive, never logged in
  • Export Button - Download login data for analysis
  • Search Box - Find specific customer login history

Main Content Area

Table displaying customer login activity with columns:

  • Customer Name - Link to customer detail page
  • Email Address - Customer email
  • Last Login Date - Most recent account access
  • Login Count - Total number of logins
  • Days Since Login - How long since last login
  • Customer Status - Active, Paused, Cancelled
  • Subscription Start Date - When customer first subscribed
  • Never Logged In - Yes/No indicator for customers who never accessed account
  • Actions - View customer, send login reminder

Understanding Login Activity

Login Activity Categories

Highly Active (Logged in last 7 days):

  • Engaged customers
  • Likely managing orders, updating preferences
  • Good candidates for new feature announcements
  • Lower churn risk

Active (Logged in last 30 days):

  • Regular account usage
  • Monitoring subscriptions
  • Typical engagement level
  • Moderate churn risk

Inactive (No login 31-90 days):

  • Disengaged customers
  • May be satisfied with "set it and forget it"
  • Or losing interest in service
  • Moderate to high churn risk
  • Consider re-engagement campaign

Very Inactive (No login 90+ days):

  • Highly disengaged
  • May not know account features
  • High churn risk
  • Priority for engagement campaign

Never Logged In:

  • Signed up but never accessed account
  • May not realize they have account access
  • Missing out on account features
  • Education opportunity

Filtering and Searching

Date Range Filters

Last 7 Days:

  • Recently active customers
  • Good engagement signal
  • Responsive to communications

Last 30 Days:

  • Regular account users
  • Standard engagement benchmark
  • Compare to your average

Last 90 Days:

  • Broader engagement view
  • Identify disengagement trends
  • Plan re-engagement campaigns

No Login in 90+ Days:

  • High-priority engagement targets
  • May be unaware of account features
  • Risk indicators

Never Logged In:

  • Customer education opportunity
  • May not know they have online access
  • Onboarding gap

Status Filters

Active Customers:

  • Current subscribers
  • Most relevant for engagement tracking
  • Primary focus

Paused Customers:

  • Temporarily on hold
  • Login activity may indicate return interest
  • Reactivation opportunity

Cancelled Customers:

  • Login after cancellation may signal win-back opportunity
  • Checking status or looking to return
  • Worth monitoring

Common Use Cases

Use Case 1: Identify Disengaged Active Customers

Goal: Find active subscribers who aren't using their account portal

Steps:

  1. Filter: "Active Customers" + "No Login 90+ Days"
  2. Export list
  3. Review customer tenure and order history
  4. Create "Discover Your Account" email campaign:
    • Highlight account features (skip weeks, swap items, view orders)
    • Simple login instructions
    • Benefits of using online account
    • Video tutorial or screenshot guide
  5. Send campaign
  6. Monitor login increase over next 14 days
  7. Follow up with non-responders

Success Metric: 15-25% login rate from campaign

Impact: Engaged customers are more satisfied and less likely to cancel

Use Case 2: Welcome Campaign for Never-Logged-In Customers

Goal: Get new customers to access their accounts

Steps:

  1. Filter: "Never Logged In" + "Active" + "Subscribed Last 60 Days"
  2. Export new customer list
  3. Create "Activate Your Account" email series:
    • Email 1 (Day 3): "Set Up Your Account"
    • Email 2 (Day 10): "Manage Your Subscription Online"
    • Email 3 (Day 21): "Did You Know You Can..."
  4. Include password reset link if needed
  5. Highlight key features:
    • Skip weeks for vacation
    • Swap products
    • Update delivery preferences
    • View upcoming orders
  6. Track first logins from campaign

Expected Result: 30-40% of customers log in within 30 days

Use Case 3: Post-Campaign Login Tracking

Goal: Measure if email campaign drove account engagement

Steps:

  1. Before campaign: Note total logins in last 7 days (baseline)
  2. Send email campaign encouraging account login
  3. One week after: Filter "Logged In Last 7 Days"
  4. Compare to baseline
  5. Calculate lift: (Post-campaign logins - Baseline) / Baseline
  6. Identify campaign success

Example:

  • Baseline: 200 logins/week
  • Post-campaign: 280 logins/week
  • Lift: 40% increase

Use For: Testing messaging, timing, and content effectiveness

Use Case 4: Detect Suspicious Activity

Goal: Identify unusual login patterns

Steps:

  1. Review Recent Logins daily or weekly
  2. Look for anomalies:
    • Multiple failed login attempts
    • Login from unusual location (if tracked)
    • Sudden login after long inactivity
    • Multiple accounts from same IP
  3. Investigate suspicious patterns
  4. Contact customer if needed
  5. Secure account if compromised

Note: This requires system tracking IP addresses and login attempts

Use Case 5: Measure Portal Adoption Rate

Goal: Understand what percentage of customers use online accounts

Steps:

  1. Filter: "All Active Customers"
  2. Export total active customer count
  3. Filter: "Active Customers" + "Logged In Last 90 Days"
  4. Export active user count
  5. Calculate adoption rate:
    • Adoption % = (Customers who logged in / Total customers) × 100
  6. Track adoption rate over time
  7. Compare to industry benchmarks (30-50% is typical)
  8. Create initiatives to increase adoption

Example:

  • Total active customers: 1,000
  • Logged in last 90 days: 350
  • Adoption rate: 35%

Login Engagement Strategies

Increase Login Frequency

Feature Highlights:

  • Email customers about features they may not know
  • "Did you know you can skip weeks online?"
  • Video tutorials on account management
  • Mobile app promotion (if available)

Gamification:

  • "Login and earn points" programs
  • First login bonus
  • Frequent user perks
  • Exclusive online-only deals

Account-Only Content:

  • Recipes available only when logged in
  • Account-exclusive discounts
  • Early access to products for logged-in users
  • Personalized recommendations in account

Regular Login Drivers:

  • Weekly menu preview (login to see)
  • Order cutoff reminders
  • Delivery day notifications with "view order" link
  • Account credit or balance notifications

Welcome New Customers to Portal

Day 1-3: Account Setup

  • Welcome email with login instructions
  • Password setup link
  • Quick video: "Your Account in 60 Seconds"

Day 7-10: Feature Tour

  • "How to Skip a Week"
  • "How to Swap Products"
  • "Update Your Delivery Instructions"

Day 21-30: Advanced Features

  • "Customize Your Recurring Items"
  • "View Your Order History"
  • "Refer a Friend for Credit"

Login Activity Insights

What Login Data Tells You

High Login Frequency:

  • Customers who log in weekly or more
  • Often indicate high engagement OR issues
  • Check if frequent logins correlate with support tickets
  • May be making lots of changes (good) or struggling (bad)

Moderate Login Frequency:

  • Monthly or bi-monthly logins
  • Healthy engagement level
  • "Checking in" on subscription
  • Good sign

Low/No Login Activity:

  • "Set it and forget it" customers
  • May be happy (autopilot works)
  • Or disengaged (doesn't care anymore)
  • Context matters: Check order consistency

Login Spike After Email:

  • Email campaign was effective
  • Content resonated with customers
  • Good call-to-action
  • Repeat successful tactics

Troubleshooting

Customer Says They Can't Login

Symptoms:

  • Customer reports unable to access account

Troubleshooting Steps:

  1. Verify customer has account access enabled
  2. Check email address is correct in system
  3. Send password reset link
  4. Verify email isn't in spam folder
  5. Check browser compatibility
  6. Try different device
  7. Clear browser cache/cookies

Common Issues:

  • Forgot password (send reset)
  • Using wrong email address
  • Account not activated yet
  • Email went to spam

Solution: Walk customer through reset process or manually reset

Login Data Not Updating

Symptoms:

  • Last login date seems stuck or inaccurate

Check:

  1. Verify login tracking is enabled in system
  2. Check if customer using mobile app vs. website (separate tracking)
  3. Confirm customer actually logged in (not just visited site)
  4. Review system logs for tracking errors

If Problem Persists: Contact technical administrator

High "Never Logged In" Percentage

Symptoms:

  • Large portion of customers never accessed accounts

Analysis:

  • Is onboarding email sent and delivered?
  • Are login instructions clear?
  • Is account access prominently featured?
  • Are customers aware they have account access?

Solutions:

  1. Improve welcome email clarity
  2. Add "Access Your Account" to all customer emails
  3. Include login instructions with first delivery
  4. Call new customers to explain account access
  5. Simplify login process (single sign-on, magic links)
  • Customers (customers.php) - Main customer management
  • Customer Detail (customer_info.php) - Individual login history
  • Customer Activity Log (customer-log.php) - Detailed activity including logins
  • Email Reports - Correlate emails sent with login spikes

Typical Workflow:

  1. Review Recent Logins page weekly
  2. Filter for disengaged customers
  3. Plan engagement campaigns
  4. Send login-driving communications
  5. Track login increase
  6. Follow up with non-engagers

Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

  • Customer Service: View login reports, export data
  • Manager: All customer service + campaign planning
  • Administrator: All features + login system configuration
  • Kiva Admin: All features + detailed login analytics

Best Practices

Monitoring Login Activity

  1. Review weekly - Track engagement trends
  2. Set benchmarks - Know your healthy login percentage
  3. Segment analysis - Different patterns for new vs. long-term customers
  4. Track after campaigns - Measure communication effectiveness
  5. Identify outliers - Very high or very low login frequency may indicate issues

Encouraging Logins

  1. Make it valuable - Give customers reasons to log in
  2. Make it easy - Simple, intuitive login process
  3. Educate customers - They can't use features they don't know about
  4. Regular reminders - Include login links in all emails
  5. Reward usage - Consider loyalty points for account engagement

Privacy and Security

  1. Protect login data - Sensitive customer information
  2. Don't overshare - Customer-specific login times are private
  3. Use aggregated data - Report on trends, not individuals
  4. Secure access - Require authentication to view login reports
  5. Comply with privacy laws - GDPR, CCPA where applicable

Things to Avoid

  • Spamming customers to force logins
  • Shaming customers for not logging in
  • Making critical features login-only unnecessarily
  • Tracking too granularly (privacy concerns)
  • Drawing wrong conclusions (low logins don't always mean dissatisfaction)

Quick Reference Card

Task Action/Location
View recent logins Default Recent Logins page view
Find disengaged customers Filter: "No Login 90+ Days"
Identify never-logged-in Filter: "Never Logged In"
Track post-campaign logins Filter: "Last 7 Days" after email
Export login data Click Export button
Calculate adoption rate Active logins / Total active customers
View customer login history Click customer name > Activity Log
Send login reminder Click customer > Email > Login Reminder template

FAQs

Is low login frequency a bad sign?

Not necessarily. Some customers prefer "set it and forget it" and are perfectly happy. Low logins become concerning when combined with other red flags (support tickets, order changes, pause requests).

What's a healthy login percentage for active customers?

30-50% of active customers logging in within 90 days is typical for subscription businesses. Higher is better, but quality of engagement matters more than login frequency.

Should I worry if someone logs in multiple times daily?

Could indicate high engagement or frustration with the site. Check if correlates with support tickets. Frequent login with no changes made suggests usability issues.

Can I see what customers do when logged in?

Depends on your system's activity tracking. Often you can see login timestamp but not detailed actions unless robust activity logging is enabled. Check Customer Activity Log for more detail.

Why do some customers never log in?

Common reasons: (1) Don't know they have account access, (2) Happy with autopilot, (3) Prefer phone/email support, (4) Tried but had technical issues, (5) Don't see value in portal.

How soon after signup should I expect first login?

Ideally within first week. If no login within 30 days, customer likely won't log in without intervention. Send onboarding reminders at days 3, 10, and 21.

Does mobile app usage count as "login"?

Depends on system configuration. Often tracked separately. Check if "logins" include app sessions or only website logins. Ask administrator for clarification.

Should I require customers to log in to manage subscriptions?

Balance convenience with engagement. Allowing some management via email is customer-friendly, but encourage login for full features. Don't force logins for simple tasks.

Can I track failed login attempts?

Often yes, if security logging is enabled. Check with administrator. Failed attempts can indicate forgotten passwords, phishing attempts, or account security issues.

Change Log

2026-03-01

  • Initial documentation created
  • All sections completed per template requirements
  • Included login engagement strategies
  • Added login activity insights section

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.