Know-How Exchange : Research/Metrics

hi try this google search:

https://www.google.com/search?hl=en&ie=UTF-8&as_qdr=all&q=measure+customer+...

https://www.google.com/search?hl=en&lr=&ie=UTF-8&as_qdr=all&q=measure+custo...

this one has over 150,000 sites!!

hope this helps

sorry i dont have time too find the best ones for you

Carl Crawford

A formula? Isn't "retention" the ratio of customers who come back for more to total old customers? Of course, some customers are going to leave the market, die, chase a lower price somewhere else, etc., but if you know how often a customer typically purchases in your industry/category, you can calculate retention with this formula:

R = b / t

where R is the retention rate; b is the number of customers who are reordering; and t is the total number of old customers that could/should have reordered (i.e., purchase cycle suggests they are probably back in the market).

It's not perfect, but it will give you a start. (Not perfect because the repurchase cycle is not always the same for every customer. As you amass more data, the measure should be increasingly accurate and useful.)

Satisfaction can be measured with a survey mechanism, but doing that right requires professional market research assistance and may not be worth it. If your retention rate is high, you can assume high satisfaction. If retention is low, you want to know the REASONS for dissatisfaction, not just the absolute level. (Of course, it might be useful to know about competitors' satisfaction levels, and their areas of vulnerability.)

Hope this helps. Let us know if this is what you were looking for.

For Customer Satisfaction measurement check out a white paper at https://www.marketware.biz/white_papers.htm

Working on getting the satisfaction levels up is a necessary but not sufficient requirement to improve retention.
Regards
Pat Divilly
CEO MarketWare International

I recommend visiting a website dedicated to CRM:

www.CRMguru.com

It is pretty awesome. Subscribe to their newsletter as well..it has a lot of informative articles, seminars, etc.