Become a Member
Guides and Reports
Show All »
Metrics & ROI
Search Engine Marketing
More Marketing Topics »
MarketingProfs Enterprise Solutions
See All »
Schedule of Events
Virtual Conference Series
Products and Services
Post a Question
Quick Start Guide
Find and Post Jobs
Real-World Education for Modern Marketers
Join Over 600,000 Marketing Professionals
Ask your question ... sign up today! It's FREE!
Just for Fun
Search more Know-How Exchange Q&A from Marketing Experts
This question has been answered, and points have been awarded.
How To Measure Customer Retention?
Posted by Anonymous on
9/12/2004 at 4:05 AM ET
I want to know a formula how to measure the retention of customers, as well as their satisfaction
9/12/2004 at 4:22 AM
hi try this google search:
this one has over 150,000 sites!!
hope this helps
sorry i dont have time too find the best ones for you
9/12/2004 at 5:52 PM
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.
9/13/2004 at 7:17 AM
For Customer Satisfaction measurement check out a white paper at
Working on getting the satisfaction levels up is a necessary but not sufficient requirement to improve retention.
CEO MarketWare International
9/13/2004 at 5:56 PM
I recommend visiting a website dedicated to CRM:
It is pretty awesome. Subscribe to their newsletter as well..it has a lot of informative articles, seminars, etc.
9/21/2004 at 8:39 AM
You should look at your Lifetime Customer Value (LCV) per segment of your customers. You can calculate this on a yearly basis and also estimate average timescales your customers stay with you. You need to know your cost per trier,% conversion from trial to regular purchaser, annual profit value per regular purchaser and likely loyalty time period.
Knowing your LCV will show you how much you can spend on customer retention and also how much you can spend on gaining new ones.
Another important measure is Share of Customer. This measure the level of committment from your customer. Share of customer is the brand's market share of individual customer. This also gives you opportunities to increase revenue from existing customers.
Various studies have shown that if you increase retention by just 5% it can increase operating profits by 50%.(F. Reichheld - The Loyalty Effect, Harvard Business School Press 1996)
Hope this helps expands your thinking.
9/28/2004 at 9:56 PM
Hello all. I am closing this question. This is standard procedure when the question author gets busy and falls out of the conversation for a while – or doesn’t understand the procedure for closing.
Thanks for participating!
BACK TO TOP
Post a Comment
Six Essentials for Good Storytelling—and Great Content ...
by Jennifer Smoldt
2Q16 Email Deliverability Benchmarks
by Ayaz Nanji
The (Marketing) Maven
by Tom Bentley
Six Email Habits That Are Alienating Your Customers
by Tink Taylor
Five Simple but Often Overlooked Ways to Boost Your Email ...
by Meera Kothand
See more marketing articles »
MarketingProfs uses single
sign-on with Facebook, Twitter, Google and others to make subscribing and signing in easier for you. That's it, and nothing more! Rest assured that
provide your social data to 3rd parties
contact friends on your network
post messages on your behalf
interact with your social accounts
Your data is secure with