GITNUX MARKETDATA REPORT 2023
Must-Know Retention Kpis [Latest Report]
Highlights: The Most Important Retention Kpis
- 1. Retention Rate
- 2. Churn Rate
- 3. Repeat Purchase Rate
- 4. Customer Lifetime Value (CLV)
- 5. Average Revenue per User (ARPU)
- 6. Net Promoter Score (NPS)
- 7. Customer Satisfaction Score (CSAT)
- 8. Customer Effort Score (CES)
- 9. Reactivation Rate
- 10. Renewal Rate
- 11. Rate of Customer Referrals
Table of Contents
Retention Kpis: Our Guide
Understanding the success of your business goes beyond just acquiring new customers; it’s about how well you hold onto them. In our latest report, we delve deep into the must-know retention Key Performance Indicators (KPIs) essential for measuring and enhancing customer loyalty. Stay ahead of the curve by learning how to analyze, interpret, and apply these vital metrics to improve your business’s growth and sustainability.
The percentage of customers who continue to do business with a company over a specified period of time.
The percentage of customers who stop using a product or service during a specified time period. This is the inverse of the retention rate and indicates customer dissatisfaction.
Repeat Purchase Rate
The percentage of customers who make more than one purchase within a specified time frame. A higher repeat purchase rate indicates high customer satisfaction and loyalty.
Customer Lifetime Value
The projected revenue that a customer will generate for a business over the entire duration of their relationship.
Average Revenue Per User
The average revenue generated by each user during a specific time period. A higher ARPU can result from a combination of customer retention and increased spending.
Net Promoter Score
Customer loyalty measured by NPS (Net Promoter Score), based on likelihood to recommend, indicates satisfaction and loyalty.
Customer Satisfaction Score
The average score that customers assign to a company based on their overall satisfaction with the product or service. A higher CSAT score indicates better customer retention and satisfaction.
Customer Effort Score
Customer Effort Score (CES) measures ease of interaction with a business, lower CES = smoother experience, better retention.
Internal Promotion Rate
The reactivation rate measures the return of inactive customers within a set timeframe, indicating successful customer re- engagement.
The percentage of customers who renew their subscription or contract at the end of their term. A higher renewal rate indicates better customer satisfaction and long-term retention.
Rate Of Customer Referrals
The percentage of new customers from customer referrals reflects customer satisfaction and business growth.
Frequently Asked Questions
What are Retention KPIs and why are they important for businesses?
What are some common Retention KPIs that businesses should track?
How do you calculate Customer Retention Rate (CRR)?
How can a business improve its Retention KPIs?
How often should businesses review and analyze their Retention KPIs?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.