What is customer retention rate?
Customer retention rate is the percentage of customers who return over a given period. For a café it is usually measured monthly. It is the single most useful number for a repeat-visit venue, because acquiring a new customer costs far more than keeping one.
An example
A café with 300 regulars keeps 240 of them across a month. The retention rate is 80 percent, and the 60 lost regulars represent roughly $74,880 of annual revenue at $12 twice a week.
Related terms
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