How is a customer retained?
When a dissatisfaction alert is triggered and you address it via message or call, the customer receives a notification with two questions:
- What did you think of this response?
📝 The quality of the response, used in calculating the customer relationship score, is based on this question. For more information, see this article:
2. Would you consider returning to our store following our response? (Possible answers: Yes or No)
If your customer responds "Yes" to this second question, they are then considered as retained! 🎉
Understanding your statistics
The "Retained Customers" page in the "Detailed Statistics" section provides comprehensive metrics on churn reduction. It offers insights into the percentage of customers who have been retained.
At the top of the page, you can see the percentage of customers retained over the last 30 days. You can adjust the selected period if needed.
This indicator is compared to the previous year to show the change (-18% in this case).
At the bottom, two important statistics are displayed: "Customer respondents" and "Retained customers":
Distribution
You can view the distribution of retained customers according to various criteria. Click on the "More..." menu to see the following options:
- Topics in the message
- NPS category
- Type of message
- Medium (collection channel)
- Customer information (customer's age, last purchase amount, customer segmentation, or others)
By clicking on the column headers, you can sort the results by:
- % Retained: The percentage of customers retained;
- Comparison to your results from last year;
- Respondents: The total number of customers who responded.
Click on See participations to display all entries associated with a specific category:
Evolution
The chart shows the trend of the percentage of retained customers over several months, comparing data from the previous year (gray line) with the current period (red line). This monthly tracking helps identify trends and variations in customer retention, providing valuable insights for adjusting strategies and improving retention rates.
Ranking
The "Ranking" section allows you to visualize the retention performance of different establishments. By using the available filters, you can analyze the data by establishments, regions, subtypes, countries, and types. This section is essential for identifying establishments that are successful in their retention efforts and those that may require additional strategies to improve their performance.
Click on See participations to display all entries associated with a specific scope.
