HR management

Customer loyalty KPI

1. Total customer lost

• The total number of customers do not buy your goods again.
• Number of customers includes: the number of first customers and customer loyalty removed.

2. The rate of lost customers lost after purchasing first time

• With total customer purchase first time removed / total customer purchases first time.
• This rate is low that may be due to some causes: your product is not suitable, good product but not good advertising.

3. The rate of customer loyalty loss:

• With total customer loyalty lost / total customers loyal available.
• This is one of the most serious ratio that you need to note: the causes may include products and services more expensive, new better products with competitive prices appeared.

4. The life cycles of a customer

• Formula: a total relationship with customers / total client relationship.

5. The rate of customers back

• The rate of customer purchase up 2 / total customers.
• This rate is high that will let you know your products are attractive to customers.

6. The rate of new customer:

• The number of new customers you gain in a time
• The high rate prove that: either you’re expanding a business or you are lost customer loyalty.

Related documents

• Sales KPI
• Sample KPI (all KPI for marketing, sales, HR, manufactoring …)
• KPI ebooks (download free and ref all ebooks related to KPI application).

Author: Davi Ngo, hrvinet.com