{"id":62758,"date":"2019-03-12T20:49:11","date_gmt":"2019-03-13T03:49:11","guid":{"rendered":"https:\/\/www.bruceclay.com\/au\/\/?page_id=62758"},"modified":"2024-01-05T14:02:04","modified_gmt":"2024-01-05T03:02:04","slug":"retention","status":"publish","type":"page","link":"https:\/\/www.bruceclay.com\/au\/analytics\/retention\/","title":{"rendered":"Measuring Retention"},"content":{"rendered":"<hr \/>\n<p>Customer retention is important to websites for various reasons. For<br \/>\ninstance, research shows that keeping existing customers costs less than<br \/>\nattracting new customers. Studies have shown that the cost for<br \/>\nacquisition on a per-customer basis may be 5 to 10 times that of<br \/>\ncustomer retention. Research also says there is a 5 to 20 percent chance<br \/>\nof converting a prospect to first-time customer status, and a 20 to 40<br \/>\npercent chance of reacquiring a lost customer. So customer retention is<br \/>\nkey.<\/p>\n<p>The metrics and ratios below can help tell you how you rate at customer retention.<\/p>\n<ul>\n<li>Number of returning visitors<\/li>\n<li>Average frequency of returning visitors<\/li>\n<li>Ratio of returning visitors to all visitors<\/li>\n<li>Frequency of visit<\/li>\n<li>Recency of visit<\/li>\n<li>Activity of retained visitors<\/li>\n<li>Views of key pages and contents<\/li>\n<li>Retained visitor conversion rate<\/li>\n<li>Customer retention rate<\/li>\n<li>Average frequency of return for retained visitors<\/li>\n<\/ul>\n<p>While some business models do not expect customers to make a second<br \/>\npurchase right away (e.g., auto, housing, travel), very few websites are<br \/>\ndesigned for a single visit without return. The KPIs listed below are<br \/>\nthose that should be tracked regardless of business model or industry.<\/p>\n<ul>\n<li>The ratio of daily to monthly returning visitors &#8212; quick measure of the average frequency of return for all visitors.<\/li>\n<li>Percent of returning visitors &#8212; align new\/returning visitor mix with new\/retention marketing spend.<\/li>\n<li>Loyalty measurements for groups of returning visitors &#8212; monitor big changes in visitor loyalty.<\/li>\n<li>Retained visitor conversion rate \u2013 determine website or campaign success.<\/li>\n<li>Customer retention rate \u2013 determine website success.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Customer retention is important to websites for various reasons. For instance, research shows that keeping existing customers costs less than attracting new customers. Studies have shown that the cost for acquisition on a per-customer basis may be 5 to 10 times that of customer retention. Research also says there is a 5 to 20 percent [&hellip;]<\/p>\n","protected":false},"author":101022,"featured_media":0,"parent":62564,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"tags":[],"class_list":["post-62758","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<title>Measuring Customer Retention Through Website Analytics | Bruce Clay Australia<\/title>\n<meta name=\"description\" content=\"Studies have shown that the cost for acquisition on a per-customer basis may be 5 to 10 times that of customer retention. 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