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Customer retention rate
Viết bởi PEKO Team.Cập nhật lần cuối: 11/08/2026.
Customer retention rate is the percentage of customers you keep over a defined period — the inverse of churn — measuring how well your venue holds onto guests.
Xuất bản: 01/05/2026
Cập nhật tháng 8/2026 — Customer retention rate is the percentage of customers you keep over a defined period — the inverse of churn — measuring how well your venue holds onto guests. Retention rate = ((Customers at end − New customers acquired) / Customers at start) × 100.
Tóm tắt nhanh
- Định nghĩa
- Customer retention rate is the percentage of customers you keep over a defined period — the inverse of churn — measuring how well your venue holds onto guests.
- Vì sao quan trọng
- Retention rate = ((Customers at end − New customers acquired) / Customers at start) × 100. It strips out new acquisition so you measure the health of your existing base, not the noise of marketing pushes.
- Ví dụ thực tế
- Start Q1 with 1,000 active customers. Acquire 200 new in Q1. End Q1 with 950. Retention = ((950 − 200) / 1,000) × 100 = 75%.
- Liên quan đến
- Customer churn, Repeat customer rate, Win-back campaign
Retention rate = ((Customers at end − New customers acquired) / Customers at start) × 100. It strips out new acquisition so you measure the health of your existing base, not the noise of marketing pushes.
F&B benchmarks for 90-day retention: independent cafés 55–70%, full-service restaurants 50–65%, QSR 60–75%. Operators using AI-triggered win-back consistently sit 8–15 percentage points above benchmark.
Retention rate is the single most leveraged metric in F&B. A 5-point lift typically delivers 25–50% more profit because the marginal cost of a returning guest is near zero.
Ví dụ thực tế
Start Q1 with 1,000 active customers. Acquire 200 new in Q1. End Q1 with 950. Retention = ((950 − 200) / 1,000) × 100 = 75%.
Câu hỏi thường gặp
What's the difference between retention rate and repeat rate?
Retention rate measures the percentage of an existing cohort that stays active. Repeat rate measures whether a customer came back at least once. Retention is stricter and a better long-horizon health metric.
What is a good retention rate for a restaurant?
Over 90 days, anything above 65% is strong for full-service and above 70% is strong for cafés and QSR. Top-quartile operators with AI win-back land at 75–85%.
Nguồn tham khảo
Định nghĩa và số liệu trên trang này được tham chiếu từ các nguồn dưới đây:
Liên quan đến
Nội dung liên quan
Thuật ngữ
First-time visitor conversion
First-time visitor conversion is the percentage of brand-new guests who return at least once within a defined window (typically 30 days).
Thuật ngữ
Customer churn
Customer churn is the percentage of customers who stop visiting your restaurant or buying from your café over a defined period (typically 30, 60, or 90 days).
Thuật ngữ
Customer Lifetime Value (CLV)
Customer Lifetime Value (CLV) is the total revenue a customer generates for your business across their entire relationship with you, before they churn.