Customer retention rate
Viết bởi Peko Research Team.Cập nhật lần cuối: 23/09/2026.
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 9/2026 — 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%.
Số liệu trên trang này: các nguồn có tên được liệt kê bên dưới; con số không kèm nguồn là dữ liệu quán dùng PEKO, Việt Nam, 01/2024 – 06/2026, hoặc số ước lượng của PEKO khi được mô hình hoá. Xem các tập dữ liệu và cách gắn nhãn số liệu.
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.