An example of a scorecard with some key performance indicators to measure customer loyalty and retention. For more details check out this article here: http://www.bscdesigner.com/measuring-customer-loyalty.htm
75.94%
Fundamental KPIs
71.67%
46.25
Acquisition Rate
Total number of customers acquired/Total customer base x 100
66.67%
15
Attrition Rate
Total number of customers attrited / Total number of customers x 100
65%
5.4
Retention Rate
Total number of retained customers / Total number of customers x 100
65%
94.6
Wallet Share
Budget spent on your company product/ Total budget for the product x 100
90%
70
In Depth KPI Analysis
80.22%
54.5
Customer Participation
Total number of customers participating in loyalty programs / Total number of customers x 100
92.86%
65
Customer Price Elasticity
Total number of loyal customers that purchased products with increases price/ Total number of loyal customers x 100
93.75%
75
Sales Increase due to Loyal Customers
Total sales increase due to loyal customers/ total sales increase x100
71.43%
10
Funnel Drop-Off
Total number of funnel drop-offs / Total number of customers engaged in the funnel x 100
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