Question
What is a good customer retention rate?
Answer
A good retention rate is relative to your industry. Comparing your number to your own sector, rather than a universal benchmark, is the only fair way to judge it.
| Sector | Typical retention rate |
|---|---|
| SaaS and media | Above 80% |
| Retail and hospitality | ~55-65% |
- Benchmark within your sector: a strong SaaS number would be weak for a subscription service, and vice versa.
- Track the trend: a rate moving up over time matters more than any single snapshot.
- Reinforce with touchpoints: loyalty and membership cards give repeat customers a reason to come back.
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