The Retained Customers Metric

Now that you've collected customer feedback, you may find action items on your task pad(s). These action items consist of detractor customers and those customers who have decreased loyalty. Decreased loyalty refers to those who have moved from one loyalty category (promoter, passive, detractor) to a lower one.

We recommend taking the time to follow up with these customers as often as possible. Here's why. You can also find a guide on how to use the task pad here. This is a vital activity when it comes to collecting customer feedback but it does take time and effort. To help you gauge the success of your action item follow-ups, users at a reporting dashboard level have access to a metric called "Retained Customers."

You can see this metric on the home page of reporting dashboards:

You can also find more detailed information about this metric by clicking on the link or by navigating to Reports>Return On Investment>Retained Customers in the menu.

Who are Retained Customers?

Retained customers are customers who were at risk but, after a subsequent survey, are no longer at risk. These customers were on the task pad but have since increased their loyalty category. A customer cannot be considered retained unless they were previously at risk. In other words, a first-time survey taker who provides a passive response would not end up on the task pad and would then not be considered retained if they then became a promoter after another survey. For a guide on how to send a follow-up feedback request, visit this page.

Only currently retained customers are displayed so the date filter is not present in this report. There is no official field or status on the individual customer pages regarding a retained status. This is something that is computed in the application on the fly. The system looks at the most recent survey and compares it to the surveys before it. Here are some example scenarios:

Customer A - N/A
Jan ’21 - 10/10 survey response

Customer B - At Risk
Jan ’21 - 0/10

Customer C - Retained
Jan ’21 - 0/10
Feb ’21 - 10/10

Customer D - At Risk (No Longer Retained)
Jan ’21 - 0/10
Feb ’21 - 10/10
March ’21 - 0/10

Customer E - Retained
Jan ’21 - 0/10
Feb ’21 - 10/10
March ’21 - 10/10