{"id":95487,"date":"2025-02-13T16:31:05","date_gmt":"2025-02-13T11:01:05","guid":{"rendered":"https:\/\/vwo.com\/blog\/?p=95487"},"modified":"2025-04-30T16:39:36","modified_gmt":"2025-04-30T11:09:36","slug":"customer-retention-statistics","status":"publish","type":"post","link":"https:\/\/vwo.com\/blog\/customer-retention-statistics\/","title":{"rendered":"30+ Essential Customer Retention Statistics: In-Depth Analysis"},"content":{"rendered":"\n<p>Winning a new customer is exciting, but keeping them coming back is what truly drives business growth.&nbsp;<\/p>\n\n\n\n<p>That\u2019s because loyal customers don\u2019t just stick around &#8211; they buy more, engage more, and can eventually become advocates for your brand.&nbsp;&nbsp;<\/p>\n\n\n\n<p>In this blog, we\u2019ll explore key customer retention statistics to help you understand user expectations, reduce churn, and build long-term loyalty.<\/p>\n\n\n\n<p>These insights will highlight industry benchmarks and common retention challenges, so you can identify proven strategies to boost engagement and satisfaction.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"700\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Feature-image-30-Essential-Customer-Retention-Statistics_-In-Depth-Analysis.jpg\" alt=\"Customer Retention Stats\" class=\"wp-image-95517\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Feature-image-30-Essential-Customer-Retention-Statistics_-In-Depth-Analysis.jpg 1200w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Feature-image-30-Essential-Customer-Retention-Statistics_-In-Depth-Analysis.jpg?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Feature-image-30-Essential-Customer-Retention-Statistics_-In-Depth-Analysis.jpg?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Feature-image-30-Essential-Customer-Retention-Statistics_-In-Depth-Analysis.jpg?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Feature-image-30-Essential-Customer-Retention-Statistics_-In-Depth-Analysis.jpg?tr=w-375 375w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div>\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"5 general customer retention statistics\" id=\"5-general-customer-retention-statistics\" data-menu-id=\"5-general-customer-retention-statistics\" style=\"text-align:left\"><strong>5 general customer retention statistics<\/strong><\/h2>\n\n\n<h5 class=\"wp-block-heading\"><strong>1. On average, existing customers spend 67% more than new customers<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.bia.com\/press-releases\/small-business-owners-shift-investment-from-customer-acquisition-to-customer-engagement-new-report-by-manta-and-biakelsey\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>BIA Advisory<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>2. More than 70% of Millennials are loyal to their preferred brands while the number drops to 66% for Gen Z<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/emarsys.com\/learn\/white-papers\/customer-loyalty-index-2024-global\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Customer Loyalty Index 2024, SAP Emarsys<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>3. A 5% increase in customer retention can result in a 25% uplift in profit<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/media.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Bain &amp; Company<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>4. Loyal customers are 70% more likely to make repeat purchases<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/business.adobe.com\/blog\/perspectives\/how-to-use-customer-education-to-accelerate-customer-time-to-value\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Adobe<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>5. Around 23% of average customer churn is caused by a poor onboarding experience<\/strong><\/h5>\n\n\n\n<p><em>Source: <a href=\"https:\/\/www.retently.com\/blog\/three-leading-causes-churn\/\" target=\"_blank\" rel=\"noreferrer noopener\">Retently<\/a><\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"3083\" height=\"1183\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png\" alt=\"Leading causes of churn\" class=\"wp-image-95522\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png 3083w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png?tr=w-1600 1600w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png?tr=w-1366 1366w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/3causes_of_churn-01.png?tr=w-375 375w\" sizes=\"(max-width: 3083px) 100vw, 3083px\" \/><figcaption class=\"wp-element-caption\">Image source: <a href=\"https:\/\/www.retently.com\/blog\/three-leading-causes-churn\/\" target=\"_blank\" rel=\"noreferrer noopener\">Retently<\/a><\/figcaption><\/figure>\n<\/div>\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"5 statistics on the impact of customer retention on profits\" id=\"5-statistics-on-the-impact-of-customer-retention-on-profits\" data-menu-id=\"5-statistics-on-the-impact-of-customer-retention-on-profits\" style=\"text-align:left\"><strong>5 statistics on the impact of customer retention on profits<\/strong><\/h2>\n\n\n<h5 class=\"wp-block-heading\"><strong>6. Your top 10% of customers spend 2 times more per order than the other 90%<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"http:\/\/smile.io\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Smile.io<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>7. For 61% of small businesses, repeat customers account for more than half of their annual revenue<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.bia.com\/press-releases\/small-business-owners-shift-investment-from-customer-acquisition-to-customer-engagement-new-report-by-manta-and-biakelsey\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>BIA Advisory<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>8. In the beauty and cosmetics industry, customers spend 30% more per order after shopping with a brand for six months and 45% more after 36 months<\/strong><\/h5>\n\n\n\n<p><em>Source: <a href=\"https:\/\/blog.smile.io\/repeat-customers-profitable\/\" target=\"_blank\" rel=\"noreferrer noopener\">Smile.io<\/a><\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2240\" height=\"1260\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png\" alt=\"AOV Growth By Industry\" class=\"wp-image-95526\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png 2240w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png?tr=w-1600 1600w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png?tr=w-1366 1366w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/AOV-Growth-By-Industry-Over-Time.png?tr=w-375 375w\" sizes=\"(max-width: 2240px) 100vw, 2240px\" \/><figcaption class=\"wp-element-caption\">Image source: <a href=\"https:\/\/blog.smile.io\/repeat-customers-profitable\/\" target=\"_blank\" rel=\"noreferrer noopener\">Smile.io<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<h5 class=\"wp-block-heading\"><strong>9. Repeat customers spend three times more than one-time shoppers<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.businessdasher.com\/customer-retention-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>BusinessDasher<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>10. Acquiring a new customer can cost 5 to 25 times more than retaining an existing customer<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Harvard Business Review<\/em><\/a><\/p>\n\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"5 customer loyalty program statistics\" id=\"5-customer-loyalty-program-statistics\" data-menu-id=\"5-customer-loyalty-program-statistics\" style=\"text-align:left\"><strong>5 customer loyalty program statistics<\/strong><\/h2>\n\n\n<h5 class=\"wp-block-heading\"><strong>11. The usage of loyalty programs by customers increased by 28% in 2024.<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/emarsys.com\/learn\/white-papers\/customer-loyalty-index-2024-global\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Customer Loyalty Index 2024, SAP Emarsys<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>12. Being part of a loyalty program influenced 83% of customers to make repeat purchases from a brand&nbsp;<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.yotpo.com\/the-state-of-brand-loyalty-2022\/loyal-shoppers-go-the-extra-mile\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Yotpo<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>13. Around 73% of customers say they adjust their spending to get additional benefits from a loyalty program.<\/strong>&nbsp;&nbsp;<\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/info.bondbrandloyalty.com\/2024-executive-summary\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Bond<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>14. 33% of customers mention special discounts and free products as the top benefits that motivate them to join a loyalty program<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.pymnts.com\/study\/relationship-commerce-brand-engagement-subscriptions-memberships-loyalty-programs\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>PYMNTS<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>15. 72% of customers feel that loyalty programs are a part of their relationship with brands<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/info.bondbrandloyalty.com\/pathways-to-growth-guide\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Bondbl<\/em><\/a><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"651\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Lesson-4.png\" alt=\"What will loyal customers do for their brands? \" class=\"wp-image-95532\" style=\"width:800px;height:auto\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Lesson-4.png 800w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Lesson-4.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Lesson-4.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Lesson-4.png?tr=w-375 375w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><figcaption class=\"wp-element-caption\">Image source: <a href=\"https:\/\/www.yotpo.com\/the-state-of-brand-loyalty-2022\/loyal-shoppers-go-the-extra-mile\/\" target=\"_blank\" rel=\"noreferrer noopener\">Yotpo<\/a><\/figcaption><\/figure>\n<\/div>\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"7 statistics on customer retention trends and behaviors\" id=\"7-statistics-on-customer-retention-trends-and-behaviors\" data-menu-id=\"7-statistics-on-customer-retention-trends-and-behaviors\" style=\"text-align:left\"><strong>7 statistics on customer retention trends and behaviors<\/strong><\/h2>\n\n\n<h5 class=\"wp-block-heading\"><strong>16. 52% of customers say they would go out of their way to buy from their favorite brands<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.zendesk.com\/in\/blog\/zendesk-customer-experience-trends-report-2020\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Zendesk<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>17. Around 44% of customers expect brands to offer personalized rewards based on their purchase history<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.g2.com\/articles\/customer-retention-statistics\" target=\"_blank\" rel=\"noreferrer noopener\"><em>G2<\/em><\/a><strong>&nbsp;<\/strong><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>18. 62% of eCommerce customers won\u2019t buy from a brand that does not offer free returns<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/owp.klarna.com\/legacy\/assets\/sites\/3\/2019\/11\/14080024\/6310-KLA-Re-thinking-Returns_DD1-28.02.191.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Klarna<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>19. 31% of global consumers switched brands because they felt that the company was lying about product performance<\/strong><\/h5>\n\n\n\n<p><em>Source: <a href=\"https:\/\/today.yougov.com\/technology\/articles\/37498-how-do-data-leaks-affect-customer-loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">YouGov<\/a><\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1316\" height=\"1136\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-04-at-11.52.48\u202fPM.png\" alt=\"Top reasons why customers change brands\" class=\"wp-image-95538\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-04-at-11.52.48\u202fPM.png 1316w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-04-at-11.52.48\u202fPM.png?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-04-at-11.52.48\u202fPM.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-04-at-11.52.48\u202fPM.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-04-at-11.52.48\u202fPM.png?tr=w-375 375w\" sizes=\"(max-width: 1316px) 100vw, 1316px\" \/><figcaption class=\"wp-element-caption\">Image source: <a href=\"https:\/\/today.yougov.com\/technology\/articles\/37498-how-do-data-leaks-affect-customer-loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">YouGov<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<h5 class=\"wp-block-heading\"><strong>20. Nearly 59% of customers feel that brands have lost touch with the human element of customer experience<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noreferrer noopener\"><em>PwC<\/em><\/a><strong><em>&nbsp;<\/em><\/strong><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>21. 56% of customers say never complain about a negative experience. Instead, they choose to quietly switch to a competitor<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.coveo.com\/en\/resources\/reports\/customer-service-relevance-report-2023\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Coveo<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>22. 70% of customers leave a company because they believe the company does not care about them<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.superoffice.com\/blog\/customer-complaints-good-for-business\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>SuperOffice<\/em><\/a><\/p>\n\n\n\n<div class=\"wp-block-vwo-gutenberg-vwo-protip\"><div id=\"vwo-gutenberg\"><div class=\"vwo-protip-section\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/2024\/05\/icon-bulb.svg\" width=\"36\" height=\"42\" \/><div><strong class=\"vwo-protip-heading\">Pro Tip!<\/strong><p class=\"vwo-protip-content\">VWO&#8217;s Insights Dashboard instantly surfaces pages and segments where users experience low customer satisfaction. Analyze the corresponding heatmaps and session recordings of these pages to identify areas that need immediate attention and gauge the impact of any new updates or changes on your website.<\/p><\/div><\/div><\/div><\/div>\n\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"5 statistics on channels used for customer retention\" id=\"5-statistics-on-channels-used-for-customer-retention\" data-menu-id=\"5-statistics-on-channels-used-for-customer-retention\" style=\"text-align:left\"><strong>5 statistics on channels used for customer retention<\/strong><\/h2>\n\n\n<h5 class=\"wp-block-heading\"><strong>23. 80% of small businesses use email as the primary channel for retention<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.demandsage.com\/email-marketing-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>DemandSage<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>24. 63% of marketers use social media for customer retention while 42% of them rely on SEO<\/strong><\/h5>\n\n\n\n<p><em>Source: <a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates#consumer-customer-retention\" target=\"_blank\" rel=\"noreferrer noopener\">Exploding Topics<\/a><\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"912\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/social-apps-user-retention.png\" alt=\"Social Apps User Retention\" class=\"wp-image-95543\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/social-apps-user-retention.png 1200w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/social-apps-user-retention.png?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/social-apps-user-retention.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/social-apps-user-retention.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/social-apps-user-retention.png?tr=w-375 375w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><figcaption class=\"wp-element-caption\">Image source: <a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates#consumer-customer-retention\" target=\"_blank\" rel=\"noreferrer noopener\">Exploding Topics<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<h5 class=\"wp-block-heading\"><strong>25. Customers tend to spend around 20-40% more with brands that respond to requests or queries on social media<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/social-media-as-a-service-differentiator-how-to-win\" target=\"_blank\" rel=\"noreferrer noopener\"><em>McKinsey &amp; Company<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>26. 49% of marketers use digital advertising to drive customer retention<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Exploding Topics<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>27. Companies with effective omnichannel engagement strategies retain around 89% of their customers, whereas those with weak strategies see only 33% retention<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2018\/06\/15\/omnichannel-cx-how-to-overcome-technologys-artificial-divide-and-succeed-at-being-seamless\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Forbes<\/em><\/a><\/p>\n\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"5 churn rate statistics\" id=\"5-churn-rate-statistics\" data-menu-id=\"5-churn-rate-statistics\" style=\"text-align:left\"><strong>5 churn rate statistics<\/strong><\/h2>\n\n\n<h5 class=\"wp-block-heading\"><strong>28. Businesses in the US lose around $35.3 billion per year due to consumers switching to competitors<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/pages.callminer.com\/US-CallMiner-Churn-Index-2020.html\" target=\"_blank\" rel=\"noreferrer noopener\"><em>CallMiner Churn Index 2020<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>29. The finance\/credit industry in the US has a 25% churn rate, the highest among all sectors&nbsp;&nbsp;&nbsp;&nbsp;<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.statista.com\/statistics\/816735\/customer-churn-rate-by-industry-us\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Statista<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>30. Digital Media and Entertainment industries have an average churn rate of 6.5%, while the Software industry has a churn rate of 3.5%<\/strong><\/h5>\n\n\n\n<p><em>Source: <a href=\"https:\/\/recurly.com\/research\/churn-rate-benchmarks\/\" target=\"_blank\" rel=\"noreferrer noopener\">Recurly<\/a><\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1696\" height=\"1038\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png\" alt=\"Business churn rate by industry\" class=\"wp-image-95550\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png 1696w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png?tr=w-1600 1600w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png?tr=w-1366 1366w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Screenshot-2025-02-10-at-1.16.34\u202fPM.png?tr=w-375 375w\" sizes=\"(max-width: 1696px) 100vw, 1696px\" \/><figcaption class=\"wp-element-caption\">Business churn rate by industry. Image source: <a href=\"https:\/\/recurly.com\/research\/churn-rate-benchmarks\/\" target=\"_blank\" rel=\"noreferrer noopener\">Recurly<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<h5 class=\"wp-block-heading\"><strong>31. Around 67% of customer churn can be prevented if the issue or pain point is resolved at the first point of engagement<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772\" target=\"_blank\" rel=\"noreferrer noopener\"><em>HuffPost<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>32. Poor customer service is the reason for around 14% of average customer churn.<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/www.retently.com\/blog\/three-leading-causes-churn\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Retently<\/em><\/a><\/p>\n\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"Customer retention rates by industry\" id=\"customer-retention-rates-by-industry\" data-menu-id=\"customer-retention-rates-by-industry\" style=\"text-align:left\"><strong>Customer retention rates by industry<\/strong><\/h2>\n\n\n<h5 class=\"wp-block-heading\"><strong>33. The average customer retention rate across all industries is 75%<\/strong><\/h5>\n\n\n\n<p><em>Source: <a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates\" target=\"_blank\" rel=\"noreferrer noopener\">Exploding Topics<\/a><\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"912\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/customer-retention-by-industry.png\" alt=\"Customer retention rates by industry\" class=\"wp-image-95554\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/customer-retention-by-industry.png 1200w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/customer-retention-by-industry.png?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/customer-retention-by-industry.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/customer-retention-by-industry.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/customer-retention-by-industry.png?tr=w-375 375w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><figcaption class=\"wp-element-caption\">Image source: <a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates\" target=\"_blank\" rel=\"noreferrer noopener\">Exploding Topics<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<h5 class=\"wp-block-heading\"><strong>34. Media and professional services industries have the joint-highest customer retention rate of 84%<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Exploding Topics<\/em><\/a><strong>&nbsp;<\/strong><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>35. Hospitality, travel, and restaurant industries have an average customer retention rate of 55%, one of the lowest among all industries<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Exploding Topics<\/em><\/a><\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>36. The IT &amp; Software industry has a retention rate of 77%, while the retail industry has a retention rate of 63%<\/strong><\/h5>\n\n\n\n<p><em>Source: <\/em><a href=\"https:\/\/explodingtopics.com\/blog\/customer-retention-rates\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Exploding Topics<\/em><\/a><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1400\" height=\"1360\" src=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Quote-2.png\" alt=\"Shanelle Mullin - Quote\" class=\"wp-image-95566\" srcset=\"https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Quote-2.png 1400w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Quote-2.png?tr=w-1366 1366w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Quote-2.png?tr=w-1024 1024w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Quote-2.png?tr=w-768 768w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Quote-2.png?tr=w-640 640w, https:\/\/static.wingify.com\/gcp\/uploads\/sites\/3\/2025\/02\/Quote-2.png?tr=w-375 375w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" \/><\/figure>\n<\/div>\n\n<h2 class=\"js-cro-guide-subheading gtm_heading \" data-level=\"level1\" data-menu=\"\" id=\"\" data-menu-id=\"\" style=\"text-align:left\"><strong>Final thoughts<\/strong><\/h2>\n\n\n<p>Understanding customer retention is just the first step, taking action based on real user behavior is what drives long-term success.&nbsp;<\/p>\n\n\n\n<p>With VWO, you can use heatmaps and session recordings to analyze user journeys and watch exactly how they interact with your platform.<\/p>\n\n\n\n<p>Moreover, you can use on-page surveys to gather actual feedback from users to understand more about their expectations, pain points, and challenges.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How OLX Indonesia Reduced Visitor Drop-Offs - VWO Testimonial (English)\" width=\"690\" height=\"388\" src=\"https:\/\/www.youtube.com\/embed\/l0e4-IAf_AU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>Based on this qualitative feedback, you can then build strong hypotheses and run targeted experiments to build an experience that your users love.<\/p>\n\n\n\n<p>But it doesn&#8217;t stop there\u2014this also allows you to align experiments with your business goals, ensuring that every test moves you closer to achieving them.<\/p>\n\n\n\n<p>By testing changes before rolling them out, you can avoid unvalidated changes that might negatively impact conversions, engagement, or retention.<\/p>\n\n\n\n<p>This data-driven approach also helps save valuable resources. So, instead of spending time and effort on updates that your users don\u2019t need, you can focus on making targeted changes that have a proven positive impact.&nbsp;<\/p>\n\n\n\n<p>Plus, the 40+ integrations with platforms like GA4, HubSpot, Salesforce, and Shopify enable you to easily connect VWO to your existing tech stack.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p><a href=\"#free-trial\">Take a free trial<\/a> or <a href=\"#request-demo\">request a demo<\/a> now to explore how these capabilities can help improve customer retention and reduce churn.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Winning a new customer is exciting, but keeping them coming back is what truly drives business growth.&nbsp; That\u2019s because loyal customers don\u2019t just stick around &#8211; they buy more, engage more, and can eventually become advocates for your brand.&nbsp;&nbsp; In this blog, we\u2019ll explore key customer retention statistics to help you understand user expectations, reduce&#8230;<\/p>\n","protected":false},"author":835,"featured_media":95517,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"post_read_time":0,"footnotes":""},"categories":[10697],"tags":[],"feature":[10678,10526],"industry-type":[10567,10320,10322,10318,10325],"product":[10627],"role":[10641,10639],"region":[],"class_list":["post-95487","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-surveys","feature-behavior-analytics","feature-experimentation-platform"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>30+ Powerful Customer Retention Statistics and Insights | VWO<\/title>\n<meta name=\"description\" content=\"Explore in-depth customer retention stats and trends with up-to-date insights and strategies to boost loyalty.\" \/>\n<meta name=\"robots\" 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