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2 examples of Client Retention metrics and KPIs

What are Client Retention metrics?

Identifying the optimal Client Retention metrics can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.

Feel free to copy these examples into your favorite application, or leverage Tability to maintain accountability.

Find Client Retention metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Client Retention metrics and KPIs

Metrics for 360 Agency Development

  • 1. Client Retention Rate

    Measures the percentage of existing clients who continue to use your services over a specific period. Calculated by dividing the number of clients at the end of a period by the number of clients at the start, then multiplying by 100.

    What good looks like for this metric: 70-80%

    Ideas to improve this metric
    • Enhance client engagement through regular communication
    • Offer personalized solutions tailored to each client's needs
    • Implement a loyalty or rewards program
    • Seek regular feedback and act on it immediately
    • Provide consistent and high-quality service
  • 2. Service Expansion Success Rate

    Tracks the success rate of newly introduced services by calculating the percentage of services that meet initial adoption or use targets.

    What good looks like for this metric: 60-70%

    Ideas to improve this metric
    • Conduct thorough market research before launching new services
    • Train staff effectively to support new services
    • Market new services aggressively to existing and potential clients
    • Collect and analyse feedback from clients on new services
    • Set clear and realistic targets for service adoption
  • 3. Revenue Growth Rate

    Indicates the rate of revenue growth over a specific period, measuring the agency's ability to increase earnings.

    What good looks like for this metric: 10-20% annually

    Ideas to improve this metric
    • Identify and target new market segments
    • Upsell or cross-sell services to existing clients
    • Increase pricing strategically after enhancing service value
    • Reduce costs through efficient operation practices
    • Expand client base with effective marketing campaigns
  • 4. Client Satisfaction Score

    A measure of how satisfied clients are with your services, often gathered through surveys and reflected on a scale from 1 to 10.

    What good looks like for this metric: 8/10

    Ideas to improve this metric
    • Regularly solicit and review client feedback
    • Address client issues promptly and effectively
    • Ensure services are consistently performed to high standards
    • Engage in active communication with clients
    • Create a client-centric culture within the agency
  • 5. Market Penetration Rate

    The percentage of your target market that is using your agency's services, calculated by dividing current clients by the total target market, then multiplying by 100.

    What good looks like for this metric: 15-25%

    Ideas to improve this metric
    • Increase brand awareness through strategic marketing
    • Develop competitive pricing strategies
    • Enhance service quality to stand out in the market
    • Offer innovative solutions that meet emerging market needs
    • Leverage online and social media platforms to reach wider audiences

Metrics for Online Therapy Platform

  • 1. Client Retention Rate

    The percentage of clients who continue using the platform over a given period

    What good looks like for this metric: Typical benchmark is 60-70%

    Ideas to improve this metric
    • Enhance user experience
    • Offer personalised treatment plans
    • Regularly gather and implement feedback
    • Provide flexible scheduling options
    • Ensure therapists are a good match
  • 2. Session Completion Rate

    The ratio of completed therapy sessions to scheduled sessions

    What good looks like for this metric: Typical benchmark is 80-90%

    Ideas to improve this metric
    • Send session reminders
    • Integrate seamless payment systems
    • Offer flexible re-scheduling
    • Improve platform reliability
    • Address clients’ issues promptly
  • 3. Client Satisfaction Score

    Average rating given by clients regarding their overall satisfaction with the service

    What good looks like for this metric: Typical benchmark is 4+ out of 5

    Ideas to improve this metric
    • Train therapists in customer service
    • Implement regular check-ins with clients
    • Ensure platform ease of use
    • Offer a variety of therapy styles
    • Regularly update platform features
  • 4. Therapist Response Time

    The average time taken for therapists to respond to client inquiries

    What good looks like for this metric: Typical benchmark is 1-2 hours

    Ideas to improve this metric
    • Set clear expectations with therapists
    • Use automation for initial queries
    • Provide incentives for quick responses
    • Implement a notification system
    • Monitor and report response time trends
  • 5. Platform Usage Rate

    The frequency with which clients and therapists use the platform

    What good looks like for this metric: Typical benchmark is 70-85% active users monthly

    Ideas to improve this metric
    • Introduce engaging content regularly
    • Create community forums for interaction
    • Send regular updates or newsletters
    • Reward consistent platform usage
    • Offer interactive features

Tracking your Client Retention metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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