Join the Intrafocus Academy

If you like our free strategy resources then join the Intrafocus Academy for additional material

Strategy Workshop

A three-session workshop based on the Intrafocus Strategic Planning Process (SPP)

Balanced Scorecard Certification

A five-day master class and certificate as a Balanced Scorecard Professional

Strategic Plan Audit/Review

Let us take a look at your strategic plan to check it contains all the elements needed in a good plan


Strategy & KPI Resources

A library of resources for anyone interested in strategic planning and KPI management

Strategic Planning Process (SPP)

Our next generation Strategic Planning Process based on the Balanced Scorecard Methodology

Blog - Intrafocus Insight

New articles published every two weeks, join our mailing list and keep up

Our Customers

Don’t take our word for it, see what the Intrafocus customers have to say.


Spider Impact KPI Software

Intrafocus is the only EMEA authorised reseller of Spider Impact® from Spider Strategies®.

Spider Impact - Video Guides

From getting started all the way through to integrating into back-end systems.

Spider Impact - Documentation

Everything you need to know to set up Spider Impact, configure and import data

My5 KPIs - On your PC, Mac & Phone

Keep your key performance indicators to hand with the My5 KPIs universal application

Contact and Help Desk

If you have any questions or need some help or guidance, you can contact us at any time.

KPI Library – Customer Retention

Customer Retention Rate


All business/organisations require customers to purchase products/use services. The retention of existing customers is important to an organisations’ financing, as the cost of attracting new customers is generally higher than that required to maintain a relationship with an existing customer. Furthermore, an established (loyal) customer relationship is more likely to yield additional opportunities for the sale of additional or related products/services. A “healthy” percentage of customers returning for repeat business is a likely indicator of good customer satisfaction however it is necessary to evaluate the context of repeat business to ensure such customers contribute to desired profitability levels, purchasing cycles and customer lifetime value.


Usually calculated on a monthly basis (This should be adjusted as appropriate to fit with purchasing cycle suited to the business type). Customer Retention Rate = Number of customers at the beginning of a given period with the opportunity to be retained, divided by Number of those customers that remained customers at the end of a given period.


For car hire company: For a given month 500 hire agreements are arranged of which 200 have the potential to be repeat business. Of these 200 agreements, 50 are renewed at the end of the month. The customer retention ratio is (50 divided by 200 = 0.25) x 100 = 25%.