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96%
Will Never Tell You
91%
Will Never Return
The average value of a lost retail customer can vary by industry and business type, but a commonly cited benchmark is:
A lost customer costs a business an average of $289 per year
Source: Small Business Administration (via Score.org)
Increasing customer retention by just 5% can increase profits by 25% to 95%
Source: Bain & Company
Only 1 in 26 unhappy customers actually complain
Source: ThinkJar (Customer Experience Consultancy)
The long-term value of retaining a customer often far exceeds their single purchase, making silent departures costly. When considering Customer Lifetime Value (CLV) which accounts for repeat purchases, the cost of a lost customer can be significant.
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