#39 🥰 Measuring customer loyalty in Qlik Sense

Do you measure your customer loyalty ? 🥰 Calculate Churn Rate, returning, new and lost customers

Customer Churn or Attrition is a critical metric for every business based on subscription or recurring revenue. It's also used in e commerce

As it's proven to be cheaper to retain a client than to bring in a new one, you definitely want to measure Churn !

As I did in my previous post, you just have to use some p() and e() in your Set Analysis 🧙‍♂️

Read more #38 📈 GROWTH ANALYSIS IN QLIK SENSE

Are you using such kind of analysis or other advanced tricks to improve your sales apps ?

Download QVF
Sheet Customer Churn

⁉ How to ⁉

Different business rules can be defined but most of the time,
Churn rate is the ratio the number of customer you lost compared to how many you started with.

In my example, I keep it simple comparing Year over Year

Lost Customers :
We count customers last year with no sales this year

count(distinct{$<[Customer Name]=e({$<Year={$(=Max(Year))}>}),Year={$(=Max(Year)-1)}>}[Customer Name])

Churn Rate :
Lost Customer is divided by last year customers

count(distinct {$<Year={$(=Max(Year)-1)}>}[Customer Name])

New and Returning Customer:
It's just an adaptation of lost ones, you got it now right ?