How to calculate customer retention rate using Square's customer groups

[Nsey19]

Hi there, I am trying to work out customer retention rate using Square's customer directory groups and I am find it quite difficult. The formula is:

customers at the beginning of a period - new customers during the period / customers at the start of the period.

My question is, what defines how many customers you have at 'the beginning'. For example if I am doing a year period, is it the number of customers in the directory which existed the year before?

[Laurie_]

Hi @Nsey19,

I just want to ensure I'm on the same page as you since I'm not overly familiar with this feature. However, I'd be happy to find out more from someone who is.

Firstly, are you navigating to your online Square Dashboard > Customer Directory > Insights, or to Customer Directory > Directory > selecting from the Groups dropdown menu > applying a filter?