Customer Retention Impact Calculator

Calculate how IT infrastructure affects customer retention and loyalty

Instructions: This calculator helps you understand how IT infrastructure quality, system reliability, and customer experience impact customer retention rates and lifetime value.

1. Organization Information

Company Name *

Industry *

Number of Customers

Average Customer Value ($/year)

Current Customer Retention Rate (%)

Average Customer Lifespan (Years)

2. IT Infrastructure Quality

Assess your current IT infrastructure and its impact on customer experience

System Uptime (%)

Average Response Time (seconds)

Security Score (1-10)

Data Breaches (Past 2 Years)

Customer-Facing IT Systems

Customer Website Mobile Application Customer Portal E-commerce Platform CRM System Customer Support System Billing System API Services

3. Customer Experience Impact

Measure how IT issues affect customer satisfaction and retention

System Outages per Year

Average Outage Duration (hours)

Slow Performance Complaints/Month

Security-Related Customer Complaints

IT-Related Support Calls/Month

Average Issue Resolution Time (hours)

Customer Experience Issues

Slow Loading Times Frequent System Errors Poor Mobile Experience Difficult Navigation Outdated Design Limited Features Poor System Integration Security Concerns

4. Competitive Analysis

Number of Direct Competitors

Current Market Share (%)

Competitor IT Advantage Level

Customer Switching Rate (%)

Competitive Pressures

Better Technology Offerings Superior User Experience Faster Innovation Cycles Better Security Posture Mobile-First Approach AI/ML Integration

5. Customer Lifetime Value Impact

Customer Acquisition Cost ($)

Customer Referral Value ($)

Upsell/Cross-sell Rate (%)

Annual Churn Rate (%)

Customer Value Drivers

Seamless Customer Experience Reliable Systems Fast Performance Secure Data Handling Modern Interface Mobile Access Self-Service Capabilities Personalization Features

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