Customer Intelligence
Churn risk, lifetime value by source, referral rate, repeat customer patterns.
Churn risk
Top 10 — customers who haven't returned
| Customer | Last visit | Visits | Churn risk |
|---|---|---|---|
Jordan Anderson CSI score trended down over last 2 visits | 2025-01-14 | 2 | 96 |
Taylor Garcia Delivery delay on most recent RO | 2024-09-13 | 4 | 85 |
Jamie Miller Delivery delay on most recent RO | 2024-11-11 | 3 | 80 |
Drew Kim Delivery delay on most recent RO | 2025-03-07 | 5 | 76 |
Rowan Rivera CSI score trended down over last 2 visits | 2024-05-13 | 2 | 75 |
Riley Miller Haven't received communication in 6+ months | 2025-04-09 | 5 | 67 |
Sam Martinez CSI score trended down over last 2 visits | 2024-07-22 | 6 | 63 |
Sam Okafor Delivery delay on most recent RO | 2024-11-15 | 4 | 61 |
Hayden Okafor Haven't received communication in 6+ months | 2025-10-21 | 2 | 61 |
Sam Smith Haven't received communication in 6+ months | 2025-11-11 | 6 | 60 |
LTV by acquisition channel
Average lifetime value per customer
Referral customers carry 2.8× the LTV of walk-ins but represent only 3% of volume. A modest budget shift toward referral incentives would likely deliver outsized return.
Channel mix
Volume % vs. LTV
Referral3% vol · $11,420 LTV
Google28% vol · $4,120 LTV
Insurance51% vol · $3,950 LTV
Walk-in14% vol · $3,650 LTV
Other4% vol · $2,980 LTV
Repeat rate by shop
Higher = loyalty flywheel
Phoenix West★ 4.7
11.2%
Dallas North★ 4.6
10.4%
Denver Metro★ 4.6
9.8%
Houston East★ 4.5
8.1%
Salt Lake Central★ 4.4
7.4%
Austin West★ 3.9
5.2%
Amarillo★ 4.5
4.8%