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Operational Focus
How do you measure
digitalization in foodservice
customer satisfaction?
Customer Lifetime Value (CLV)
CLV estimates the total value a customer brings to your business
over their entire relationship with you. It considers repeat
purchases, referrals, and loyalty.
Customer Churn Rate
The churn rate measures how many customers stop using your
product or service over a specific period. Lower churn rates
signify better customer retention and satisfaction.
Customer Retention Rate
This metric calculates the percentage of customers you’ve
retained over a given time frame. High retention rates indicate
successful customer experiences.
Customer experience (CX) is the So perhaps it’s time to get to know
impression you leave with your your customers better, measure their
customers, which results in how they experiences, learn to speak and listen
think of you as a brand and to them directly, and explore more tech SEPTEMBER/OCTOBER. 2024 | ISSUE 38
ultimately creates brand loyalty. You to support areas of digitalization that
can read more in Rebecca help your business and the customer
Riserbato's article on measuring to work smarter together.
customer experience.
Thank you to Angus McKenzie of
Sustainable Coffee Solutions for
creating this article.
www.beveragestandardsassociation.co.uk
