How the Retention Score works
The Retention Score is a 0–100 index of customer return behavior: 40% first-to-second visit conversion and 60% established return adherence. It uses completed visits rather than messages sent or appointments booked.
What is measured?
The first-return component asks whether eligible first-time customers return within 180 days. The established-return component measures eligible customers who return by their expected deadline. The score shows returned customers, eligible customers, reporting date and component weights.
Why can a score be withheld?
Each component needs at least 30 mature customers. A customer is mature only after the relevant observation window or return deadline has passed. Insufficient history produces a withheld score, not zero and not an invented estimate.
What does the score prove?
An imported score reflects the supplied history and its declared coverage. RetentionTek does not independently verify imported records. The public assessment is a separate self-reported planning estimate. Neither proves that outreach caused a return.
Is this customer lifetime value?
No. LTV measures monetary value over a customer relationship. This Retention Score measures returns. The current visit import does not contain revenue, so the product cannot claim measured LTV, recovered revenue or a financial return from that file.