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What is Repeat Customer Rate & How to increase it to help me?

Simply put - the number of first-time customers who book with you again (Repeat Customer Rate), and how often Repeat Customers book with you (Repeat Bookings). For example, should one customer return to book your services again and again, you’d have one Repeat Customer. Should that same customer book you five times after their first booking, you’d have five Repeat Bookings. 

By earning wins in either category, you’ll crawl higher in the rankings. This might sound easier said than done, but it doesn’t need to be. Here are some tips to increase your Repeat Customer Rate and Repeat Booking Rate: 

  • Send your Pet Owner multiple photos and videos of their pet during their booking. Also make sure you respond to any questions they may have in a timely manner. Not only will this put their mind at ease, it will also show them how much you care. The next time they need a Sitter, you’ll be at the top of their list! 

  • Ahead of holidays or busy periods, remind your regular Pet Owners to book your services as early as possible. This way, they won’t miss the chance to rebook you before your Calendar fills up with new customers. 

  • Help Pet Owners rebook by booking on their behalf. You can do this through the Mad Paws app. 

  • This may go without saying, but we’ll say it anyway: provide stellar pet care! Pet Owners are much more likely to rebook you if their furbabies are happy and healthy after the first booking.  

Where Can I see mine?

On a fortnightly basis (Starting March 2020) we will send you an email which contains a dashboard of all your statistics.

How is it Calculated?

Repeat Customer Rate (RCR) - This is a percentage. It is calculated by looking at the total amount of unique customers you have and comparing it to how many have come back.

E.g John S has 18 customers since he has been with Madpaws and 12 of them have come back. His RCR = (12/18)*100 = 66.6%

Taimoor is the author of this solution article.

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