Monthly Customer Retention Review Checklist for Local Government
A checklist for analysing community member retention metrics, identifying at-risk community members, and implementing strategies to reduce churn and increase lifetime value.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Complete Checklist
- 1Calculate the monthly community member retention and churn rateCritical
- 2Compare retention rates against previous months and benchmarks
- 3Identify community members who have not made a purchase or engaged recentlyCritical
- 4Analyse the reasons for any community member losses during the month
- 5Review community member satisfaction scores and Net Promoter Score trends
- 6Assess the effectiveness of current loyalty or rewards programs
- 7Identify community members with upcoming contract renewals and plan outreach
- 8Review the average community member lifetime value and any changes
- 9Plan targeted re-engagement campaigns for inactive community members
- 10Gather and analyse exit feedback from community members who have left
- 11Review upselling and cross-selling opportunities with existing community members
- 12Assess the onboarding experience for new community members and identify drop-off points
- 13Implement at least one retention improvement action based on the analysisCritical
- 14Update the community member retention report and share with the team
Frequently Asked Questions
What are the most effective community member retention strategies for small businesses?
Deliver consistently excellent service, communicate regularly and proactively, respond quickly to issues, personalise the community member experience, and ask for feedback then act on it. Simple gestures like remembering preferences, sending thank-you notes, or offering loyalty discounts can be very effective. The personal touch available to small businesses is a competitive advantage over larger operators.
How do we calculate community member lifetime value?
A simple calculation is: average purchase value multiplied by average purchase frequency multiplied by average community member lifespan in years. For example, if a community member spends an average of $100 per visit, visits 4 times per year, and remains a community member for 3 years, their lifetime value is $1,200. Track this metric monthly to understand whether your community member relationships are becoming more or less valuable over time.
What is a good community member retention rate for small businesses?
This varies significantly by industry. Subscription-based businesses typically aim for 90 to 95 percent monthly retention. Service businesses may target 70 to 80 percent annual retention. The most important thing is to track your own rate consistently and aim for improvement. Even a small improvement in retention can have a significant impact on profitability.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.