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    First-Time Customer Rate

    How to find First-Time Customer Rate

    In Reveal, you will easily find the First-Time Customer Rate in the Revenue vs. Margin by Customer Type card (displayed in the following sections: Dashboard, Retention, Segments and Revenue). All you have to do is place the cursor over the left orange bar in the card.

    You have to ensure that you have selected the desired timeframe, as, by default, Reveal is set for a period of 12 month, up until the current date. You can select the start date and the end date according to your needs, from the calendar located in the upper bar.

    How can you calculate First-Time Customer Rate in a specific timeframe? 

    Make sure you have selected the exact period of time, from the calendar in the upper bar. Click on the CRM tab on the left and then click on the See All Customers button.

    Step 1

    To see the total number of customers that have placed at least one order in the selected timeframe, type “>0” in the Orders filter box and press Enter.

    Step 2

    Scroll down to the bottom of the page, where you can see the total number of customers that have placed at least one order in the selected timeframe (let’s call this T). 

    In our example (see image below) T = 522,822

    Step 3

    To see the total number of customers that have placed their first order in the selected timeframe, start by typing “1” in the Orders filter box and press Enter. 

    This, however, is not enough, as the result will be the total number of customers that have placed exactly one order in that timeframe, regardless of it being their first order on your store, or simply their only repeated order during that time (as they might have placed one or more orders prior to your selected start date). 

    As you can see, you have the option of filtering customers by RFM score as well. The next step is to filter only customers that have the score 1 for Frequency – if in your RFM Point Editing (Settings > RFM section > RFM Points section > Edit), the score 1 for Frequency is set for 1 order (see image below).

    You can use this filter by typing “*1*” in the RFM Score filter box and pressing Enter.

    Step 4

    Scroll down to the bottom of the page, so you can find the number of customers that have placed their first and only order in the selected timeframe (let’s call this F).

    In our example (see image below) F = 267,608

    Step 5

    First-Time Customer Rate =  F / T * 100 = 267,608 / 522,822 *100 = 51.19%

    Repeat Customer Rate

    Repeat customers are those that place more than one order in your shop (or who have purchased from you twice or more, according to others).

    How to find Repeat Customer Rate

    In Reveal, you will easily find the Repeat Customer Rate in the Revenue vs. Margin by Customer Type card (displayed in the following sections: Dashboard, Retention, Segments and Revenue). All you have to do is place the cursor over the right orange bar in the card.

    You have to ensure that you have selected the desired timeframe, as, by default, Reveal is set for a period of 12 month, up until the current date. You can select the start date and the end date according to your needs, from the calendar located in the upper bar.

    How can you calculate Repeat Customer Rate in a specific timeframe?

    You have 3 different options:

    Option 1

    Deduct First-Time Customer Rate from 100%: 100% – 51.19% = 48.81%

    Option 2

    Step 1

    Calculate the number of customers that have placed more than one order (let’s call this R): R = T – F.

    In our example, T = 522,822 and F = 267,608 => R = 522,822 – 267,608 = 255,214

    Step 2

    Repeat Customer Rate =  R / T * 100 = 255,214 / 522,822 *100 = 48.81%

    Option 3

    Step 1

    To see the total number of customers that have placed at least 2 orders in the selected timeframe, type “>=2” in the Orders Filter box and press Enter. 

    Step 2

    Scroll down to the bottom of the page, so you can find the number of customers that have placed at least 2 orders in the selected timeframe (let’s call this  M).

    In our example (see image below) M = 167,270

    Step 3

    To see the total number of customers that have placed 1 order in the selected timeframe, type “1” in the Orders Filter box and press Enter. 

    Step 4

    Scroll down to the bottom of the page, so you can find the number of customers that have placed one order in the selected timeframe (let’s call this O).

    In our example (see image below) O = 355,552

    Step 5

    Find the number of repeat customers that have placed only one order in the selected timeframe (let’s call this R1): R1 = O – F => R1 = 355,552 – 267,608 = 87,944

    Step 6

    Calculate R: R = M + R1 = 167,270 + 87,944 = 255,214

    Step 7

    Repeat Customer Rate =  R / T * 100 = 255,214 / 522,822 *100 = 48.81%

    If you still have questions, please don’t hesitate to contact us.

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