Enter customer account data
Formula used
Customer Loyalty Score = Σ (normalized metric × weight)
Each input is converted to a 0 to 100 scale. Repeat rate is used directly. Complaint rate is inverted, so lower complaints improve loyalty.
- Frequency Score = (Purchase Frequency ÷ Target Frequency) × 100
- Order Value Score = (Average Order Value ÷ Target Order Value) × 100
- Lifetime Value Score = (Lifetime Value ÷ Target Lifetime Value) × 100
- Tenure Score = (Customer Tenure ÷ Target Tenure) × 100
- Satisfaction Score = (Satisfaction ÷ 10) × 100
- Referral Score = (Referral Rate ÷ 25) × 100, capped at 100
- Complaint Score = 100 − ((Complaint Rate ÷ 20) × 100)
Weighted inputs create a balanced view of loyalty, expansion potential, and account risk inside CRM and pipeline planning workflows.
How to use this calculator
- Enter customer behavior data, value metrics, and service feedback.
- Add target benchmarks that reflect your account strategy.
- Click Calculate Loyalty Score to generate the result.
- Review the score, loyalty tier, retention outlook, and risk indicators.
- Download the result as CSV or PDF for reporting.
- Compare accounts by re-running the model with new values.
Example data table
| Customer | Segment | Repeat % | Orders/Year | AOV | LTV | Tenure | Satisfaction | Referral % | Complaint % |
|---|---|---|---|---|---|---|---|---|---|
| Acme Retail Group | Mid-Market | 62 | 8 | 240 | 3800 | 28 | 8.6 | 18 | 6 |
| BluePeak Systems | Enterprise | 81 | 13 | 520 | 8400 | 42 | 9.1 | 21 | 3 |
| NorthLane Supply | SMB | 44 | 5 | 160 | 1900 | 14 | 6.9 | 7 | 12 |
Use these sample values to test the score model and build internal benchmarks.