Retention Rate Optimisation That Keeps More Customers Coming Back
Acquiring a customer is just the beginning. The difference between a good and great D2C brand is how many customers come back for a second, third and fourth purchase. We find and fix the specific gaps in your retention system that are causing customers to leave.
Improve Retention by 20% and Double Your Business Value
Frequently Asked Questions
Varies by category and product consumption rate. Consumable D2C brands (supplements, beauty, food) should target 40–60%+ 90-day repeat rates. Higher-consideration products (fashion, home) typically see 20–35%.
Poor post-purchase experience is the most common cause — customers feel abandoned after the sale. Weak onboarding flows, poor packaging, slow shipping communication and no community or loyalty reason to return.
Email flow improvements can show measurable retention improvements within 30–60 days. Loyalty programme and product experience changes take 3–6 months to show in cohort data.
Retention rate is one of the primary inputs in D2C brand valuation. Brands with 40%+ repeat purchase rates command significantly higher revenue multiples than brands with 20%.
Shopify order data (minimum 12 months), Klaviyo access, current flow list and any existing customer research or NPS data.
Build a D2C Brand Customers Keep Coming Back To
Book a free retention audit and see your repeat purchase rate benchmarked against D2C industry standards.