Customer Grading System

Elite

These are your rockstars! Elite customers visit frequently, spend more per visit, and are the backbone of your shop's revenue.

VIP Customer

Average RO is at least $1,304
2 or more services in the Analysis Period
Last service was in the past 2 months 6 days

Great Customer

Average RO is at least $834
2 or more services in the Analysis Period
Last service was in the past 3 months 22 days

Loyal Customer

Average RO is at least $387
2 or more services in the Analysis Period
Last service was in the past 7 months

Steadfast

Your loyal supporters, the Steadfast customers, keep your business running smoothly.

Good Customer

Average RO is at least $149
2 or more services in the Analysis Period
Last service was in the past 9 months 20 days

So So Customer

Average RO is less than $175
2 or more services in the Analysis Period
Last service was in the past 1 year 10 days

Existing Customer-Slipping

2 or more services in the Analysis Period
Service was between 1 year 10 days and 1 year 3 months 28 days ago

New Customer

These are the fresh faces who may become loyal patrons with the right approach.

New Customer

Only 1 service
Service was in the past 3 months 27 days

New Customer-Slipping

Only 1 service
Service was between 3 months 27 days and 9 months 22 days ago

At-Risk

This group might be slipping away. They haven't visited in a while, and a gentle nudge can bring them back before they head to a competitor.

Existing Customer-Last Chance

2 or more services in the Analysis Period
Last service was between 1 year 3 months 28 days and 1 year 6 months 30 days ago

New Customer-Last Chance

Only 1 service
Service was between 1 year 3 months 28 days and 1 year 6 months 30 days ago

Inactive

These customers haven't visited your shop in a long time. They may have found a new mechanic, or perhaps life got busy, and car maintenance fell by the wayside.

Lost Customer

2 or more services in the Analysis Period
Last service was more than 1 year 6 months 30 days ago

One and Done

Only 1 service
Service was more than 1 year 6 months 30 days ago

Understanding the Grades

All Grades are based on Average RO

Customer Grades

A+

above $2,895

$1,930 to $2,895

A-

$1,134 to $1,930

$725 to $1,134

$262 to $725

$69 to $262

below $69

VIP Grades

A+

above $2,895

$1,998 to $2,895

A-

$1,304 to $1,998

Customer Lifecycle Timeline

Visual representation of when customers fall into each segment based on their last service date

Today

4 m

8 m

1 y

1 y 4 m

1 y 8 m

2 y

VIP Customer

now — 2m 6d

Great Customer

now — 3m 22d

Loyal Customer

now — 7m

Good Customer

now — 9m 20d

So So Customer

now — 1y 10d

Existing-Slipping

1y 10d — 1y 3m 28d

Existing-Last Chance

1y 3m 28d — 1y 6m 30d

Lost Customer

1y 6m 30d+

New Customer

now — 3m 27d

New-Slipping

3m 27d — 1y 10d

New-Last Chance

1y 10d — 1y 6m 30d

One and Done

1y 6m 30d+