Customer Grading System | Bockman's Auto, Truck & Tire

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 $270
3 or more services in the Analysis Period
Last service was in the past 2 months 3 days

Great Customer

Average RO is at least $105
3 or more services in the Analysis Period
Last service was in the past 3 months 17 days

Loyal Customer

Average RO is at least $61
3 or more services in the Analysis Period
Last service was in the past 6 months 22 days

Steadfast

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

Good Customer

Average RO is at least $50
2 or more services in the Analysis Period
Last service was in the past 9 months 1 day

So So Customer

Average RO is less than $59
2 or more services in the Analysis Period
Last service was in the past 11 months 15 days

Existing Customer-Slipping

2 or more services in the Analysis Period
Service was between 11 months 15 days and 1 year 3 months 24 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 5 months 6 days

New Customer-Slipping

Only 1 service
Service was between 5 months 6 days and 10 months 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 24 days and 1 year 7 months 12 days ago

New Customer-Last Chance

Only 1 service
Service was between 1 year 3 months 24 days and 1 year 7 months 12 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 7 months 12 days ago

One and Done

Only 1 service
Service was more than 1 year 7 months 12 days ago

Understanding the Grades

All Grades are based on Average RO

Customer Grades

A+

above $1,067

$711 to $1,067

A-

$235 to $711

$91 to $235

$62 to $91

$55 to $62

below $55

VIP Grades

A+

above $1,067

$736 to $1,067

A-

$270 to $736

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 3d

Great Customer

now — 3m 17d

Loyal Customer

now — 6m 22d

Good Customer

now — 9m 1d

So So Customer

now — 11m 15d

Existing-Slipping

11m 15d — 1y 3m 24d

Existing-Last Chance

1y 3m 24d — 1y 7m 12d

Lost Customer

1y 7m 12d+

New Customer

now — 5m 6d

New-Slipping

5m 6d — 11m 15d

New-Last Chance

11m 15d — 1y 7m 12d

One and Done

1y 7m 12d+