Customer retention dashboard and scores

Summary

Torqueflow watches each customer’s visit pattern and tells you who is drifting away. The Customer retention widget on your dashboard counts lapsed and at-risk customers at a glance. Each customer’s record carries a retention score from 0 to 100, measured against that customer’s own visit rhythm, with their 12-month spend shown alongside. Nothing here sends anything. The dashboard and score inform you; you decide who gets a nudge.

Prerequisites

• You are signed in as an Owner. The retention widget and the retention score are owner-only. Managers, service advisors and technicians do not see them.
• Scoring needs history. A customer is only scored after 4 or more completed, invoiced visits.

Steps

Read the retention widget

1. Open the Dashboard.
2. Find the Customer retention widget. It shows four tiles:
   • Lapsed customers. Customers who have gone well past their usual visit interval. These are the candidates for a re-engagement campaign.
   • At risk. Customers past their usual interval but not yet lapsed. Approaching lapse, worth a glance.
   • MOTs due. Vehicles with an MOT due in the next 30 days that have not already been booked or handled.
   • Reminder delivery rate. Of the reminders sent in the last 90 days, the percentage that reached the customer.
3. The tiles are counts. There is no click-through to a filtered list yet; that is coming in a later update.

Check a customer’s retention score

1. Open any customer’s record.
2. Find the Retention score card. It shows the score, a colour band, and the customer’s spend over the last 12 months.
3. Hover over the score (or tap it on a phone) to see exactly what went into it: last visit date, their typical interval, days since the last visit, and how many qualifying visits they have.

Understand the bands

1. Loyal (green): the customer is visiting at their normal rate. Score 100.
2. At risk (amber): they are past their usual interval, but by less than double. A customer who normally comes every 6 months and was last in 8 months ago sits here.
3. Lapsed (red): they are more than twice their usual interval overdue. The 6-monthly customer you have not seen for 14 months.
4. Scored after 4+ completed visits (grey): not enough history to judge a rhythm yet. This is normal for newer customers. Their 12-month spend still shows.
5. Fleet account (grey): customers with 4 or more vehicles are not scored. Fleet visit patterns do not follow one rhythm, so a score would mislead.

Expected Outcome

• The widget shows live counts that match what you see on individual customer records. A customer counted as at risk on the dashboard shows an amber band on their record.
• Customers with recent work on the books, including jobs still in progress, are never flagged. Activity clears the flag even before the invoice is raised.
• The score changes nothing on its own. No reminder fires and no message sends because a score dropped.

Troubleshooting

Problem: A customer you know well shows “Scored after 4+ completed visits”. Cause: The score needs at least 4 completed, invoiced visits to learn their rhythm. Fix: Nothing to fix. The score appears on its own once their history builds.

Problem: The retention widget is missing from your dashboard. Cause: Your role does not include retention visibility. It is owner-only by default. Fix: Sign in as an Owner, or ask an Owner to grant the retention capability to your role.

Problem: The lapsed count seems lower than you expected. Cause: Customers with any recent work in the last 6 months are excluded, and so are fleet accounts and customers with fewer than 4 visits. Fix: This is by design. The count only includes customers the model can judge confidently.

Notes

1. “At risk” means worth a glance, not definitely leaving. Seasonal customers (the classic-car owner you only see each spring) can show as at risk when they are fine. The transparency tooltip shows the inputs so you can judge.
2. Loyalty and spend are shown separately on purpose. A £50-a-year customer who never misses a service is loyal. A £2,000 customer who has vanished is valuable but slipping. One number could not tell you which is which, so the score measures loyalty and the spend figure sits beside it.
3. The delivery-rate tile measures delivery, not bookings. It tells you whether reminders are reaching customers, not whether they booked as a result.

Permissions

Action	Required capability
See the retention widget and retention scores	customers.retention.view (Owner by default)