Customer Insights

    Analyse customer behaviour patterns, segmentation, order frequency, and lifetime value to drive smarter marketing and retention strategies.

    Customer tiers

    Customers are automatically segmented into tiers based on order frequency and total spend. Tier thresholds are fully configurable in Customer Settings:

    • New — First-time customers with only one order.
    • Regular — Customers who have ordered multiple times.
    • VIP — Your most loyal and highest-spending customers.

    The tier distribution is visualised as a pie chart, giving you a quick sense of your customer base composition.

    Screenshot: Customer insights dashboard with tier distribution pie chart

    Retention metrics

    • Repeat order rate — Percentage of customers who place more than one order. A key health metric for your business.
    • Average days between orders — Helps predict reorder timing, which is valuable for scheduling campaigns.
    • Churn risk — Customers who haven't ordered in a configurable window. Target these with win-back campaigns.

    Visit number tracking

    The system tracks each customer's visit number (1st, 2nd, 3rd order, etc.) using their phone number. This data powers insights like "50% of customers who place a 2nd order go on to place a 3rd within 14 days."

    Lifetime Customer Threshold (Stickiness Curve)

    The Stickiness Curve identifies the "magic number" of orders where customer retention likelihood significantly jumps and stabilises. The system analyses step-to-step retention rates (e.g. what percentage of customers who placed order #2 go on to place order #3) and finds the inflection point.

    • Threshold order — The order number where retention rate notably increases compared to earlier transitions.
    • Improvement factor — How much more likely a customer is to return after passing the threshold.
    • Retention percentage — The post-threshold retention rate shown as a reference line on the chart.

    Use this data to design incentives that push new customers past the threshold. For example, if the magic number is 3, offer a discount on the 3rd order to maximise long-term retention.

    Screenshot: Stickiness Curve area chart showing retention rates by order number with a threshold reference line
    Tip: Focus on getting first-time customers to place a second order — this is where most churn happens. Use a post-first-order campaign with a discount code to drive that critical second purchase.