20+ Customer Retention Statistics (2026)
Converge Team
Data on customer retention rates, the cost of churn, and how support quality impacts loyalty.
Key Highlights
- 85% Average customer retention rate across all industries (HubSpot State of Service, 2025)
- 5-25x More expensive to acquire a new customer than retain an existing one (Harvard Business Review, 2025)
- 5% Increase in retention rate that can boost profits by 25-95% (Bain & Company / Frederick Reichheld, 2000)
- 33% of customers who churned said better support would have kept them (PwC Customer Loyalty Survey, 2025)
- 89% Retention rate for companies with strong omnichannel support vs 33% for weak strategies (Aberdeen Group, 2013)
Retention Rates by Industry
Churn Causes
Support Impact on Retention
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • HubSpot State of Service
- • Harvard Business Review
- • Bain & Company / Frederick Reichheld
- • PwC Customer Loyalty Survey
- • Aberdeen Group
- • ChurnZero SaaS Benchmark
- • HubSpot State of Service
- • PwC Customer Loyalty Survey
- • Zendesk CX Trends Report
- • Salesforce State of Service
- • Aberdeen Group
- • Intercom Customer Support Trends
- • Freshworks Global Benchmark Report
- • Bain & Company / Frederick Reichheld
Frequently Asked Questions
Key stats: 85% Average customer retention rate across all industries. 5-25x More expensive to acquire a new customer than retain an existing one. 5% Increase in retention rate that can boost profits by 25-95%. See all 20+ statistics on this page.
These statistics are sourced from industry reports including HubSpot State of Service, Harvard Business Review, Bain & Company / Frederick Reichheld, PwC Customer Loyalty Survey. Each statistic includes its specific source and year.
We update these statistics annually as new industry reports are published. The current data reflects 2025-2026 reports from major analytics providers and research firms.
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