Consumer Complaint ROI Calculator
Estimate the financial return on investment from effectively resolving consumer complaints, factoring in customer lifetime value, retention rates, and resolution costs.
Formulas Used
Incremental Retention Rate (ΔR):
ΔR = Retention Rate After Resolution (%) − Baseline Retention Rate (%)
Additional Customers Retained:
Retained = N × ΔR
Retention Revenue:
Retention Revenue = Retained Customers × Customer Lifetime Value (CLV)
Referral Revenue:
Referral Revenue = Retained Customers × Average Referral Value
Total Benefit:
Total Benefit = Retention Revenue + Referral Revenue
Total Investment:
Total Investment = (N × Cost per Resolution) + Annual Overhead
Net Benefit:
Net Benefit = Total Benefit − Total Investment
ROI:
ROI (%) = (Net Benefit / Total Investment) × 100
Benefit-Cost Ratio:
BCR = Total Benefit / Total Investment