Loyalty · The lock-in · Element
The adjusted loyalty
Retention with lock-in removed.
The part
What it is
An estimate rather than a measurement, and a useful one: what share of the base would stay if switching were free?
The gap between reported retention and this figure is the amount of loyalty the organisation does not actually have.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the lock-in
The sources
What holds each customer, other than preference.
LearnThe expiry
When the lock-in ends.
Learn