Customer Retention Statistics for 2026: By Industry, Business Model, and Channel

In 2026, customer retention defines business sustainability amid rising acquisition costs and shifting buyer expectations. Companies prioritizing retention outperform peers by leveraging repeat revenue, reducing churn through data-driven insights, and adapting to industry-specific dynamics like high switching costs in SaaS or price sensitivity in retail.

This article compiles over 80 customer retention statistics from primary research and industry reports published within the last two years. Data spans industries, business models, churn factors, and retention initiatives, providing a reference for benchmarking and strategy alignment in the current landscape.

Scope and Methodology

• Includes only publicly available customer retention statistics relevant for 2026.
• Based on the latest figures published within the last two years.
• Sources include primary research, first-party platform data, institutional studies, and industry reports.
• Each statistic is listed separately with its original source and study context.
• No estimates, forecasts, interpretations, or recommendations are included.

Key Customer Retention Statistics for 2026

Media industry average customer retention rate of 84%, based on a 2025 study by Focus Digital.
Professional services industry average customer retention rate of 84%, based on a 2025 study by Focus Digital.
Automotive and transportation industry average customer retention rate of 83%, based on a 2025 study by Focus Digital.
Insurance industry average customer retention rate of 83%, based on a 2025 study by Focus Digital.
Commercial insurance industry average customer retention rate of 86%, based on a 2026 study by First Page Sage.
Business consulting industry average customer retention rate of 85%, based on a 2026 study by First Page Sage.
IT and managed services industry average customer retention rate of 83%, based on a 2026 study by First Page Sage.
Subscription B2B SaaS average customer retention rate of 90%, based on a 2025 study by Focus Digital.
E-commerce industry average customer retention rate of 38%, based on a 2025 study by Focus Digital.
Hospitality and travel industry average customer retention rate of 55%, based on a 2025 study by Focus Digital.
Retail industry average customer retention rate of 63%, based on a 2025 study by Focus Digital.
92.6% of iPhone users plan to stay with the brand for their next smartphone, based on a 2026 study by Outsource Accelerator.

Adoption and Usage Statistics

Subscription B2C average customer retention rate of 72%, based on a 2025 study by Focus Digital.
Transactional e-commerce average customer retention rate of 38%, based on a 2025 study by Focus Digital.
SaaS/enterprise software annual customer retention rate of 90-95%, based on a 2026 study by monday.com.
Consumer subscriptions annual customer retention rate of 70-80%, based on a 2026 study by monday.com.
Telecommunications annual customer retention rate of 75-85%, based on a 2026 study by monday.com.
Professional services annual customer retention rate of 85-90%, based on a 2026 study by monday.com.
Retail/e-commerce annual customer retention rate of 60-75%, based on a 2026 study by monday.com.
Healthcare annual customer retention rate of 80-90%, based on a 2026 study by monday.com.
Financial services annual customer retention rate of 85-90%, based on a 2026 study by monday.com.

Audience and Behavioral Statistics

74.6% of Samsung users exhibit brand loyalty for their next smartphone, based on a 2026 study by Outsource Accelerator.
65% of a company’s overall revenue stems from repeat customers, based on a 2026 study by Outsource Accelerator citing Smallbizgenius.
82% of business leaders believe customer retention is more cost-effective than acquiring new customers, based on a 2026 study by Outsource Accelerator citing Econsultancy.
73% of consumers will switch to a competitor after multiple bad experiences, based on a 2026 study by Zendesk.
56% of consumers rarely complain about a negative customer experience, based on a 2026 study by Zendesk.

Channel Performance Statistics

IT services industry average customer retention rate of 81%, based on a 2025 study by Focus Digital.
Construction and engineering industry average customer retention rate of 80%, based on a 2025 study by Focus Digital.
Telecommunications industry average customer retention rate of 78%, based on a 2025 study by Focus Digital.
Financial services industry average customer retention rate of 78%, based on a 2025 study by Focus Digital.
Healthcare industry average customer retention rate of 77%, based on a 2025 study by Focus Digital.
IT and software SaaS industry average customer retention rate of 77%, based on a 2025 study by Focus Digital.
Banking industry average customer retention rate of 75%, based on a 2025 study by Focus Digital.
Consumer services industry average customer retention rate of 67%, based on a 2025 study by Focus Digital.
Manufacturing industry average customer retention rate of 67%, based on a 2025 study by Focus Digital.

Conversion and Acquisition Statistics

A 5% increase in customer retention volume drives profits up to 75%, based on a 2026 study by Outsource Accelerator citing Bain & Company.
Customer retention costs 5 times less than acquisition, based on a 2026 study by Flowlu.
Most industries fall between 70–80% average retention rates, based on a 2026 study by Gainsight citing Shopify.

Trust, Influence, and Perception Statistics

Media and professional services enjoy customer retention rates at 84%, based on a 2026 study by Outsource Accelerator citing Statista.
Automotive and transport sectors and insurance industry customer retention rate of 83%, based on a 2026 study by Outsource Accelerator citing Statista.
Information technology customer retention rate of 81%, based on a 2026 study by Outsource Accelerator citing Statista.
Finance and telecommunications sectors customer retention rate of 87%, based on a 2026 study by Outsource Accelerator citing Statista.
Hospitality, travel, and restaurants customer retention rate of 55%, based on a 2026 study by Outsource Accelerator citing Statista.

Customer Value and Retention Statistics

Subscription B2B SaaS median customer lifetime of 5.2 years, based on a 2025 study by Focus Digital.
Subscription B2C median customer lifetime of 2.8 years, based on a 2025 study by Focus Digital.
Transactional e-commerce median customer lifetime of 18 months, based on a 2025 study by Focus Digital.

Revenue and Business Impact Statistics

5% increase in retention drives profit increase, based on a 2026 study by Flowlu.

B2B vs B2C Statistics

B2B SaaS average customer retention rate of 74%, based on a 2026 study by First Page Sage.

Industry-Specific Statistics

Automotive industry average customer retention rate of 76%, based on a 2026 study by First Page Sage.
Construction industry average customer retention rate of 79%, based on a 2026 study by First Page Sage.
Cybersecurity industry average customer retention rate of 71%, based on a 2026 study by First Page Sage.
Entertainment industry average customer retention rate of 70%, based on a 2026 study by First Page Sage.
Financial services industry average customer retention rate of 74%, based on a 2026 study by First Page Sage.
HVAC services industry average customer retention rate of 66%, based on a 2026 study by First Page Sage.
Hotels and hospitality industry average customer retention rate of 55%, based on a 2026 study by First Page Sage.
Legal services industry average customer retention rate of 75%, based on a 2026 study by First Page Sage.
Manufacturing industry average customer retention rate of 66%, based on a 2026 study by First Page Sage.
Medical device industry average customer retention rate of 80%, based on a 2026 study by First Page Sage.
Oil and gas industry average customer retention rate of 77%, based on a 2026 study by First Page Sage.
PCB design and manufacturing industry average customer retention rate of 74%, based on a 2026 study by First Page Sage.
Real estate industry average customer retention rate of 78%, based on a 2026 study by First Page Sage.
Software development industry average customer retention rate of 82%, based on a 2026 study by First Page Sage.
Transportation and logistics industry average customer retention rate of 79%, based on a 2026 study by First Page Sage.
Telecom industry average customer retention rate of 75%, based on a 2026 study by First Page Sage.
E-commerce typical churn rate of 22%, based on a 2026 study by First Page Sage.
Financial services typical churn rate of 26%, based on a 2026 study by First Page Sage.
Telecom typical churn rate of 25%, based on a 2026 study by First Page Sage.
Retail typical churn rate of 24%, based on a 2026 study by First Page Sage.
Hotels and hospitality typical churn rate of 18%, based on a 2026 study by First Page Sage.

Churn Drivers and Retention Initiatives

Proactive customer success outreach average impact on retention of +14%, based on a 2025 study by Focus Digital.
Usage-based pricing models average impact on retention of +12%, based on a 2025 study by Focus Digital.
Quarterly business reviews B2B average impact on retention of +11%, based on a 2025 study by Focus Digital.
Onboarding optimization average impact on retention of +10%, based on a 2025 study by Focus Digital.
Loyalty/rewards program average impact on retention of +8%, based on a 2025 study by Focus Digital.
Multi-channel support average impact on retention of +7%, based on a 2025 study by Focus Digital.
Community building average impact on retention of +6%, based on a 2025 study by Focus Digital.

References

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