Keeping customers coming back is one of the most effective ways to build a reliable online grocery or liquor store. Customer retention isn’t just a trend, recent analysis from Forbes explains that retention can make or break ecommerce businesses in 2025. Retaining existing customers is often more cost-effective than acquiring new ones and regular shoppers are more likely to spend more over time.
The Customer Retention report in Myfoodlink gives you a clear view of the numbers that matter. Updated weekly, it helps you to understand your customer base and take practical steps to encourage more repeat orders.
Where to find your customer retention page
You can access the Customer Retention report from the main Dashboard page in the backoffice of your online store on Myfoodlink. Look for the Customer Retention option in the top menu.
Customer lifecycle explained
Customers move through these stages based on their shopping activity. Each stage below explains what it means.
The main numbers on your dashboard
| Number | What it means | Why it matters |
|---|---|---|
| Active customers | Customers who have ordered more than once and have bought in the last 30 days. | Regular customers are the most reliable source of sales for your store. |
| Active customer growth | Shows how the number of active customers has changed compared to the previous week. | A positive change means more shoppers are coming back. A drop may signal issues with service (including delivery choices) or product range. |
| Current customers | All customers who have ordered in the last 90 days, including both active and lapsing customers. | This group is your main audience for repeat business and marketing. |
| Churn | The percentage of current customers who became lapsed during the selected week. | A high churn rate means you are losing regular customers, which can impact long-term growth. |
| Acquired | Customers who placed their first order in the selected week. | New customers are essential for growth, but it is important to turn them into Active shoppers. |
| Activated | New customers who placed their second order in the selected week. | Shows how well you are converting first-time buyers into repeat customers. |
| Reactivated | Customers who had stopped buying but placed an order in the selected week. | Bringing back old customers is often more cost-effective than finding new ones. |
| Lapsed |
Customers who have not ordered in the last 90 days. |
Tracking lapsed customers helps you see if you’re losing people who could be encouraged to return. |
Understanding lapsing and lapsed customers
Your dashboard also highlights your top lapsing and lapsed customers. These are often your highest-value shoppers who are at risk of leaving or have just stopped ordering. Contacting them directly can make a real difference.
- Call or email these customers to check in and ask if there’s anything you can help with.
- Thank them for their loyalty and offer a relevant incentive to return, if appropriate.
- Look for patterns—such as delivery areas or product types—to identify possible issues.
What you can do with Myfoodlink
- Set up and promote coupons to reward regulars or encourage new customers to order again.
- Switch on abandoned cart recovery so shoppers are reminded to finish their order.
- Run a competition to give customers another reason to order.
- Send targeted emails using your preferred email tool.
- Review your delivery and pickup options.
Make delivery and pickup work for your customers
Delivery and pickup options play a major role in whether customers return to your store. While marketing activities like coupons and competitions have value, most shoppers are motivated by convenience, speed and cost when deciding where to order.
• Review and expand your delivery range
Look for opportunities to serve new suburbs or regions where there is interest or potential demand. Reaching more areas can help you connect with customers who might otherwise shop elsewhere. Read about best practice for creating delivery zones.
• Offer more delivery and pickup time slots
Flexibility matters to people with busy schedules. Adding extra delivery windows, such as early mornings, evenings or weekends, gives customers more choice and makes it easier for them to fit orders into their routine.
• Introduce on-demand or same-day delivery
When possible, provide faster delivery options. Some customers are willing to pay extra for convenience, and being able to offer quick fulfilment can help your store stand out. Integrating with courier services can make on-demand delivery easier to manage and more reliable. Learn more about courier integrations.
• Keep delivery costs low
Clear and affordable delivery fees encourage customers to order more often. You might set a free delivery threshold or offer a monthly delivery membership, giving customers unlimited deliveries for a set monthly fee. This approach makes frequent shopping more attractive and helps build long-term customer loyalty.
Take action, not just notes
- Make it a habit to check your dashboard each week. If you notice a rise in lapsing customers or churn, respond quickly to understand and resolve what’s driving the change.
- Don’t underestimate personal contact. A simple phone call or email to a high-value customer can bring them back.
- Use the tools already available in Myfoodlink to support your retention efforts.
Strengthening customer loyalty is an ongoing process. Myfoodlink will continue to release updates that support your efforts to grow repeat business.