The only way to measure customer or client retention is to see how many customer or clients a business has year on year against previous periods.
This is one piece of data that provides a good indicator without the need for accountants to play games.
Describing BA as a high margin, low volume premium customer is a sweeping statement, when looking at the competition…..
BA is a business that needs to keep its revenue stream happy – if customers and clients walk, because services and standards such as lounge offerings have fallen, it will have an effect on the business.
Are BT posters going to be represented on the 19/20 June??