About two-thirds of its sales are attributable to multiyear maintenance, repair and operations contracts, with an average annual retentionrate for these contracts since 2000 running at 95%.
With a customer retentionrate of 60%, Honda is well above the industry average loyalty of 49% and second only to Hyundai's 64% repeater ratio, according to a January survey by researcher J.
Giant Food, an east-coast supermarket chain, compares its 90-day retentionrate of 79% for ex-welfare recipients with a dismal company-wide average of 50%.