Monthly Customer Metrics: Quarterly Snapshot

APRIL 2025

Understanding how your organisation stacks up can help sharpen strategy and spark action. Each quarter, we track key performance trends across the Mutual Banking sector, delivering insights to help you stay ahead.

General stats since July 2024

• Customer Growth/Retention: ▼ 0.3% 

• Customer Value: ▲ 3.5% 

• Customer Engagement: ▲ 0.8%  

​Key Averages

• Average Customer Value: $909

• Average Engagement Score: 6.14

Since July 2024, one client boosted their Customer Value by 10.8%, while another saw a 2.9% lift in Customer Engagement by March 2025. A great sign that smarter strategies are driving real results.

Insights: What the Data’s Telling Us
While Customer retention remains a challenge, with overall customer numbers dipping slightly, there are some promising signs:

• 91% of organisations have lifted customer value, thanks to a stronger focus on deposit acquisition and retention.

• Engagement is on the rise, even after the usual seasonal drop-off seen post-November. This flat trend is consistent with previous years and expected to hold steady through to June.

Want to track your stats? Ask us about Spark’s Monthly Dashboard (D013).