What could bad service cost your store?

1How much does your store sell inside each month?

Inside sales only, excluding fuel.

2What is your average ticket?

The average amount spent per inside purchase.

NACS 2025 average basket: $7.69, excluding fuel. Source

Estimated transactions per month25,000

3How often does each customer visit?

Visits per customer, per month.

NACS reference: approximately 10 visits/month. Source

Estimated customers per month2,500

4What if bad service runs off this share of customers each month?

About 75 additional customers lost each month, per store.

The cost of lost customers

Across 1 store · Over 1 year · 37% gross margin

Margin reference: NACS 2023 in-store data
Adjust assumptions
Annual revenue$2,400,000

$200,000 per month × 12 months

Lost revenue / sales-$432,000
Total revenue change-18%
Lost gross profit-$159,840

A new group leaves each month. Their repeat purchases stay lost for the rest of the period. Gross profit is before operating expenses, not net profit.

Pythia Scorecard cost & potential ROI

Two registers per store. Costs cover the same stores and years selected above.

Hardware, one time$999 × 2 registers
$1,998
Software subscription$299/month per store × 12 months
$3,588
Total Pythia cost$5,586
Potential gross profit protected$159,840
Potential net return+$154,254
Potential ROI+2,761%

Net return = gross profit protected − Pythia cost. ROI = net return ÷ Pythia cost × 100.

Assumes Pythia prevents all the modeled customer losses. This is an illustration, not a guaranteed return. Hardware is charged once; software is $299/month per store. Taxes, installation, financing, and other operating costs are not included.

Protect + Grow

Keep customers you might lose, plus win additional new customers. Uses the same sales, visits, stores, years, and margin above.

Customers protected each month

Additional customers gained each month

Each rate follows Question 4 until you make a selection here. These choices only change Protect + Grow.

Gross profit protected$159,840
Additional gross profit gained$159,840
Total potential benefit$319,680
Less Pythia cost, counted once-$5,586
Potential net return+$314,094
Potential ROI+5,623%

Net return = protected gross profit + additional gross profit − Pythia cost. ROI = net return ÷ Pythia cost × 100.

Compared with losing customers and gaining none. Protected and new customers must be separate groups, so no customer is counted twice. Assumes the full modeled protection and growth are achieved. Illustration, not a guaranteed return. The same pricing and cost exclusions above apply.

The math behind your numbers
  1. Transactions: $200,000 ÷ $8 = about 25,000 per month.
  2. Customers: 25,000 transactions ÷ 10 visits = about 2,500 customers.
  3. New customers lost: 2,500 × 3% = about 75 each month, per store.
  4. Time: 1 × 12 = 12 months. Customers leave evenly through each month, so the average impact is 12 ÷ 2 = 6 months.
  5. Lost sales: 75 × 12 months × 1 store × 6 average months × $80 per customer/month = $432,000.
  6. Lost gross profit: $432,000 × 37% = $159,840.
  7. Annual revenue: $200,000 × 12 months × 1 store = $2,400,000.
  8. Total revenue change: $432,000 ÷ $2,400,000 × 100 = -18%. Revenue and impact cover the same year.

The selected percentage applies to the fixed starting customer estimate each month, not a shrinking pool. Ticket size and visits change the estimated customer count, but not the sales loss when monthly sales and the selected percentage stay the same.

Illustration, not a forecast. No return, replacement, natural churn, price changes, or discounting is included. Displayed estimates are rounded; calculations use unrounded values.

A 2007 Wharton/Verde Group retail study found that 3% of customers said they would not return to a store after being ignored by staff. Source: Knowledge at Wharton.