Did you ever wonder how many clients a good public adjusting business keeps coming back?

What Is A Good Average Retention Rate?

You use retention rate to see how many clients stay with a service over time. You count clients at the start and at the end. You then compare the numbers. You get a percent. That percent tells you how well a business keeps clients. You read this percent the same way you read a grade on a test. A higher percent means better keeping.

Why retention matters for you as a homeowner in Florida

You live in Florida. You face storms, heavy rain, roof leaks, and sometimes fires. You want a public adjuster who helps you after damage. You want someone you can trust again. You want a clear path to fair payment from the insurance company. A strong retention rate tells you that other homeowners trusted that adjuster before. That trust can help you choose the right help after a claim.

Types of retention rates that matter to a public adjuster

You should watch three kinds of retention. Each one tells a different story.

Client retention. You keep past clients who hire you again. You also keep clients who call you back for smaller work. This shows real loyalty.
Referral retention. Past clients send new clients to you. This shows trust. You keep more business without extra ads.
Employee retention. You keep good adjusters on your team. This keeps your service steady. Good staff helps keep clients.

How to calculate retention rate

You can find the retention rate with one small formula. Use simple numbers. Keep your math easy.

Formula:
Retention Rate = ((Customers at End – New Customers) / Customers at Start) × 100

You start with how many clients you had at the start of the period. You count new clients you gained during the period. You count how many clients you had at the end of the period. Then you use the formula.

Example table:

Item	Number
Customers at start	100
New customers during period	30
Customers at end	110
Retention rate	((110 – 30) / 100) × 100 = 80%

You follow the steps. You plug your numbers. You get your percent.

Simple examples you can understand

You serve 100 homeowners in one year. You sign up 40 new homeowners during the year. You finish the year with 120 homeowners. You use the formula:

((120 – 40) / 100) × 100 = 80%

You kept 80% of the clients you had at the start. You gained new clients too. You did well.

Another example for a public adjuster who handles claims only once:
You start with 20 past clients who might hire you again. You get 10 new clients. You end with 25 clients who come back or stay in contact. Your retention:

((25 – 10) / 20) × 100 = 75%

You see the percent. You see how many come back. That helps you plan.

Benchmarks and realistic targets

You must know that different businesses have different norms. You must compare to the right norm. Public adjusters differ from other services. You must use benchmarks that match the type of work.

General service business benchmarks:

Business type	Good annual retention
Local service businesses (plumber, electrician)	60%–80%
Subscription services (not relevant to adjusters)	70%–95%
Insurance agencies (personal lines focus)	80%–90%

Public adjuster realistic targets:

Metric	Target range
Repeat client retention (annual)	20%–40%
Referral conversion rate	20%–50%
Total client contact retention (mailing list, follow-up)	60%–80%

Why the difference? You call a public adjuster when you have a claim. Many homeowners have claims rarely. You do not expect every client to return every year. You do expect referrals and long-term contact. You aim for more trust and more referrals than repeat hires.

Why public adjuster retention looks different

A public adjuster serves clients when damage happens. You might help a client once after a hurricane. That client may not need help again for years. That client can still refer you to friends. You keep them in your contact list. You send updates and tips. You keep their trust. You earn future referrals. You also keep staff who can handle hurricane seasons. That staff helps you keep clients steady when storms strike.

Other metrics you must watch

Retention alone does not show the whole story. You should check other numbers too.

Referral rate. You count how many new clients come by word of mouth. You track who sent them. A high referral rate means trust.
Claim value recovered. You track how much money you help clients get from insurers. High recovery shows skill.
Resolution time. You track how long claims take to finish. Short, fair settlements make clients happy.
Customer Satisfaction (CSAT). You ask clients to rate you. You keep the ratings for trends.
Net Promoter Score (NPS). You ask clients how likely they are to recommend you. You use the score to spot fans.

You use these numbers together. You avoid making decisions from one number only.

How you can improve client retention as a public adjuster

You can take many small steps that add up. Use clear actions. Use these steps to keep clients and get referrals.

Communicate simply and often.
- You send short updates. You say what happened and what happens next.
- You pick clear words. You avoid long jargon.
Offer a free initial inspection.
- You inspect damage for free. This builds trust.
- You explain the scope and next steps clearly.
Show proof of work.
- You document damage with photos and notes.
- You keep a file that you share with the client.
Explain the claim process.
- You tell the client each step.
- You tell the client how long each step may take.
Set fair expectations.
- You say what you can and cannot do.
- You give honest time and value estimates.
Handle paperwork.
- You manage the forms and evidence.
- You file on time and follow up.
Train your team.
- You coach your staff to be polite and fast.
- You keep staff informed on legal and policy updates.
Ask for feedback and use it.
- You ask a simple question after the claim.
- You act on common complaints.
Build a local presence.
- You show that you know Florida weather and codes.
- You help clients with local procedures.
Reward referrals.
- You thank clients who send referrals.
- You give simple thank-you notes or small gestures.

You repeat these steps. You watch the numbers. You adjust the steps when needed.

How to track retention day by day and year by year

You must collect simple data. You can use a spreadsheet or a small app. You record each client and the date of each claim. You mark how the claim ended. You mark whether the client referred someone. You mark whether the client returned.

You build a list like this:

Client name	First claim date	Last claim date	Referred someone	Referred by
Jane Doe	2018-09-10	2023-10-05	Yes	John Smith
Mark Lee	2020-06-01	2020-06-01	No	–

You update this list often. You run the retention formula each year. You watch for trends.

Example calculations for your office

Scenario A — small office:

Start year clients: 50
New clients during year: 35
End year clients: 60
Retention: ((60 – 35) / 50) × 100 = 50%

Scenario B — office focused on follow-up and referrals:

Start year clients: 80
New clients during year: 40
End year clients: 110
Retention: ((110 – 40) / 80) × 100 = 87.5%

You compare your result to target ranges. You plan steps to get closer to the better number.

What a good retention rate means for your business health

You want more than a number. The percent must show true value. You must check:

Did the clients stay because you were kind and fast?
Did the clients stay because you did good work for them?
Did the clients stay because you handled their claims well and got fair payments?

If the answers are yes, you keep your brand strong. You will get steady referrals. Your business grows when you help clients well.

Common reasons clients leave — and how you fix them

You must know why clients leave. You can fix those issues.

Slow response time.
- Fix: Answer calls and messages quickly.
Poor communication.
- Fix: Give clear updates and next steps.
Missed deadlines.
- Fix: Use calendars and follow-up reminders.
Confusing billing.
- Fix: Explain fees in plain words. Confirm contingency fee arrangements.
Lack of trust.
- Fix: Show proof. Show recovery results. Show references.
Weak documentation.
- Fix: Keep clear photos, notes, and receipts.

You fix small things first. Small fixes make big changes in retention.

How to measure referral retention

You must track referrals separately. You count how many new clients came from past clients. You aim to increase that number. You then try to improve the referral conversion ratio.

Referral conversion ratio formula:
Referral Conversion = (Referral Clients / Total New Clients) × 100

Example:

Referral clients: 30
Total new clients: 60
Referral Conversion = (30/60) × 100 = 50%

You raise the number by asking for referrals and by making clients happy. You thank referring clients. You keep a record of who referred whom.

How employee retention affects client retention

You must keep good staff. Staff know the claim steps. Staff know clients. Staff build trust. When staff leave, you lose the human links. Clients may feel lost.

Tips to keep staff:

Pay fair wages.
Offer training.
Keep a good schedule for busy seasons.
Create a positive workplace.

When staff stay, clients feel familiar. Familiarity increases retention.

The role of technology in keeping clients

You can use simple tools to help you keep clients.

CRM (Customer Relationship Management). You store client data and notes. You automate reminders.
Photo and file storage. You save images and documents in one place.
Automated emails or text messages. You send short updates to clients.
Online reviews. You ask satisfied clients for reviews.

Technology saves time. Time lets you answer faster. Fast answers keep clients.

Specific steps you can take in Florida

Florida gives you special needs. Hurricanes and heavy rain create many claims. You must act fast after a storm.

Mobilize teams quickly after a storm.
Offer free initial inspections within days.
Prepare simple pre-storm messaging that tells clients what to do if damage happens.
Educate clients on common policy terms like deductible and coverage limits.
Keep a list of trusted repair contractors and share it with clients.

You prove you know the local rules and weather. Clients feel safer. That safety boosts retention.

Pricing and payment model that supports retention

You use a contingency fee model as many public adjusters do. That model helps clients feel secure. You only get paid when you win money for them. You explain this model clearly.

You make the fee clear in writing. You show the percent and how it applies to settlements. You answer questions simply. Clear terms build trust. Trust keeps clients.

How to use feedback to raise your retention

You ask one or two simple questions after each claim. You use the answers to improve.

Simple questions to ask:

Did we explain the process in a way you understood? (Yes/No)
Would you recommend us to a friend? (Yes/No)
What one thing could we do better?

You read the answers weekly. You act on common problems. You tell clients you made changes because of their feedback. That shows you listen.

Small gestures that keep clients

You can use small acts to show care. Small acts add up to trust.

A short thank-you note after a claim closes.
A reminder about roof checks before hurricane season.
A post-storm safety checklist in simple language.
A quick call to check how repairs went.

You do not need big gifts. You need small, honest actions.

How to present your retention numbers to clients and partners

You sometimes share retention info with partners or clients. You do it simply. You use plain numbers and short phrases.

Example statement:
“We keep 75% of our past clients in our long-term contact list. Many clients refer their friends. We also win fair settlements that help homeowners rebuild.”

You back up the statement with a simple result, like an example claim value recovered. Clients trust numbers when they are clear.

Common myths about retention

You must avoid common myths.

Myth 1: High retention means no marketing needed.

Truth: You still need marketing to grow.

Myth 2: Retention only matters for subscription businesses.

Truth: Retention matters to any service that relies on trust and referrals.

Myth 3: Low retention means your service is bad.

Truth: For public adjusters, low repeat work can come from the nature of claims. Look at referrals and satisfaction too.

You check the facts. You use numbers in context.

How to set realistic retention goals for your office

Set small, clear steps. You pick a current baseline. You pick a target that takes 6 to 12 months to reach. You make the target specific and measurable.

Steps:

Calculate your current retention rate.
Pick an achievable increase (for example, +5 to +15 percentage points).
List 3 actions you will take.
Set a review date in 3 months.

You measure often. You change the plan if it does not work.

Example goal plan

You start with a 50% retention rate. You aim for 60% in one year.

Actions:

Send a follow-up email within 48 hours after a claim.
Offer one free inspection day each quarter.
Ask for feedback and one referral after each closed claim.

You check the retention percent every three months. You adjust the steps if needed.

How a local firm like Otero Property Adjusting & Appraisals helps

You need help from an experienced public adjuster in Florida. Otero Property Adjusting & Appraisals helps homeowners across Florida. Otero inspects damage for free. Otero only gets paid when you receive payment. Otero negotiates with your insurance company for you. Otero knows Florida rules and storm patterns. You can call them for fast help and honest answers.

You can reach Otero at:
Otero Property Adjusting & Appraisals
3105 W Michigan Ave, Pensacola, FL 32526
(850) 285-0405
https://oteroadjusting.com/

You bring the damage details. Otero performs a free inspection. Otero explains the likely steps. Otero works to get you the compensation you deserve.

Why choose a local public adjuster instead of handling the claim alone

You may think you can do it all. But claims involve policy language and insurer tactics. A public adjuster knows how to present damage, value losses, and argue for fair settlements. A local adjuster knows local codes and contractor costs. You save time and reduce stress. You increase your chance of a fair recovery.

How to check a public adjuster’s retention and reputation

You ask for references. You look for local reviews. You ask for examples of past settlements. You ask how many clients refer them. You ask about their follow-up process. You ask about their free inspection offer. You ask about contingency fee terms. Keep the questions short and clear.

Final checklist you can use when choosing an adjuster

Do they offer a free initial inspection?
Do they work on a contingency fee?
Do they have local Florida experience?
Do they show past client results?
Do they explain the claim steps simply?
Do they answer your calls and messages quickly?
Do they ask for client feedback?

You use this checklist to find the adjuster that fits you.

Short summary you can keep

You measure retention to see how many clients stay. Public adjusters have a different pattern than subscription businesses. You should watch repeat hires, referrals, and contact lists. You should also watch claim recovery and satisfaction. You improve retention with simple actions: fast answers, clear steps, good documentation, and small gestures. You use technology and local knowledge. You track numbers and act on feedback.

If you want a local team in Florida that offers free inspections and a contingency fee model, contact Otero Property Adjusting & Appraisals. They help Florida homeowners before and after storms and other damage. They work to make sure you receive fair compensation under your policy.

Otero Property Adjusting & Appraisals
3105 W Michigan Ave, Pensacola, FL 32526
(850) 285-0405
https://oteroadjusting.com/

You keep one simple goal: help homeowners get what they deserve. You build trust. Trust earns retention and referrals. You do that one client at a time.