Kiosk Business Simulation - Key Insight I Learned

Hello everyone, I just want to share my insight that I just learned when I was playing GoVenture Kiosk Business Simulation.

As I continue playing the GoVenture Business Simulation, one of the most valuable concept I’ve learned is Customer Loss Rate.

A question I kept asking myself was:

At what point should I actually intervene when I start losing customers?

In any real business, some customer loss is normal and unavoidable. But the real challenge isn’t eliminating loss completely, it’s knowing when the loss becomes a problem worth acting on.

Now this is easy to overlook when your business is small and serving only a few customers. But once you’re serving hundreds or even thousands, percentages matter far more than raw numbers.

About my Intervention Threshold

For my own decision-making, I set a rule:

Below 10% customer loss -> normal operational friction
10% or higher -> intervention required

Why 10% as my intervention threshold?

Losing 10% of potential customers also means losing roughly 10% of possible profit, which becomes significant at big businesses with big numbers. Below that threshold, I feel like intervening too often can lead to over-optimization and unnecessary changes.

So once customer loss exceeds 10%, that’s when I investigate the cause:

Is it slow service?
Pricing?
Product quality?
Capacity limitations?

How I Calculate Customer Loss Rate

With the help of AI, I found a simple and clear formula:

Customer Loss Rate (%) =(Customer Lost ÷ (Customer Served + Customer Lost)) × 100

This shows the percentage of total demand that went unmet.

For example:

Let’s say in one day of operating the kiosk:

Customers Served: 29
Customers Lost: 13

Total customer demand =29 (served) + 13 (lost) = 42

Now apply the formula:

Customer Loss Rate (%) =(Customer Lost ÷ (Customer Served + Customer Lost)) × 100

= (13 ÷ 42) × 100= 30.95%

So about nearly 1 out of every 3 potential customers walked away.

Why I feel like this formula matters to me

Customer Loss Rate is important because:

I don’t have to guess when to intervene
I avoid overreacting to normal business noise
It helps protect profit, not just revenue
It acts as a capacity stress indicator, showing when demand is exceeding my ability to serve customers.

I only started playing this Kiosk Business Simulation on day 3 and I already learned such a valuable concept, I'm looking forward to learn more as I keep playing it, especially the full business game! 👏🏼

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