CX & Support Metrics

Customer Churn Rate

Définition

Customer churn rate is the percentage of customers who stop doing business with a company over a given period — canceling, not renewing, or lapsing — relative to the total at the start of that period.

Aussi connu sous : churn rateattrition ratecustomer attrition

How to calculate it

The formula is: (customers lost during the period ÷ customers at the start of the period) × 100. If you began the month with 1,000 customers and 50 left, monthly churn is 5%.

You can measure churn by customer count (logo churn) or by revenue (revenue churn), and the two can differ sharply if the customers you lose are larger or smaller than average. Churn and retention rate are complements — together they sum to 100%.

Why it matters

Churn is one of the most important health metrics for any recurring-revenue business: high churn quietly erodes growth no matter how strong acquisition is. Support quality is a major driver — customers who repeatedly hit unresolved issues or slow help are far more likely to leave — which ties CX metrics directly to revenue.

Questions fréquentes

What is a good churn rate?

It varies by business model and segment — small-business SaaS often runs higher monthly churn than enterprise. The meaningful question is whether churn is trending down and whether your retention outweighs it for healthy net growth.

How does support affect churn?

Strongly. Slow responses, unresolved issues, and high effort push customers toward competitors, while fast, effective resolution builds the loyalty that keeps churn low.

Termes liés

Customer Retention Rate

Customer retention rate is the percentage of existing customers a company keeps over a given period, excluding any new customers acquired during that time..

Customer Lifetime Value (CLV)

Customer lifetime value (CLV) is the total net revenue a business can expect from a single customer across the entire length of their relationship..

Customer Health Score

A customer health score is a composite metric that combines signals like product usage, support activity, satisfaction, and engagement into a single rating that predicts whether a customer is likely to renew, grow, or churn..

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a company, product, or service to others, on a 0–10 scale..

Customer Effort Score (CES)

Customer Effort Score (CES) is a metric that measures how much effort a customer had to expend to get their issue resolved or their request completed, usually from a short post-interaction survey..

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