Churn Rate

customer experience

What is Churn Rate?

Churn rate is one of the essential metrics that help companies determine the trend of their customers, employees, and revenue within a given time. If you don't know the number of customers you lose every month or year, you may not know how such losses impact your revenue. You will also be unable to create necessary improvements to reduce the turnover rate, thus limiting the company's success.

Types of Churn

Churns are either voluntary or involuntary. Whichever the case, they result in loss of customers or employees and revenue. They have various causes and require different prevention strategies.

Voluntary Churn

Voluntary churn occurs when customers or employees actively choose to cease their subscription with your company due to personal reasons. To minimize this type of churn, you should deeply engage them to understand their level of satisfaction with your products and services and what they would like improved.

Involuntary Churn

Involuntary churn occurs when the business passively discontinues the services they provide to the customers or employees due to non-payment. For example, if customers attempt to pay for a particular service, but the payment fails, the subscriptions definitely fail and a customer ceases the service.

Types of Churn Rates to Measure

No matter the business's structure, churn rate can give valuable information that supports operations and enhances profitability. Some types of churn rate to measure in your business include:

Customer Churn Rate

Customer churn rate, also called customer attrition rate, is a business metric for measuring the proportion of customers who canceled their subscriptions or ceased their services over a specified period. It is calculated by dividing the number of customers lost within a certain period by the total number of customers at the start. The ratio is then multiplied by 100 to obtain the percentage value.

Employee Churn Rate

Employee churn rate, commonly known as employee turnover rate, is an essential human resource metric that determines the number of employees who leave organizations within a particular period.

Revenue Churn Rate

The revenue churn rate measures the total revenue company losses within a specific period from existing customers, including those who downgrade their plans. This metric correlates to customer churn to show how best a company can retain the contract value of the existing customers to ensure success.

Gross Revenue Churn Rate

The gross revenue churn rate is the percentage of recurring revenue a company loss due to non-renewable subscriptions, cancellations, and downgrades within a specific period.

Net Revenue Churn Rate

The net revenue churn rate is the percentage ratio that measures the revenue company losses from downgrades and cancellations after factoring in the revenue generated by the existing customers. It is the difference between the lost revenue and new revenue accrued in a specific period against the total revenue at the beginning of the period.

Churn Rate FAQs

What is a Good Churn Rate?

Ideally, a churn rate of zero is great for any business structure. It indicates the organization loses zero subscribers, but such a rate is never real. A churn rate of 2% to 8% is considered good, especially for companies that offer self-serve solutions.

How Do You Calculate the Churn Rate?

The churn rate is determined by dividing the number of lost customers, employees, or revenue by the total number of customers, employees, or revenue at the beginning of the period.

Why is it Important to Measure Churn Rate?

Measuring churn rate helps a company know the number of customers they lose within a specified period and help in devising retention strategies:

Understand Business Performance

Measuring churn rate helps you measure the overall health of your business. When a customer leaves, your business loses a significant amount of revenue and will likely incur more costs to attract new customers.

Understand Employee Satisfaction

Customer churn rate is one of the greatest ways to track overall customer satisfaction. It is the first key performance indicator (KPI) and helps you understand the underlying causes of turnover and possible solutions.

Remain Competitive and Prepared in The Face of Competition

Measuring churn rate helps companies determine the average customer lifetime value (LTV). As a result, they can devise mechanisms to increase retention and develop new ways of acquiring new ones to get an edge in the highly competitive market.