PALLAS / CALCULATOR
Customer Churn Rate Calculator
Calculate the percentage of a starting customer cohort lost during a defined period. The numerator and denominator must refer to the same period and customer definition.
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INPUT
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Method & formula
Customer churn divides customers lost during the period by customers at the start of that same period. This model measures logo/customer churn, not revenue churn.
- Customer churn % = customers lost / customers at start * 100
- Retention complement % = 100 - churn %
Example
If a period starts with 1,000 customers and 50 leave, customer churn is 5% and 950 of the starting cohort remain.
Sources & standards
FAQ
Is this revenue churn?
No. This calculator counts customers. Revenue churn needs recurring revenue at the start and recurring revenue lost, which is a different metric.
Can customers lost exceed starting customers?
Not in this cohort model. If it happens, your periods, customer definitions or source data are inconsistent.