Customer retention
Customer churn calculator
Calculate the share of a starting customer cohort that has left by period end. Separate customer loss from revenue loss.
Your inputs
Showing a worked example. Inputs are read-only until the calculator is ready; the example result remains visible.
Count unique paying customers, not subscriptions or free trials.
Exclude customers who joined during the period and customers who returned before period end.
Customer churn
5%
Customer retention
95%
For the measurement period you chose.
The calculation
Customer churn = customers lost from the starting cohort ÷ starting customers × 100
Rounded for display. Read the assumptions below before comparing this result with your billing system.
What this number includes
- Use the same cohort and a completed period for both counts.
- Count unique paying customers. Exclude free plans and trials.
- The lost-customer input is already adjusted: exclude joined-and-churned customers and those who churned and reactivated during the period. Do not subtract those customers again.
- Customer churn weights each account equally. Review revenue churn too, especially when contract values vary.
Definition reference: ChartMogul: customer churn definition. Methodology reviewed September 15, 2026.
A worked example
Illustrative example: losing 10 of the 200 paying customers present at the start gives 5% customer churn and 95% customer retention.
Should new customers enter the denominator?
Not in this starting-cohort calculation. Use the customers present at the beginning, and count losses only from that cohort.
What is a good churn rate?
There is no universal target. Compare equivalent periods, customer segments, price points, and business stages. This tool calculates a rate; it does not assign a benchmark.
Your next question
Which signup cohorts, plans, and acquisition channels are losing customers?
Connect your data in SyneHQ, inspect the query behind your answer, and save a dashboard for your next review.