Your Churn Analytics are available from the “Insights” tab, within the “Churn Analytics” sub-tab.
For a brief overview of what the Subscription & Churn report offers, we recommend viewing an archived copy of our webinar that was showcased upon release of the feature. You can access the video below:
The “MRR Churn” chart and table break down your churn numbers across different categories. It is important to note that churn only looks at your existing paying customer base, excluding new business.
- Subscriber Churn Rate: The rate at which your customers are cancelling their subscriptions. Calculation: Subscriber Churn Count / Start of Period Subscriber Count.
- MRR Churn Rate: The rate at which MRR is lost from canceled subscriptions. Calculation: Churn MRR / Start of Period MRR.
- Gross MRR Churn: The sum of MRR lost from both canceled subscriptions and contraction (downgrades). Calculation: Churn MRR + Contraction MRR.
- Gross MRR Churn Rate: The rate at which MRR is lost from both canceled subscriptions and contraction. Calculation: (Churn MRR + Contraction MRR) / Start of Period MRR
- Net Churn MRR: The sum of MRR lost from canceled subscriptions and contraction (downgrades) plus gained from expansion (upgrades) and reactivation (cancelled accounts that come back). Calculation: (Churn MRR + Contraction MRR) + (Expansion MRR + Reactivation MRR). Note: Net Churn MRR includes losses and gains from your existing customer base, which means it can be positive. Positive Net Churn MRR indicates the value of your existing customer base is growing without factoring in any new business.
- Net MRR Churn Rate: The rate at which MRR is lost (or gained) from canceled subscriptions and contraction plus gained from expansion and reactivation. Calculation: Net MRR Churn / Start of Period MRR. Note: Because Net MRR Churn Rate is calculated using Net Churn MRR (above), it is the only churn rate that can be negative—commonly referred to as “negative churn.” Negative churn indicates the value of your existing customer base is growing without factoring in any new business.
At the top of the report you can toggle in between charts to visualize each of the key churn metrics above.
The Retention Cohorts table cohort looks at retention over time. You can toggle between MRR retained as a either a percentage or dollar amount OR subscribers retained as either a percentage or number amount.
Please refer to the Understanding Lifetime Value section in the Analytics FAQ for more context on how these values are calculated.
Your Churn Analytics can be filtered by product. This allows you to drill in to your product catalog to understand how subsets of products are performing.
Using the “All Products” dropdown, select the product(s) that you wish to filter by. As products are selected, your report will automatically refresh to show an updated report.