Churn Analytics Intro

Please be aware that Churn Analytics is currently in Beta status.

Using and Understanding Chargify Churn Analytics Reports

Your Churn Analytics Reports are available from the “Analytics” tab, within the “Churn” sub-tab.

MRR Churn Chart and Table

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.

Retention Cohorts

The Retention Cohorts tabke 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.