Customer Churn Calculator

Measure the share of an opening customer cohort lost during a defined period.

How it is calculated

100 × lost opening-cohort customers ÷ opening-cohort customers

Interpret the result in context.

This measures customer churn, not revenue churn. Choose a clear period and loss definition. Do not include customers acquired and lost within the period in the numerator of this opening-cohort calculation.

Keep the source, collection period and inclusion rules alongside the result. An arithmetic calculation cannot establish whether the data represents your customers or whether a change was caused by a particular initiative.

Reference: Shopify: customer retention and churn.

Choose the next question.

Use the result to decide what to investigate, then connect it to customer comments and operational observations. A single metric cannot describe the entire experience.

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