Churn and retention calculator
Three figures people routinely mean by "churn", calculated side by side, because they answer different questions.
Free, no sign-up, and nothing you type is sent anywhere — it is all arithmetic in your own browser.
One period, usually a month
Cancellations from that starting group only.
Upgrades and added seats from existing customers. New customers do not belong here.
- Customer churn
- 3.1%
- 13 of 420
- Gross revenue churn
- 5.1%
- $940.00 lost
- Net revenue retention
- 101.7%
- $1,250.00 expansion
Of 100 customers, at this rate
Compounded month on month, not multiplied by twelve — the group shrinks each month, so the same rate removes fewer people each time.
69 of every 100 customers would still be here after a year, and annual churn would be 31.4% rather than the 37.1% that multiplying by twelve suggests.
Customer churn and revenue churn are not the same number
Customer churn counts people: how many of the customers you started the period with had gone by the end of it. Revenue churn counts money: how much of the recurring revenue you started with is no longer there. They diverge the moment your customers are not all worth the same, which is immediately.
The direction of the gap tells you something specific. Revenue churn higher than customer churn means the accounts leaving are your larger ones. Lower means you are losing your smallest. Neither is visible if you only track one of the two, which is why they are calculated together here.
- Customer churn
- Customers lost ÷ customers at start
- Gross revenue churn
- Revenue lost ÷ revenue at start
- Net revenue retention
- (Start − lost + expansion) ÷ start
- Never below zero
- Gross churn cannot be negative — expansion is a separate figure
Why net revenue retention can exceed 100%
Because existing customers can spend more. If the accounts that stayed upgraded, added seats or moved up a tier by more than the departing accounts took away, the cohort you started the month with is worth more at the end of it than at the start — and net revenue retention goes above 100%.
That is the figure worth watching, and it is also the one most easily flattered. Keep new customers out of it: net revenue retention is about the cohort you already had, so counting new business turns it into a growth rate wearing a retention label. This tool asks for expansion separately for exactly that reason, and never asks for new revenue at all.
Pick a period and keep it
Monthly is the usual choice for a business billing monthly, and it is what the projection above assumes. Annualising a monthly rate by multiplying by twelve overstates it, because the base shrinks each month — 5% monthly churn is roughly 46% over a year, not 60%. The projection compounds properly rather than multiplying.
Whatever you choose, be consistent about the boundary. Counting a customer who cancelled on the last day of the month as churned in that month and also as active at the start of the next one is the most common way these figures quietly stop reconciling.
These figures, without the typing
Connect a payment account with a read-only key and the same numbers are computed from your own orders, across every provider you sell through.