Posted inCustomer / Marketing / Telecommunications

Churn Rate

Definition of this KPI:
The percentage of customers or subscribers who stop using a product or service over a specific period of time. It is often used in industries like telecommunications, software as a service (SaaS), and subscription-based businesses to assess customer retention.

  • This KPI can be calculated as: (Customers Lost during a Period / Total Customers at the Beginning of the Period) × 100
  • The KPI will be measured as: percentage (%)
  • How to interpret the KPI: lower is better
  • The strategic objective to measure with this KPI: Retention of customers/increase sales; Customer Satisfaction
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