The Customer Churn Rate is the percentage of paying subscribers who cancel their subscription during a chosen period. Tracking churn helps you:
Detect retention issues before they snowball
Quantify the impact of pricing, onboarding, or support changes
Forecast revenue by combining churn with growth metrics such as New Business or Expansion
1 | How Grow Slash Calculates the Customer Churn Rate
Core formula
Customer Churn Rate = ((Churned Customers − Joined & Churned Customers − Reactivated Customers) ÷ Customers at Beginning of Period) × 100
Grow Slash updates this metric for any time span—day, week, month, quarter, or year—by following four steps:
Baseline – Count all active paying customers at the start of the period.
Identify churn events – Count every customer who cancels during the period.
Adjust for short‑cycle churn – Subtract any customers who joined and churned within the same period; these users never contributed to the opening customer base.
Exclude reactivations – Subtract customers who churned earlier but reactivated during the period; they are part of the baseline and should not count as new churn.
Because these adjustments remove edge cases, the result reflects true attrition of your established customer base.
2 | Example
Suppose you analyze April:
Metric | Count |
Customers at 1 April | 1 200 |
Churned customers (April) | 90 |
Joined & churned in April | 10 |
Reactivated customers (April) | 15 |
Customer Churn Rate = ((90 − 10 − 15) ÷ 1 200) × 100
= (65 ÷ 1 200) × 100 ≈ 5.42 %
3 | Key Considerations
Rolling metric – Select any date range; Grow Slash recalculates using the same logic, so daily, monthly, or quarterly churn are always comparable.
Cohort clarity – Removing “joined‑and‑churned” and “reactivated” customers prevents double‑counting and keeps the focus on established subscribers who truly left.
Need help? – For scenario‑specific questions or deeper churn analysis, email metrics@growslash.com and our metrics specialists will be happy to assist.