Churn By Customer Report
The Churn by Customer report shows how many customers are canceling or have subscriptions ending in a given month. Churn is calculated differently by different customers. As a result, the structure of the Churn by Customer report is different from most other NetSuite reports. It allows for the addition of fields.
To view the Churn By Customer report:
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Go to Reports > Subscriptions > Churn by Customer.
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If you want to customize the report, click Report Customization.
For more information on reporting, see Reporting Overview.
The following table provides a list of columns and their definitions.
Column |
Definition |
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Customers at beginning of month |
The number of customers with active subscriptions at the beginning of the month. |
Customers at end of month |
The number of customers at the end of the month. This total is calculated by adding net new customers to the number of customers at the beginning of the month. |
New Customers |
Customers who activated their first new subscription at any point in the month. |
Churned Customers |
Customers whose subscriptions have all closed or terminated in the month. |
Net New Customers |
New customers minus churned customers. This can be a positive or negative number. |
Customer Churn % |
Churned customers divided by customers at the beginning of the month. |
Notes about calculating churn and customers:
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Churn is included only in the month that the subscription ends.
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The default date selection is Last Rolling Year. This report only shows information for full months of data.
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Customers with a subscription in the first month of data collection are counted toward total customers.
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All customers in the first month of data collection are considered new customers.
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Customer churn % is calculated as: churned customers divided by new customers, then multiplied by 100 in the first month of data collection.
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Suspended subscriptions do not count toward churn.
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If the number of customers at the beginning of the month equal zero (0), the customer churn % cannot be calculated.