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. Consequently, 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:

Go to Reports > Subscriptions > Churn by Customer.
If you want to customize the report, click Report Customization.

For more information about reporting, see Reporting Overview.

The following table provides a list of columns and their definitions.

Column	Definition
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.

Column

Definition

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:

Churn is included only in the month that the subscription ends.
The default date selection is Last Rolling Year. This report only shows information for full months of data.
Customers with a subscription in the first month of data collection are counted toward total customers.
All customers in the first month of data collection are considered new customers.
Customer churn % is calculated as: churned customers divided by new customers, then multiplied by 100 in the first month of data collection.
Suspended subscriptions do not count toward churn.
If the number of customers at the beginning of the month equal zero (0), the customer churn % cannot be calculated.

General Notices