Customer Retention Calculator
Enter your customer counts and survey responses once, and see behavioral retention (churn, retention rate) alongside sentiment (NPS), the leading indicator that often predicts the behavioral numbers before they move.
Customer Counts
Survey Responses
Results
Churn Rate
Customer Retention Rate
NPS
What This Means
Churn rate is 3.0%, which puts customer retention rate at 97.0% once new customers are set aside. An NPS of 45 is a strong sentiment signal, and NPS often moves before churn does, so it's worth watching as an early indicator, not just a lagging confirmation.
Why It Matters
Churn rate and retention rate report what already happened. NPS reports how customers feel right now, which is why a dropping NPS is often the earliest warning that churn is about to rise, well before it shows up in the account numbers. Reading them together turns a lagging metric and a leading one into a single early-warning system.
Example
A company starts the quarter with 1,000 customers, loses 30, and acquires 120 new ones, while a satisfaction survey finds 60% promoters and 15% detractors. Churn rate is 3%, retention rate is 97% once new customers are excluded, and NPS is 45, a strong score that suggests the current churn rate is more likely to hold steady or improve than to suddenly worsen.
Included Calculators
Each number above also has its own standalone calculator, in case you only need one.