Churn Rate

The share of a company’s customers who have stopped, or are going to stop, using its services during a period, compared with its total customers. In other words, churn is about customer retention. It matters to subscription businesses such as gyms and streaming services, and also to restaurants, retailers and banks. In Bianca’s real case project on bank data, about 20% of customers had churned, and age, salary and credit score had the most influence on how long customers stayed.