MihsabaHow to use
Calculate the share of starting customers retained through period end after excluding newly acquired customers.
- Enter Starting customers.
- Enter Ending customers.
- Enter New customers.
- Calculate, then review the metric definition and comparison limits.
How it is calculated
Example
Starting with 1,000 customers and ending with 950 including 100 new means 850 starting customers retained: 85% retention and 150 lost.
Important notes
The figures must represent a defined starting cohort and genuinely exclude new customers. Reactivated customers need a consistent classification policy.
Worked examples and interpreting results
Starting with 1,000 customers and ending with 950 including 100 new means 850 starting customers retained: 85% retention and 150 lost.
| Case | Calculation | Result |
|---|---|---|
| Retained | 950 − 100 | 850 |
| Retention rate | 850 ÷ 1000 × 100 | 85 % |
How to check the result
The figures must represent a defined starting cohort and genuinely exclude new customers. Reactivated customers need a consistent classification policy.
Frequently asked questions
Are reactivated customers new or retained?
Use a consistent policy based on your analysis definition. The key is not changing classification across periods without disclosure.
Should the inputs use the same period?
Yes. Use figures from the same reporting period and accounting definition so balances and flows remain comparable.
Is the result enough for a decision?
No. The metric summarizes a numerical relationship; compare it with company history, industry context, and accounting or operating policies.