{"id":16411,"date":"2024-04-04T10:26:02","date_gmt":"2024-04-04T10:26:02","guid":{"rendered":"https:\/\/userpilot.com\/blog\/churned-user\/"},"modified":"2026-02-17T13:34:27","modified_gmt":"2026-02-17T13:34:27","slug":"churned-user","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/churned-user\/","title":{"rendered":"Too Many Churned Users? How to Minimize Churn in SaaS"},"content":{"rendered":"<p>Churn is the enemy of <a href=\"https:\/\/userpilot.com\/product\/product-growth-insights\" target=\"_blank\" rel=\"noopener noreferrer\">product growth<\/a>. A churned user means lost future revenue and a waste of the resources it took to acquire them.<\/p>\n<p>How do you lower your churn rate and make sure all your users stick around?<\/p>\n<p>In this article, we&#8217;ll show you:<\/p>\n<ul>\n<li>What customer churn is and why it matters.<\/li>\n<li>How to calculate churn rate so you know where you stand.<\/li>\n<li>Common reasons why your churn rate may be too high.<\/li>\n<li>6 strategies to improve your churn rate and retain more of your customer base.<\/li>\n<\/ul>\n<p>Let&#8217;s get started.<\/p>\n<h2>Summary of churned users in SaaS<\/h2>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/product-churn-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer churn<\/a> occurs when customers cancel their subscription to a product or service.<\/li>\n<li>A churned user matters because it&#8217;s harmful to growth. For one, churned users leave negative reviews. And it&#8217;s more expensive to acquire new customers rather than <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">retain <\/a>them.<\/li>\n<li>High customer churn tanks future growth because it&#8217;s hard to offset the loss in monthly recurring revenue.<\/li>\n<li>Calculating churn can be completed with three methods. To <a href=\"https:\/\/userpilot.com\/blog\/saas-churn-calculation\/\" target=\"_blank\" rel=\"noopener noreferrer\">calculate the churn rate<\/a>, divide the number of churned users in a given period by the total number of customers at the start of the period. Then multiply it by 100.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/revenue-churn-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Revenue churn<\/a> is how much money you&#8217;ve lost because of cancellations. To calculate this figure, divide the net revenue lost from existing customers in a given period by the total revenue at the beginning of the period.<\/li>\n<li>To calculate your <a href=\"https:\/\/userpilot.com\/blog\/negative-churn-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">negative churn<\/a> (net MRR churn rate), first, subtract your <a href=\"https:\/\/userpilot.com\/blog\/expansion-mrr\/\">expansion MRR<\/a> from your churned MRR. Then, divide that by your starting MRR and multiply that number by 100.<\/li>\n<li>If you&#8217;re a SaaS company, the ideal churn rate is between 5-7%. If you&#8217;re a newer startup, your churn rate will likely be higher.<\/li>\n<li>There are four main reasons why customers churn. First, you may have failed to <a href=\"https:\/\/userpilot.com\/blog\/customer-onboarding-process\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboard new customers<\/a>\u00a0and deliver value.<\/li>\n<li>Another reason could be because of <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">bad customer service<\/a> given to an existing customer.<\/li>\n<li>Sometimes users churn because of <a href=\"https:\/\/userpilot.com\/blog\/saas-pricing-models\/\" target=\"_blank\" rel=\"noopener noreferrer\">price issues<\/a> \u2013 either you misled them with the value of your product, or they don&#8217;t think the value matches the price outright.<\/li>\n<li>Finally, customers churn because of <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-experience-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">difficult user experiences<\/a> that make it a struggle to use the product.<\/li>\n<li>To reduce your churn rate, start by <a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalizing<\/a> your onboarding experience to meet specific user expectations.<\/li>\n<li>Also, collect customer feedback with <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">surveys<\/a> and analyze customer data with product analytics to make informed improvements.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/proactive-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">Proactively<\/a> reach out to <a href=\"https:\/\/userpilot.com\/blog\/nps-detractors-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">detractors<\/a> who are at risk of churning and offer 1-on-1 help.<\/li>\n<li>If customers still want to cancel, ask them why they&#8217;re leaving in open-ended <a href=\"https:\/\/userpilot.com\/blog\/churn-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">cancellation surveys<\/a>. That will help you prevent future churn and attract the right users.<\/li>\n<li>Want to get started with churn management? <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\">Book a demo<\/a> with Userpilot and we will show you how!<\/li>\n<li style=\"list-style-type: none;\"><\/li>\n<\/ul>\n<p><!--ARCADE EMBED START--><\/p>\n<div style=\"position: relative; padding-bottom: calc(56.8027% + 41px); height: 0px; width: 100%;\"><iframe loading=\"lazy\" src=\"https:\/\/sw11.userpilot.com\/WkWUNQj7WT4QoqhLSQbE?embed&#038;embed_mobile=tab&#038;embed_desktop=inline&#038;show_copy_link=true\" title=\"Churn Prevention\" frameborder=\"0\" loading=\"lazy\" webkitallowfullscreen mozallowfullscreen allowfullscreen allow=\"clipboard-write\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%; color-scheme: light;\" ><\/iframe><\/div>\n<p><!--ARCADE EMBED END--><\/p>\n<h2 id=\"eg9qq\"><strong>What is customer churn?<\/strong><\/h2>\n<p>Customer churn (also called customer attrition) refers to the rate at which customers discontinue their usage or subscription to your product.<\/p>\n<p>An increasing customer churn rate is a sign of a flawed product or service that is leaving\u00a0<a href=\"https:\/\/userpilot.com\/blog\/customer-dissatisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">customers dissatisfied<\/a>. Inevitably, this hits your bottom line, and your\u00a0<a href=\"https:\/\/userpilot.com\/blog\/net-revenue-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">revenue\u00a0<\/a>decreases.<\/p>\n<h2 id=\"7r52j\"><strong>Why does customer churn matter?<\/strong><\/h2>\n<p>A high <a href=\"https:\/\/userpilot.com\/blog\/product-churn-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer churn rate<\/a> has detrimental effects on a business&#8217; growth rates. Here&#8217;s why:<\/p>\n<h3 id=\"bodi8\"><strong>Churned users leave negative reviews<\/strong><\/h3>\n<p>Unhappy customers leave <a href=\"https:\/\/userpilot.com\/blog\/negative-user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">negative reviews<\/a> and warn others about their bad experience with a product or service.<\/p>\n<p>This harms your reputation and makes customer acquisition even more difficult.<\/p>\n<p>Whenever potential customers consider buying from you, most of the time they search for reviews on 3rd party sites first, like on G2. If you have negative reviews, that seriously impacts your ability to get new users.<\/p>\n<h3 id=\"5l6e5\"><strong>Customer acquisition costs more than customer retention<\/strong><\/h3>\n<p>It&#8217;s easier to <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">retain customers<\/a> than acquire them. So that means it&#8217;s easier to take care of your existing customers before they churn.<\/p>\n<p>Acquisition is expensive \u2013 marketing and sales campaigns don&#8217;t run cheap. On the other hand, it&#8217;s cheaper to leverage your existing product team to improve the experience to prevent customer attrition.<\/p>\n<h3 id=\"78jmm\"><strong>High customer churn tanks your future growth<\/strong><\/h3>\n<p>High-scale churn harms your reputation and impacts your <a href=\"https:\/\/userpilot.com\/blog\/calculate-lifetime-value-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer lifetime value<\/a>. That leaves you with no space for growth.<\/p>\n<p>Sustainable growth is built on increasing your monthly recurring revenue (MRR) \u2013 and that&#8217;s impossible to do if you&#8217;re not retaining the customers you gain. Your MRR will stay stagnant, at best, or fall rapidly.<\/p>\n<h2 id=\"2bd5v\"><strong>How to measure customer churn?<\/strong><\/h2>\n<p>There are three main methods for <a href=\"https:\/\/userpilot.com\/blog\/saas-churn-calculation\/\" target=\"_blank\" rel=\"noopener noreferrer\">calculating churn<\/a>:<\/p>\n<h3 id=\"54mq0\">Calculate customer churn rate<\/h3>\n<p>Your customer churn rate is the number of customers that leave in a specific time frame \u2013 this can be annual, monthly, etc.<\/p>\n<p>To\u00a0<a href=\"https:\/\/userpilot.com\/blog\/saas-churn-calculation\/\" target=\"_blank\" rel=\"noopener noreferrer\">calculate customer churn<\/a>, use this simple formula: Divide the number of users lost during the period of interest by the number of users you had at the start of the period. Multiply the result by 100.<\/p>\n<p>For example, if a company had 600 customers at the beginning of a specific time period and only 550 customers at the end, its customer churn rate would be 9.1%.<\/p>\n<figure style=\"width: 1832px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/11\/customer-churn-rate-churned-users.png\" alt=\"customer churn rate formula\" width=\"1832\" height=\"1024\" \/><figcaption class=\"wp-caption-text\">Customer churn rate formula<\/figcaption><\/figure>\n<h3 id=\"11lo9\">Calculate the revenue churn<\/h3>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/revenue-churn-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">revenue churn<\/a> figure is how much money you lose because of your churned customers.<\/p>\n<p>To understand the true impact of a churned user on your business, you should calculate both your customer churn rate and your <a href=\"https:\/\/userpilot.com\/blog\/revenue-churn-saas\/\">revenue churn<\/a>. Why? Because it&#8217;s not the same to lose 1 customer worth $100 vs. 10 customers worth $1.<\/p>\n<p>To calculate revenue churn, divide your <a href=\"https:\/\/userpilot.com\/blog\/mrr-growth\/\">MRR<\/a> lost due to downgrades and cancellations over a certain time period by your MRR at the end of the previous month.<\/p>\n<figure style=\"width: 1824px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/04\/Churn-Rate-formula-1.png\" alt=\"Revenue churn rate formula\" width=\"1824\" height=\"1027\" \/><figcaption class=\"wp-caption-text\">Revenue churn rate formula<\/figcaption><\/figure>\n<h2 id=\"k0m3\"><strong>Churn rate benchmarks in SaaS<br \/>\n<\/strong><\/h2>\n<p>There is no universal churn benchmark as rates differ across companies and industries. However, there are some averages you can compare with to understand where your company stands.<\/p>\n<p>If you&#8217;re a SaaS company, an ideal annual churn rate should be <a href=\"https:\/\/messaged.com\/saas-churn-benchmarks-metrics#:~:text=Key%20Takeaways-,A%20good%20SaaS%20churn%20rate%20benchmark%20falls%20between%205%25%20%2D%207,between%203%25%20%2D%205%25\" target=\"_blank\" rel=\"noopener\">between 5% &#8211; 7%,<\/a> while the monthly churn rate should be below 1%.<\/p>\n<p>If you&#8217;re a new startup, the average churn rate is typically a little higher at around 10% &#8211; 15%.<\/p>\n<h2 id=\"q061\"><strong>Main reasons for customer churn<\/strong><\/h2>\n<p>Here are the four main reasons why a customer churns:<\/p>\n<h3 id=\"3pb9u\"><strong>You failed to onboard new customers and drive value<\/strong><\/h3>\n<p>New customers are more likely to churn since they haven&#8217;t been convinced of your product&#8217;s value yet. The onboarding stage is the most crucial time to <a href=\"https:\/\/userpilot.com\/blog\/adding-value-to-products\/\" target=\"_blank\" rel=\"noopener noreferrer\">drive value<\/a> and convince new customers to stay.<\/p>\n<p>If you have a high churn rate during or after the onboarding period, there are some common mistakes that you may be making:<\/p>\n<ul>\n<li><strong>Irrelevant product tours:<\/strong>\u00a0You&#8217;re wasting precious time showing users around your <em>entire<\/em> product with a tour. First of all, most features are not relevant to them or aren&#8217;t 100% necessary for achieving value right away. Also, product tours are forgettable when users don&#8217;t see the context of how features can help with their specific <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">jobs to be done<\/a>. Instead, limit your product tour to only the most essential features to start with.<\/li>\n<\/ul>\n<ul>\n<li><strong>One-size-fits-all approach: <\/strong>For added value, personalize the product tour for each user segment. Your customer base has different reasons for turning to your product \u2013 whether they want to achieve different goals or have different issues that need resolving. By personalizing the product experience, you ensure that every customer gets the support they need to achieve their version of the value. To do this, use <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys<\/a> and user interviews to collect customer data. Then, split customers into different segments with similar characteristics and goals, and trigger experiences catered to those segments.<\/li>\n<\/ul>\n<ul>\n<li><strong>Not providing contextual help:<\/strong> Churn occurs when customers feel like they&#8217;re not getting fast, <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/contextual-onboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">contextual<\/a> help along their journey. They expect a frictionless experience that&#8217;s catered to their needs. Friction makes the customer experience worse, contributing to user churn. Customers want their issues or questions resolved right away.<\/li>\n<\/ul>\n<ul>\n<li><strong>Not collecting feedback from new signups: <\/strong>If you&#8217;re not collecting feedback, you&#8217;ll never know how to improve. Ask new customers what their initial experience&#8217;s been like, with some open-ended questions to gather detailed insights. Then, act on that <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> to start reducing churn.<\/li>\n<\/ul>\n<h3 id=\"an8o4\"><strong>You offered poor customer service to an existing customer<\/strong><\/h3>\n<p>The quality of your <a href=\"https:\/\/userpilot.com\/blog\/customer-service-golden-rules\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> can make or break your business. A bad customer service experience will send customers leaving \u2013 and fast. Here are some common issues that add up to a <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">poor customer service experience<\/a>:<\/p>\n<ul>\n<li><strong>Your customer service wasn\u2019t personalized: <\/strong>Using a CRM, sync customer data across all of your support channels to give <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/personalized-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized customer service<\/a>. Wherever customers reach out (live chat, email, social, etc.), conversations should pick up where they last left off.<\/li>\n<\/ul>\n<ul>\n<li><strong>You lacked lacking self-service support: <\/strong>Most customers prefer <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/self-service-portals\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service <\/a>support. They don&#8217;t want to wait around for your customer support team to respond. Give your customers what they want with an in-app <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/help-center-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">resource center<\/a> filled with helpful articles, product demos, and video tutorials.<\/li>\n<\/ul>\n<ul>\n<li><strong>You didn\u2019t ask for feedback:<\/strong> After every customer service interaction, you should survey users for their feedback. Since the key to retaining customers is to give a positive experience, every interaction should be improved to reduce churn.<\/li>\n<\/ul>\n<ul>\n<li><strong>You didn\u2019t build strong relationships with your customers: <\/strong>Building trust and loyalty with your current customers is one of the best ways to boost user retention. They&#8217;re less likely to look at competitor options. To do this, reward them for referrals, celebrate product milestones, and reach out whenever they&#8217;re facing friction.<\/li>\n<\/ul>\n<h3 id=\"3cgqm\"><strong>Price-based churned users due to a lack of value<\/strong><\/h3>\n<p>Sometimes, customers stop using a product because it&#8217;s too expensive. It&#8217;s not always because they can&#8217;t afford it \u2013 it could be because of these reasons too:<\/p>\n<ul>\n<li><strong>You overpromised in your <a href=\"https:\/\/userpilot.com\/blog\/messaging-strategies\/\">messaging strategy<\/a>: <\/strong>Maybe your marketing and sales teams positioned your product as more extensive than it is. When new users first signed up, the price seemed to match the product&#8217;s perceived value, but it didn&#8217;t match up in reality.<\/li>\n<\/ul>\n<ul>\n<li><strong>The prices were high: <\/strong>Sometimes the budget is the problem. Some <a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/churn-management-basics\/\" target=\"_blank\" rel=\"noopener noreferrer\">churned users<\/a> cancel because they can no longer justify or afford the cost of your company&#8217;s products. Unfortunately, this is the most difficult one to avoid.<\/li>\n<\/ul>\n<ul>\n<li><strong>The value<\/strong> <a href=\"https:\/\/userpilot.com\/blog\/saas-pricing-models\/\" target=\"_blank\" rel=\"noopener noreferrer\">didn\u2019t match the price: <\/a>Even if your messaging didn&#8217;t oversell your product, sometimes customers themselves expect more out of their experience. If they don&#8217;t achieve the level of value they expected, they end up churning.<\/li>\n<\/ul>\n<h3 id=\"dfna9\"><strong>Difficult user experience makes it hard to retain customers<\/strong><\/h3>\n<p>A difficult <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-experience-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">user experience<\/a> may be another culprit for your high churn rate. This can be because:<\/p>\n<ul>\n<li><strong>You didn\u2019t<\/strong><a href=\"https:\/\/userpilot.com\/blog\/lead-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\"> s<\/a><a href=\"https:\/\/userpilot.com\/blog\/lead-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">egment your users<\/a> <strong>to provide personalized experiences: <\/strong>Customers expect a user experience that&#8217;s tailored to what they need at the moment. If you don&#8217;t segment your users so you can trigger personalized in-app messages, you&#8217;ll struggle to meet their needs.<\/li>\n<\/ul>\n<ul>\n<li><strong>The customer journey was full of<\/strong> <a href=\"https:\/\/userpilot.com\/blog\/friction-log\/\" target=\"_blank\" rel=\"noopener noreferrer\">friction points: <\/a>Friction frustrates customers. They don&#8217;t want to struggle with any part of their workflow. Fix friction points by analyzing user behavior \u2013 that will help you <a href=\"https:\/\/userpilot.com\/blog\/reduce-customer-churn\/\">reduce customer churn<\/a>.<\/li>\n<\/ul>\n<ul>\n<li><strong>You didn\u2019t use an<\/strong> <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding checklist <\/a><strong>for a frictionless first-time customer experience: <\/strong><a style=\"font-family: karla;\" href=\"https:\/\/userpilot.com\/blog\/first-time-user-experience-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">First impressions<\/a> can make or break early customer retention. Generally speaking, you should use onboarding checklists to walk customers through how to use new features when they sign up. The more users you can get activated during the onboarding period, the more repeat visits you&#8217;ll get.<\/li>\n<\/ul>\n<h2 id=\"bkk3g\"><strong>How to reduce customer churn and retain existing customers?<\/strong><\/h2>\n<p>Try these six methods to reduce your churn rates and boost customer retention:<\/p>\n<h3 id=\"96fga\"><strong>Personalize the onboarding process for new users<\/strong><\/h3>\n<p>Use a welcome survey to learn about your customers and their <a href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">jobs to be done<\/a> (JTBD). Every new user who signs up has a specific goal or issue that they hope your product will help them achieve.<\/p>\n<p>You need to figure out what this is to deliver them the most value. Use a welcome survey to learn more about your customers from the beginning.<\/p>\n<p>After you segment users based on their responses, you can <a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalize their experience<\/a>. The best place to start? Trigger personalized onboarding flows that showcase the features <em>they <\/em>need to complete their goals.<\/p>\n<figure style=\"width: 2838px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/06\/welcome-survey-builder_how-to-improve-product-experience.png\" alt=\"welcome survey\" width=\"2838\" height=\"1412\" \/><figcaption class=\"wp-caption-text\">Create welcome surveys code-free with <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\">Userpilot<\/a><\/figcaption><\/figure>\n<h3 id=\"1rioc\"><strong>Collect customer feedback throughout the customer journey<\/strong><\/h3>\n<p>Use net promoter score (<a href=\"https:\/\/userpilot.com\/blog\/nps-survey-best-practices-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS<\/a>) and <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys<\/a> to collect user sentiment throughout the customer journey and fix friction points along the way.<\/p>\n<p>To collect more data, use a follow-up on your NPS responses with an open-ended question.<\/p>\n<p>NPS helps you measure customer loyalty and collect qualitative information about your product performance.<\/p>\n<p>Then, you can use that feedback to make informed product improvements.<\/p>\n<figure style=\"width: 619px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2021\/12\/nps-survey-userpilot-micro-survey-increase-user-engagement.gif\" alt=\"NPS survey\" width=\"619\" height=\"223\" \/><figcaption class=\"wp-caption-text\">Create NPS surveys code-free with <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\">Userpilot. <\/a><\/figcaption><\/figure>\n<h3 id=\"tlrs\"><strong>Identify detractors and proactively reach out to retain them<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/nps-detractors-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">Detractors<\/a> (who scored 6 or lower on the NPS survey) are customers who are unlikely to recommend your product to others due to low satisfaction.<\/p>\n<p>They&#8217;re also likely to become a churned user very soon. And you can prevent it before it happens!<\/p>\n<p>To fix this, segment your detractors and proactively reach out to them to improve their experience.<\/p>\n<figure style=\"width: 1792px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/11\/detractors-segment-churned-users.png\" alt=\"user segmentation\" width=\"1792\" height=\"797\" \/><figcaption class=\"wp-caption-text\">Segment detractors based on NPS scores.<\/figcaption><\/figure>\n<h3 id=\"8thpf\"><strong>Provide good customer service<\/strong><\/h3>\n<p>Good <a href=\"https:\/\/userpilot.com\/blog\/customer-service-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service<\/a> can help you improve customer retention, drive brand loyalty, and reduce churn.<\/p>\n<p>For the best customer support experience, create an <a href=\"https:\/\/userpilot.com\/blog\/help-center-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app resource center<\/a> to nurture self-service support and let users find answers to common questions.<\/p>\n<p>It&#8217;s important to create different formats of resources such as tutorial videos, help articles, and more to cater to customers who want variety.<\/p>\n<figure style=\"width: 2880px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/03\/new-resource-center_in-app-guidance.png\" alt=\"resource center\" width=\"2880\" height=\"1412\" \/><figcaption class=\"wp-caption-text\">Offer self-service through a resource center. Create one code-free with <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\">Userpilot<\/a><\/figcaption><\/figure>\n<div class=\"container-banner-userpilot\" style=\"border: 1px solid #dadada; border-radius: 5px;\">\n<div class=\"wrapper-banner-userpilot\">\n<div>\n<p><img decoding=\"async\" class=\"fav-icon-banner-userpilot\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/usp-fav-dark.png\" \/><\/p>\n<h3>Try Userpilot and Create A Self-Serve Resource Center Within Minutes<\/h3>\n<div class=\"banner-userpilot-button-icon\">\n<p><a class=\"banner-userpilot-button\" href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Get a Demo<\/a><\/p>\n<ul>\n<li>14 Day Trial<\/li>\n<li>No Credit Card Required<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"image-banner-userpilot\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/01\/userpilot-features-preview.png\" alt=\"\" \/><\/div>\n<\/div>\n<\/div>\n<h3 id=\"agisd\"><strong>Analyze customer behavior in different customer segments<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-behavior\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer behavior<\/a> data lets you identify users that are likely to churn.<\/p>\n<p>You can study <a href=\"https:\/\/userpilot.com\/blog\/users-behavior\/\" target=\"_blank\" rel=\"noopener noreferrer\">user activity<\/a> trends by looking at your product analytics and reaching out to inactive segments.<\/p>\n<p>This will also help you notice the behaviors that contribute to churn. You can build your customer experience around improving them. For example, do inactive users miss out on important onboarding steps? Or don&#8217;t use critical features enough?<\/p>\n<figure style=\"width: 2820px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/10\/features-events-dashboard-power-users_dormant-users.png\" alt=\"features and events dashboard\" width=\"2820\" height=\"1408\" \/><figcaption class=\"wp-caption-text\">Monitor user behavior with an analytics dashboard<\/figcaption><\/figure>\n<p>To retain customers, you can build in-app product experiences that encourage effective actions.<\/p>\n<h3><strong>Identify drop-offs in the user journey and fix them to prevent churn<br \/>\n<\/strong><\/h3>\n<p>Monitoring the user journey can be a good starting point to identify\u00a0<a href=\"https:\/\/userpilot.com\/blog\/friction-points\/\" target=\"_blank\" rel=\"noopener noreferrer\">friction points<\/a>, but you should delve deeper by reviewing screen recordings or conducting interviews.<\/p>\n<p><a href=\"https:\/\/userpilot.com\/blog\/conversion-funnel-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Conversion funnel analysis<\/a> is the most straightforward way to diagnose the problem so you can start fixing it before the rest of your user base starts churning. Funnel charts show you the exact drop-off rates between each step of your funnels.<\/p>\n<p>Once you have discovered why customers are dropping off, act on the data to prevent churn.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/12\/conversion-steps_analytics-dashboard.png\" alt=\"funnel analysis\" width=\"1598\" height=\"846\" \/><\/p>\n<p>Use funnel analysis to identify points of friction.<\/p>\n<h3>Understand the reasons behind churn with cancellation surveys<\/h3>\n<p>Use <a href=\"https:\/\/userpilot.com\/blog\/churn-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">cancellation surveys<\/a> to get qualitative data on why users churn. Ask them why they&#8217;re leaving with open-ended questions that leave them room to give contextual feedback.<\/p>\n<p>Do they want specific features? Or integrations with other products? Do they find the user experience too difficult to navigate?<\/p>\n<p>These are key insights that will help your product leaders make impactful decisions.<\/p>\n<p>Then, use this data to make necessary improvements to <a href=\"https:\/\/userpilot.com\/blog\/reduce-customer-attrition-rate\/\">reduce your future churn rate.<\/a><\/p>\n<figure style=\"width: 2880px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/03\/Churn-survey-made-in-Userpilot.png\" alt=\"churn survey example.\" width=\"2880\" height=\"1616\" \/><figcaption class=\"wp-caption-text\">Create a churn survey with <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\">Userpilot.<\/a><\/figcaption><\/figure>\n<h2 id=\"9ko0q\"><strong>Conclusion<\/strong><\/h2>\n<p>High churn rates kill any chance of building sustainable growth in a business. Complete a churn analysis and build a better product experience to prevent churn \u2013 you&#8217;ll struggle less with customers lost to cancellations.<\/p>\n<p>Want to create contextual experiences that drive retention? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book a demo<\/a> call with our team and get started!<\/p>\n<div class=\"poptin-embedded\" data-id=\"eeac831106613\"><\/div>\n<div class=\"container-banner-userpilot\" style=\"border: 1px solid #dadada; border-radius: 5px;\">\n<div class=\"wrapper-banner-userpilot\">\n<div>\n<p><img decoding=\"async\" class=\"fav-icon-banner-userpilot\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/usp-fav-dark.png\" \/><\/p>\n<h3>Try Userpilot and Take Your Product Experience to the Next Level<\/h3>\n<div class=\"banner-userpilot-button-icon\">\n<p><a class=\"banner-userpilot-button\" href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener\">Get a Demo<\/a><\/p>\n<ul>\n<li>14 Day Trial<\/li>\n<li>No Credit Card Required<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"image-banner-userpilot\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/01\/userpilot-features-preview.png\" alt=\"\" \/><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Churn is the enemy of product growth. A churned user means lost future revenue and a waste of the resources it took to acquire them. How do you lower your churn rate and make sure all your users stick around? In this article, we&#8217;ll show you: What customer churn is and why it matters.\u2028 How to calculate churn rate so you know where you stand.\u2028 Common reasons why your churn rate may be too high.\u2028 6 strategies to improve your churn rate and retain more of your customer base.<\/p>\n","protected":false},"author":51,"featured_media":179699,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[82,290],"tags":[977,211,533,687,306,285,535,52,263,826,968,845,509,933,351,245],"class_list":["post-16411","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-growth","category-updated","tag-boost-retention","tag-churn","tag-churn-rate","tag-customer-churn","tag-customer-onboarding","tag-customer-retention","tag-how-to-calculate-churn","tag-product-experience","tag-reduce-churn","tag-reduce-churn-rates","tag-reduce-customer-churn","tag-retain-customers","tag-saas-churn","tag-saas-user-experience","tag-user-feedback-survey","tag-user-retention"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Too Many Churned Users? 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