Retention rate refers to the percentage of customers (or revenue) that continue to use a subscription service over a given period, relative to the total number of customers or revenue at the beginning of that period. It's a critical metric for understanding how well a business retains its subscribers and keeps them engaged with the service.

Track retention in OpenPay

Customer retention rateCopied!

$\text{Customer Retention} = \frac{\text{End Period Customers} - \text{New Customers} - \text{Reactivated Customers}}{\text{Start Period Customers}}$

Net MRR retention rateCopied!

$\text{Net MRR Retention} = \frac{\text{Starting MRR} + \text{Expansion MRR} + \text{Reactivation MRR} - \text{Contraction MRR} - \text{Churn MRR}}{\text{Starting MRR}}$