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Customer Service vocabulary · Service Metrics & Quality

Churn

Meaning in customer service, with examples

/tʃɜːn/nounCommon term

In customer service, churn means: The loss of customers who stop using a company's service or cancel their subscription during a certain period.

In Turkish: müşteri kaybı, abone kaybı, churn

How it is used

Common in telecoms, software and other subscription businesses: churn rate, reduce churn, high churn. As a verb, customers churn when they leave. Support teams track poor service as one of the reasons for churn.

Example sentences

  1. Our monthly churn fell from 4 to 3 percent after we improved onboarding.

  2. Customers who wait more than a week for a fix are more likely to churn.

Common collocations

  • churn rate
  • reduce churn
  • high churn
  • customer churn
  • customer retentionKeeping existing customers so that they continue buying from or using a company, instead of leaving for a competitor.
  • cancelTo stop an order, booking, subscription or service so that it does not happen or does not continue.
  • subscriptionAn arrangement in which a customer pays regularly, for example monthly or yearly, to receive a product or use a service.
  • Net Promoter ScoreA measure of customer loyalty based on one question: how likely, on a scale from 0 to 10, a customer is to recommend the company to a friend.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Service Metrics & Quality

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