Having made the previous

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Defining the customer service problem in Fintech using Churn In technical language, the problem we have just described is called Churn. And we define Churn Rate as the abandonment rate (also known as cancellation rate) which represents customers who did not complete their purchase or who canceled the service. If the rate is high, it means that the product or service has a problem that needs to be resolved urgently. To calculate the Churn Rate, the following formula is used: Churn Rate: Number of customers lost in a period / number of customers at the beginning of the same period x 100.


Churn should not be confused with another metric poland whatsapp number data other than retention rate. Although they are sister metrics, retention rate measures the percentage of customers with whom a business relationship was established and was satisfactory. It is a metric that measures the customer loyalty index and is calculated as follows: Retention rate: (number of customers at the end of the period – the number of new customers acquired during the period) / number of customers at the beginning of the period) x 100 introduction, let's take this metric to the Fintech sector, which is a sector in which we have been paying a lot of attention.