Your save rate is the headline metric in Churn.io. It tells you what percentage of customers who attempted to cancel were retained through a retention offer. This article explains exactly how it is calculated, where to find it, and how to interpret it.
The formula
Save rate is calculated as:
Save Rate = (Number of Saves / Total Sessions) x 100
A save is any session where the customer accepted a retention offer and did not proceed to cancellation. A session is any time a customer opened your cancel flow, regardless of outcome.
Example
If 200 customers opened your cancel flow in a given month and 60 of them accepted a retention offer:
Save Rate = (60 / 200) x 100 = 30%
Where to find your save rate
Overall save rate: shown at the top of the main Dashboard page, covering all flows and all time within your selected date range
Per-flow save rate: available on the Flow Performance analytics page, letting you compare how different flows are performing
Per-offer save rate: visible when you drill into a specific flow's offer configuration
✅ What is a good save rate?
Most Churn.io customers achieve save rates between 15% and 40%. A rate above 25% is considered strong. If yours is below 15%, the most common causes are offers that are too generic, targeting that is too broad, or survey reasons that do not reflect why customers are actually leaving.
💬 Questions or concerns?
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