Your save rate is the headline number on your churn.io dashboard: it tells you what share of customers who started a cancel flow ended up staying. It's the quickest way to gauge whether your widget and cancel page are actually doing their job. This article explains exactly how save rate is calculated, what counts toward it, where to find it, and how to read its trend.
What save rate means
Every time one of your customers triggers your cancel widget or hosted cancel page, churn.io records a session. A session ends in one of a few outcomes — the customer accepts a retention offer and stays, confirms their cancellation, or leaves without finishing.
Your save rate is the percentage of those cancel sessions where the customer accepted an offer and was retained. In other words, it answers a simple question: of everyone who reached your cancel flow, how many did you keep?
How it's calculated
Save rate is calculated as:
Customers saved ÷ Total sessions × 100
Customers saved — sessions that ended with the customer accepting an offer and staying.
Total sessions — every cancel session triggered in the selected period, regardless of how it ended.
For example, if 200 customers started a cancel flow in the period and 62 of them accepted an offer and stayed, your save rate is 31.0%. The result is rounded to one decimal place.
💡 The denominator is every session, not just resolved ones
Because the total includes sessions that were dismissed or abandoned partway through, your save rate reflects your real-world retention across all cancel attempts — not just the ones that reached a decision. A high abandonment rate will pull the number down, which is usually a useful signal.
Where to find it
Open the Dashboard from the sidebar. At the top you'll see a row of metric cards, including Save rate alongside Revenue saved, Revenue churned, Customers saved, and Sessions.
Click the Save rate card to select it.
The chart below switches to show your save rate over time, with one point per day across the selected date range.
Hover the small info icon next to the label for a plain-language reminder of what the metric measures.
Each card also shows a small trend badge comparing the second half of the selected period against the first half, so you can see at a glance whether the metric is moving up or down.
Filtering your view
Save rate always reflects the filters you've applied to the dashboard, so you can drill into a specific slice of your data:
Date range — pick the period you want to measure. The daily chart fills empty days with zero so there are no gaps.
Flow — narrow the view to one or more specific cancel flows.
Other filters such as cancel reason, offer type, and MRR range also reshape the numbers.
When you change a filter, every metric — including save rate — recalculates against only the sessions that match.
Save rate for each flow
You can also see save rate broken down per flow in the Flow performance section of the dashboard. There, each flow shows how many times it was shown, how many customers it saved, and its own save rate — calculated the same way, but scoped to that single flow. This makes it easy to compare which of your flows retains customers most effectively.
⚠️ You need data before save rate appears
Save rate only has meaning once customers have actually started your cancel flow. If you've just set up churn.io, your dashboard will show an empty state until your first sessions come in. Make sure your billing platform is connected and at least one flow is live so sessions can be recorded.
Tips for improving your save rate
Compare save rate across flows and double down on the wording, offers, and survey questions used by your best performer.
Watch the trend badge over time — a steady decline often means an offer has lost its appeal or a competitor has changed the market.
Pair save rate with Revenue saved: a flow with a slightly lower save rate that retains higher-value customers may be protecting more revenue overall.