The formula for calculating your eCommerce churn rate is fairly simple: divide the number of customers who stopped shopping with your brand during a certain period by the total number of customers at the beginning of that period.
The first thing you’ll need to do is determine what timeframe you want to evaluate (week, month, year, etc.). Then, you’ll need to look at each of these factors within that period:
# of Lost Customers: The number of customers you lost over your selected time period. You can get this number by subtracting the customers you started with from the number of customers you ended the time with.
# of Total Customers: The total number of customers you had during the selected time period.
For example, if you had 1,000 customers at the beginning of the month and 150 customers left during that same month, your churn rate would be 15%.
(150 /1,000) * 100 = 15%