What Is Churn Rate? How to Calculate Churn Rate and Create Effective Churn Surveys

Customer churn is one of the biggest threats to sustainable growth - especially in competitive markets like DeFi and Web3. A leaky bucket empties quickly. While acquiring new onchain users is important, understanding why existing users leave is essential to improving retention, boosting satisfaction, and increasing lifetime value. In this article, you’ll learn: What churn rate is and how to calculate it Why churn happens (with real examples) How to design effective churn surveys How to use those insights to reduce churn using Formo Let’s dive in and turn churn into opportunity. Key Takeaways Churn rate measures how many users stop using your product over a specific period. High churn = lost revenue. Tracking churn helps identify problems and improve retention. Top churn drivers include poor customer support, pricing issues, weak product-market fit, and low engagement. Churn surveys are sent when users cancel to collect real-time feedback on why they’re leaving. With Formo’s no-code For