---
title: "Customer health dashboard"
slug: "customer-health-dashboard"
updated: 2026-03-31T15:50:10Z
published: 2026-03-31T15:50:10Z
canonical: "help.frisbii.com/customer-health-dashboard"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.frisbii.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer health dashboard

**Plans supporting this feature:** Growth Scale

Understanding customer retention and churn is critical for subscription-based businesses. Below is a detailed description of each KPI to help you monitor and optimize these vital metrics.

## 1. Overview

**Purpose**: The Customer Health Dashboard monitors subscription churn, retention, and net revenue retention. It highlights how well the business retains its subscribers and revenue over time.

**Who it’s for**: CFOs, FP&A teams, RevOps managers, Customer Success managers, and CROs who want to track customer retention, churn, and long-term value.

**Business Value**: Understanding churn and retention trends helps businesses identify risks, evaluate retention strategies, and optimize revenue growth. It connects financial health with customer lifecycle behavior.

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## 2. Key Questions Answered

- What is my current churn rate?
- How many subscribers and subscriptions have churned in a given period?
- How much revenue am I retaining from existing customers (NRR)?
- What percentage of paid subscriptions are churning vs. renewing?

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## 3. Metrics & Definitions

- **Subscription Churn Rate**

% of active subscriptions that cancel in a given period.

*Calculation*: [(Total number churned subscriptions during the period) / (Number of Subscriptions ACTIVE or PAUSED in the beginning)] x 100
- **Churned Subscriptions**

Total number of subscriptions that were canceled.

*Calculation*: Count of subscriptions with a cancellation date in this period
- **Customer Retention Rate**

% of customers who continue with at least one active subscription after renewal.

*Calculation*: (Customers at the end of period + New customers acquired) ÷ Customers at start of the period × 100
- **Net Revenue Retention (NRR)**

% of recurring revenue retained, including upgrades and downgrades, excluding new customers.

*Calculation*: [Current Period MRR / Previous Period MRR (12 months ago)] x 100
- **Subscribers Churn Rate**

% of unique subscribers who canceled all subscriptions in a given period.

*Calculation*: (Churned Subscribers ÷ Active Subscribers at period start) × 100
- **Churned Subscribers**

Number of unique customers who lost all active subscriptions.
- **Subscriptions in Cancellation**

Count of subscriptions currently flagged for cancellation but not yet expired.

*Calculation*: Count of subscriptions where status = canceled
- **Paid Subscriptions Churn Rate**

Churn rate limited to paid subscriptions only (excludes trials and non-paying).

*Calculation*: (Churned paid subscriptions ÷ Active paid subscriptions at period start) × 100
- **New Customers**

Number of newly registered customers in a given period.
- **Deleted Customers**

Number of customers removed/deleted from the system in a given period.

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## 4. Filters

All the above metrics can be filtered using the following criteria:

- **Date** (time period selection)
- **Country** (customer geography)
- **Plan** (subscription plans)
- **Churn Type** – Categorizes the primary cause of subscription termination. Each value represents a different churn scenario that helps diagnose retention issues.
  - **Canceled** – customer actively ended the subscription (voluntary churn)
  - **Dunning** – subscription expired due to repeated payment collection failures (involuntary churn)
  - **Fixed** – subscription ended automatically after a fixed term or pre-agreed duration
  - **On Demand** – subscription ended after a pay-per-use or consumption-based period
  - **Expired** – subscription reached its natural end date without renewal
  - **Unknown** – no churn reason recorded

These filters enable targeted analysis and greater insights into specific dimensions of your revenue performance.

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## 5. Usage Scenarios

- **Finance Leader (CFO/FP&A)**: Evaluate how churn impacts revenue.
- **RevOps Manager**: Identify churn by plan to optimize go-to-market and pricing strategies.
- **Customer Success Manager**: Track risks, monitor retention efforts, and prioritize outreach to prevent cancellations.

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### FAQ

#### **What’s the difference between Subscriber Churn and Subscription Churn?**

Subscriber Churn looks at customers (losing all active subscriptions), while Subscription Churn looks at individual subscriptions.