The churn rate is defined by the percentage of customers who have stopped using a product or service over a certain period of time.
This business metric can be calculated by dividing the total number of customers who stopped using the product or service during a certain time frame by the total number of customers at that time.
A high customer churn rate can be a sign that customers are not satisfied with the services provided by the company. It can also be an indication of customer dissatisfaction with how the company has handled recent changes in its services, pricing, or billing.