Enter the total customer defections and the total customers into the Calculator. The calculator will evaluate the Customer Defection Rate. 

Customer Defection Rate Formula

CDR = CD / C * 100


  • CDR is the Customer Defection Rate (%)
  • CD is the total customer defections
  • C is the total customers

To calculate the Customer Defection Rate, divide the total customer defections by the total number of customers, then multiply by 100.

How to Calculate Customer Defection Rate?

The following steps outline how to calculate the Customer Defection Rate.

  1. First, determine the total customer defections. 
  2. Next, determine the total customers. 
  3. Next, gather the formula from above = CDR = CD / C * 100.
  4. Finally, calculate the Customer Defection Rate.
  5. After inserting the variables and calculating the result, check your answer with the calculator above.

Example Problem : 

Use the following variables as an example problem to test your knowledge.

total customer defections = 50

total customers = 750


What is Customer Defection Rate?
Customer Defection Rate (CDR) is a metric that measures the percentage of customers who stop using or purchasing from a company’s products or services over a specific period. It is calculated by dividing the total number of customer defections by the total number of customers, and then multiplying by 100 to get a percentage.

Why is measuring Customer Defection Rate important?
Measuring Customer Defection Rate is crucial for businesses as it provides insight into customer satisfaction and loyalty. A high defection rate may indicate underlying problems with the product, service, or customer experience, prompting businesses to investigate and implement improvements. It also helps in understanding the effectiveness of customer retention strategies.

How can businesses reduce their Customer Defection Rate?
Businesses can reduce their Customer Defection Rate by implementing several strategies, including improving product quality, offering exceptional customer service, engaging with customers through feedback and surveys, personalizing the customer experience, and implementing loyalty programs to encourage repeat business.

Can the Customer Defection Rate formula be used for any type of business?
Yes, the Customer Defection Rate formula is versatile and can be applied to any type of business that has a measurable customer base. Whether it’s a service-based company, a retail business, or an online platform, understanding and calculating the defection rate can provide valuable insights into customer behavior and business health.