> For the complete documentation index, see [llms.txt](https://docs.churned.io/churned-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.churned.io/churned-docs/metrics-and-definitions/metrics/faq.md).

# FAQ

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<summary>My own churn number is higher than the Churners tile. Why?</summary>

Churned applies a one-week grace period: a customer whose subscription ends but who starts a new one within seven days is counted as retained, not churned. Most internal reports count every ended subscription. See [Churners](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#churners).

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<summary>A customer has health score 3.5 but is labelled Unhealthy or High Risk. Is that a contradiction?</summary>

No. Health score and risk score are mirror images that add up to 11, so health 3.5 equals risk 7.5, which is in the Unhealthy band (health 1.0 to 4.0). Unhealthy, Neutral and Healthy are the same groups as High, Medium and Low Risk. See [Health, risk and engagement scores](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#risk-levels).

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<summary>Why is the engagement score empty for my customers?</summary>

The engagement score is produced by a separate model that only uses engagement data (product usage, email opens and clicks, campaign responses, web behaviour). If no such source is connected the score is not computed and the engaged / non-engaged tiles are hidden. See [Engagement score](/churned-docs/metrics-and-definitions/metrics/health-risk-and-engagement-scores.md#engagement-score).

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<summary>Why does a customer's RFM segment change from one day to the next?</summary>

RFM scores are relative to the rest of your base and recalculated daily over the RFM period. A new order, or an old order dropping out of the RFM window, moves the customer to a new code and possibly a new segment. The previous segment is stored so you can see the movement. See [RFM model](/churned-docs/metrics-and-definitions/metrics/rfm-model-and-one-off-metrics.md#rfm-and-rfv).

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<summary>Why do the vs last month and vs last year percentages sometimes point in opposite directions?</summary>

They compare different windows: the last 30 days against the 30 days before, and the last 365 days against the 365 days before. A recent uptick can coexist with a long-run decline. See [How the numbers are refreshed](/churned-docs/metrics-and-definitions/metrics.md#how-the-numbers-are-refreshed).

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<summary>Which yearly value is used for donors or members who pay quarterly or yearly?</summary>

Every agreement is normalised to a yearly value regardless of payment frequency, so a quarterly payment of 30 counts as 120 of ARR (YSD on NGO dashboards). See [ARR](/churned-docs/metrics-and-definitions/metrics/subscription-kpis.md#arr).

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<summary>Does SaaS have a cohort analysis?</summary>

Yes. The Cohort Analysis page groups accounts by the month their first contract started and shows the percentage still active per month of tenure. See [Cohort analysis (subscriptions)](/churned-docs/metrics-and-definitions/metrics/segment-analysis-and-cohorts.md#cohort-analysis-subscriptions).

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<summary>Can I export data to Google Sheets or Excel?</summary>

Exports from the customer and segment pages are CSV files, which open directly in Excel and Google Sheets. For a live connection, write scores and audiences to your warehouse or CRM through an [integration](/churned-docs/integrations.md).

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