SI Analytics

Week 6 · Customer Analytics

Peloton Changed What Counts as Churn. The Customers Didn't Have to Change.

By SI Analytics · Newsletter published

Newsletter cover: Peloton Changed What Counts as Churn. The Customers Didn't Have to Change.

The key idea

Churn and retention are shaped by policy choices as much as customer behaviour. This edition separates voluntary and involuntary churn, reactivation and the logic behind reliable retention metrics.

A question to take into your work

Recalculate a retention measure using two explicit churn definitions. Explain why the result changes without assuming customer behaviour changed.

This page introduces the edition and offers a practical reflection. The full analysis, source references and methodological limitations are in the original LinkedIn article. Figures and reporting periods relate to that edition, not live company performance.

Read the full article on LinkedIn ↗

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