Churn rate (lapsed customers)
Churn rate is the percentage of previously active customers who did not make a purchase during a defined period, and are therefore treated as lapsed.
For restaurants and retail, churn is usually defined by inactivity: a customer who bought monthly and has not returned in 90 days is lapsed even though they never 'cancelled' anything.
Win-back campaigns work best when they trigger on the customer's own rhythm — 1.5× their normal gap between visits — rather than a fixed calendar blast to everybody.
Track this without a spreadsheet
OrdrPro Loyalty identifies customers at billing, so metrics like this update on their own — with or without our POS.