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The retention screen answers “do customers stick”. Churn tells you what you lost this month; retention tells you whether the stores you win stay long enough to be worth winning.

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The three numbers

Each is shown against the previous period, and NRR has its own trend chart so you can see the direction rather than one figure.

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Cohort retention

The grid is the heart of the screen: each row is the cohort of stores that first subscribed in one month, and each column is the number of months since. A cell is the share of that cohort still subscribed at that point.
  • Oldest cohorts on top, so the diagonal is the passage of time.
  • Dashed cells are months a cohort hasn’t reached yet: not zeros. A cohort from last month has no month-six number, and Meridian doesn’t invent one.
  • The last twelve cohorts are shown, with each cohort’s size next to its label so a small cohort’s dramatic percentage can be read for what it is.

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How to read it

Read down a column to compare cohorts at the same age. That’s whether your retention is improving. Read across a row to see one cohort’s decay curve, which is where a plan change or an onboarding fix shows up. A cliff in month one is an onboarding problem. A slow, steady decline is a value problem. A cliff at month twelve is annual plans not renewing. Cohorts are also available as a visualization in the Report Builder, where you choose the entity and the fields rather than taking the built-in subscription cohort, up to 24 periods.
Last modified on August 21, 2026