B2B ROI Calculator

Customer Experience ROI Calculator

Churn reduction + ticket deflection → retention and support ROI. Transparent formula, exportable PDF & CSV report — free, no signup to calculate.

Advanced inputs & assumptions
How is this calculated?
  • savedCustomers = activeCustomers × churn% × (churnReduction% × scenario)
  • retentionGain = savedCustomers × ARPU × retainedMonths × margin%
  • deflectionSavings = tickets × deflection% × costPerTicket
  • monthlyGain = retentionGain + deflectionSavings
  • ROI% = (monthlyGain − programCost) / programCost × 100

Each saved customer is credited their lifetime value (ARPU × retained months) once, in the month saved (see methodology).

Full methodology & default values →

Example with demo defaults — adjust to your numbers

Monthly ROI 111.5%
Net gain (12 mo) $53,520
Customers saved / month 6
Support savings / month $2,700

ROI by scenario

Cons83%Expe112%Aggr140%

36-month cumulative net gain

break-even12mo24mo36mo

Frequently asked questions

How is customer experience ROI calculated?

Two effects are modelled: retention (customers saved from churn, valued at their lifetime revenue × margin) and support savings (tickets deflected × cost per ticket). Their monthly total is compared to your CX program cost. The page shows the formula and a note on how saved-customer value is credited.

What is a good CX ROI?

Because retained revenue compounds, CX programs often show a strong return even from a small reduction in churn. The result is sensitive to your churn rate and how long saved customers stay, so set those conservatively and treat the output as a directional business case.

How does this value a saved customer?

As an approximation, each customer saved from churn is credited their lifetime value (monthly revenue × retained months × margin) once, in the month they are saved. This keeps the model simple; the methodology page explains the assumption and its limits.

Where do the default values come from?

The pre-filled numbers are demonstration defaults that produce a realistic example — they are not claimed industry averages. Replace them with your own figures for an accurate result. Where a field is labelled as an assumption, adjust it to match your business; the methodology page lists every default and its status.

Is my data stored anywhere?

Calculating stores nothing: every calculation runs in your browser, there is no account, and nothing you type is sent while you calculate. Only if you download the PDF report do we receive the work email you enter plus a short summary of the inputs you modelled, so we can follow up — the privacy page states exactly what is kept.