Logo retention cohorts
Understanding when merchants uninstall your app tells you more than just counting cancellations. Logo Retention Cohorts show you exactly how well you maintain your installed base over time, helping you spot both overall product stickiness and potential problems that need attention.
What makes this report different
Most app metrics focus on trials and payments, but Logo Retention Cohorts gives you the complete picture of merchant connections to your app. It tracks every installation - paid or not - because even merchants who haven’t converted represent potential future value. Every installed app is closer to becoming a paying customer than one that’s been removed.
Report components
The main visualization

The main chart tells your install retention story by monthly cohorts:
- Each row represents a month’s worth of new installs, showing their complete retention journey
- The “Installs” column tells you how many merchants added your app that month
- Month-by-month percentages show exactly how many kept your app installed
- A natural “stair step” pattern emerges as newer cohorts have less history to display
Two ways to view your data
Toggle between two powerful perspectives:
Relative view Shows percentages of original installs retained, making it easy to compare cohort performance regardless of size. This view helps you spot patterns in merchant behavior and identify which groups of installs tend to stick around longer.
Absolute view Displays actual install counts, helping you understand the real scale of retention changes. When cohort sizes vary significantly (like during seasonal peaks), this view gives you the complete picture of your merchant base.
Understanding your numbers
How cohorts work
Each cohort begins when merchants install your app. This focus on pure installs, regardless of trial or subscription status, gives you a clearer signal about your app’s baseline appeal and merchant fit.
A few things to keep in mind:
Month 0 percentages below 100% show immediate uninstalls - merchants who removed your app in the same month they added it. This often signals mismatched expectations or initial friction points that need attention.
Frozen shops (those who haven’t paid their Shopify bills) temporarily drop out of their cohorts until they return to active status. This helps you maintain accurate retention tracking even when shops face temporary payment issues.
Reading the patterns
Your retention data tells multiple stories:
Early drop-offs often signal product-market fit challenges or onboarding issues. If you’re seeing steep declines in the first few months, it might be time to review your merchant acquisition strategy or initial user experience.
Stabilization points show you where retention levels out. This helps you identify your core merchant base and set realistic expectations for long-term connections.
Seasonal variations become clear when you compare cohorts from different times of year. Understanding these patterns helps you plan resources and strategies around natural business cycles.
Making the most of this report
Smart analysis
Get more value from your cohort data:
Filter for insights Use segment filters to identify your most stable merchant types. This granular view helps you focus your retention efforts where they’ll have the biggest impact.
Track changes over time The 12-month view shows you complete retention curves, helping you identify both quick wins and long-term opportunities for improvement.
Compare cohort sizes Watch how retention patterns change between smaller and larger cohorts. Sometimes what works for one acquisition channel doesn’t scale well to others.
Pro tips
Level up your retention analysis:
- Watch for patterns in early-month retention - this often signals how well you’re setting expectations during the installation process.
- Compare cohorts before and after major product changes to measure the impact on merchant retention.
- Look for your “stabilization point” - the month where retention typically levels out. This helps you set realistic expectations and plan interventions before merchants reach common uninstall points.
Remember: Understanding install retention patterns helps you focus your efforts where they matter most - whether that’s improving initial merchant fit, adjusting your target market, or enhancing features that keep merchants connected long-term. Need help making sense of your cohort patterns? Our team is here to help you turn these insights into action.
Frequently Asked Questions
Understanding Logo Retention
What's the difference between logo retention and subscription retention?
• Logo retention: Tracks whether merchants keep your app installed (regardless of payment status)
• Subscription retention: Tracks whether paying customers continue their subscriptions
A merchant can stop paying (subscription churn) but keep your app installed (logo retention), or vice versa. Logo retention focuses on the fundamental relationship with your app.
Why do some months show below 100% in Month 0?
Month 0 percentages below 100% indicate merchants who uninstalled your app in the same month they installed it. This could signal:
• Misaligned expectations from your app store listing
• Initial onboarding friction
• Poor product-market fit for that cohort
High Month 0 churn is often a sign to review your onboarding process.
How are frozen shops handled in logo retention?
Frozen shops (merchants who haven't paid Shopify) are temporarily removed from their cohorts until they become active again. This ensures retention percentages reflect merchants who can actually use your app, not those prevented by external factors.
Calculations and Data
How is logo retention calculated?
For each install cohort (month), we track:
1. Total merchants who installed that month
2. How many still have the app installed in subsequent months
3. Retention % = (Still installed ÷ Original installs) × 100
The calculation excludes reinstalls - only tracks continuous installation status from the original install date.
What counts as 'still installed' vs 'churned'?
• Still installed: App remains active on merchant's store
• Churned: App has been uninstalled or merchant was deactivated
Importantly, merchants who uninstall and reinstall later are considered as having churned from their original cohort - the reinstall creates a new cohort entry.
A merchant can be deactivated and still have the app installed.
Why might cohorts have different retention patterns?
Different cohorts can show varied retention due to:
• Seasonal install patterns (holiday vs off-season merchants)
• Product changes between cohort periods
• Marketing channel differences
• External factors (Shopify platform changes, economic conditions)
Comparing cohorts helps identify which factors drive better retention.
Using the Interface
What's the difference between relative and absolute view?
• Relative view: Shows percentages of original cohort size - useful for comparing cohort performance regardless of size
• Absolute view: Shows actual merchant counts - useful for understanding scale and business impact
Use relative to spot trends, absolute to understand business magnitude.
Can I filter logo retention by customer segments?
Yes! You can filter logo retention cohorts by any customer segment you've created. This helps you understand which types of merchants have better retention patterns and focus your efforts on acquiring similar customers.