100% NRR can mean healthy or catastrophic. This scorecard decomposes it into what's actually happening: churn concentration, expansion quality, and structural health.
100%
NRR that could mean anything
20%
Churn it could be masking
12
Diagnostic questions
Most SaaS companies report NRR like it's a health score. It's not. It's a blended number that can look identical for a company that's thriving and a company that's six quarters from collapse. The difference is what's underneath.
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Decompose your NRR
Enter your numbers and answer the first 9 questions. You'll get a preliminary diagnosis — no email required.
Step 1 — Your MRR numbers
Input your retention data
Enter figures from the last 12 months. Use round numbers if exact figures aren't handy.
Net Revenue Retention
--%
Gross Revenue Retention
--%
Step 2 — Diagnostic questions
Churn, expansion, and contraction
Score each question honestly. The number at the end tells you whether the churn and expansion story underneath your NRR is real or borrowed.
Churn concentration
Q1
What percentage of churned revenue came from your top 20% of accounts?
0
Over 40%
1
20–40%
2
Under 20%
Q2
Is your logo churn rate below 10% annually?
0
No
1
Borderline
2
Yes
Q3
Do you know the primary reason for each churn in the last two quarters? Not the CRM category. The actual reason.
0
No
1
Partially
2
Yes, validated
Expansion quality
Q4
What percentage of your expansion came from customers who hit their stated Desired Outcome?
0
Don't know
1
Some
2
Majority
Q5
Is expansion distributed across 30%+ of your base, or concentrated in fewer than 10 accounts?
0
Concentrated
1
Somewhat distributed
2
Broadly distributed
Q6
Could your expansion revenue survive if your top 3 expansion accounts left?
0
No
1
Significant hit
2
Yes
Contraction signals
Q7
Is contraction trending up, flat, or down over the last four quarters?
0
Up
1
Flat
2
Down
Q8
Do you track contraction reasons with the same rigor as churn reasons?
0
No
1
Loosely
2
Yes
Q9
Are customers contracting because they're getting less value, or because they overbought initially?
0
Less value
1
Mixed
2
Mostly right-sizing
3 structural health questions still ahead
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GRR thresholdThe retention floor that determines whether your NRR represents real growth or a treadmill you're running to stay in place.
🔒
Expansion stress testWhat happens to your NRR if your top 3 expansion accounts leave. Most companies can't pass this. The ones that can have a real retention business.
🔒
Value vs. switching costsWhether you're retaining customers because they're getting value or because leaving is painful. This single answer predicts your NRR trajectory 2–3 years out.
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✓ UnlockedStructural health — Questions 10–12
These 3 questions determine whether your NRR is earned or borrowed. A company can score perfectly on churn and expansion and still fail these — which is why most boards only see the problem after it's already compounding.
Structural health
Q10
Is your GRR above 90%?
0
Below 85%
1
85–90%
2
Above 90%
Q11
Would your NRR still be above 100% if expansion dropped by 30%?
0
No
1
Barely
2
Yes
Q12
Are you retaining customers because they're getting value, or because switching costs are high?