Lower Retention Among Existing Customers and Failure to Increase Average Customer Spend
First written in FY2022. 5 of 16 entries say "Worsened", first in FY2024-Q2. Latest entry: 2026-09-14.
Poper moved to the "Worse" side of this theme in 2023, 2 years before the typical company in this theme (2025).
3 other companies' latest entry also says "Other".
- FY2025WorsenedAnnual report
「Customer churn rate (%) Fiscal year ended October 2024 0.4 0.5 0.4 0.4 Fiscal year ending October 2025 0.4 0.5 0.6 0.6」
Among the metrics related to retention among existing customers and increasing average revenue per customer, the full-year churn rate rose from 0.4% to 0.6%, while ARPU declined from ¥54,365 to ¥51,816. - FY2025-H1WorsenedAnnual report
「The number of paying student IDs and other metrics temporarily declined slightly from the end of the first quarter of the fiscal year ending October 2025. This was a temporary seasonal decline accompanying the annual changeover between school grades, and the company expects a gradual recovery through summer courses and other measures.」
The number of paying student IDs declined slightly from 459 thousand IDs at the end of the first quarter to 453 thousand IDs as students moved up to the next grade, while the customer churn rate reached 0.5%. The company also stated that it expects a recovery after this temporary seasonal impact. - FY2024MitigatedAnnual report
「The company was also able to keep the monthly churn rate for its services at 0.4% or below as of the end of October 2024.」
Regarding the risks related to retention among existing customers and increasing average revenue per customer, the monthly churn rate was 0.4% or below and full-year ARPU rose to ¥54,365. - FY2024-Q2WorsenedAnnual report
「Meanwhile, the increase in the number of paying student IDs was limited to a slight increase because the number of students at existing cram schools declined as the new academic year began.」
The number of students at existing cram schools declined as the new academic year began, limiting the increase in paying student IDs. The customer churn rate also rose from 0.4% in the first quarter to 0.5%. - FY2023Large-customer cancellations and maintenance of a low churn rateAnnual report
「Due to the impact of cancellations by large cram-school chains in the second quarter and an increase in projects in which new large cram-school chains were scheduled to begin paying in the second or third quarter of the fiscal year ending October 2024 (February to July 2024), the company was unable to achieve its original plan to begin billing 5 large cram-school chains.」
Although cancellations by large cram-school chains and delays in the start of billing actually occurred, the full-year customer churn rate fell to 0.4%. - FY2023-Q3RestatedAnnual report
「During the cumulative third-quarter period, there were no new business risks and no material changes in the business risks described in the annual securities report for the preceding fiscal year.」
There are no material changes to the risk of declining retention among existing customers and failure to increase average revenue per customer in the risk disclosures. - FY2023-Q2MaterialisedAnnual report
「The number of paying student IDs declined from the first quarter due in part to cancellations by large cram-school chains with low average fees that use only the communications functionality, as well as the changeover between academic years.」
In addition to cancellations by individual cram schools, cancellations also occurred among large cram-school chains with low average fees that use only the communications functionality. The number of paying student IDs declined from 344 thousand IDs in the first quarter to 308 thousand IDs. - FY2023-Q1MaterialisedAnnual report
「In the cram-school segment, some individual cram schools cancelled their subscriptions due to the closure of classrooms and other factors.」
Cancellations by existing customers actually occurred due to the closure of classrooms at individual cram schools and other factors. The overall customer churn rate was 0.5%. - FY2022First statedAnnual report
「The anticipated increase in average revenue per customer may not be achieved.」
The company plans to respond by adding functionality, enhancing support, increasing staff in the customer success department, and pursuing additional IDs, upselling and cross-selling.