Peloton says only 0.65% of its subscribers cancel each month. Here's why customer-retention experts

Peloton, in the paperwork it filed for its initial public offering, touted data indicating that few subscribers to its fitness video service canceled each month. The company's churn rate — the portion of customers who cancel in a given period — appears to be far lower than that of Planet Fitness or even Netflix. But its churn numbers shouldn't be taken at face value, customer-retention experts said. They're most likely understated because of numerous factors, including the huge number of...