Talk to all your customers. Ask your customers who are leaving. Don't guess their reasons for leaving. Actually ask all of them directly. Ask the new customer

Talk to all your customers. Ask your customers who are leaving. Don't guess their reasons for leaving. Actually ask all of them directly. Ask the new customers who are signing up, why they are signing up? Ask the customers who are not leaving, what they use it for, what they like about the service and what they don't. Corroborate with your own metrics. It's a temporary phase. You'll get over this.