Performance reports
Performance reports provide a comprehensive overview of your subscription program’s health and effectiveness, segmented into three key dashboards. Use the Performance dashboards to understand your subscription program’s performance across metrics, track overall sales and customer acquisition, and uncover lifetime trends for both subscribers and non-subscribers.
This guide explains the information available in the Benchmarks, Checkout, and Lifetime revenue dashboards.
Benchmarks dashboard
The Benchmarks Dashboard displays your subscription program’s performance across three key metrics: Active Churn, Passive Churn, and Average Order Value (AOV). This dashboard shows how your store is performing relative to others in your industry, helping you identify areas for improvement.
Available metrics
View available metrics (Click to expand)
Metric |
Definition |
|
Active Churn |
Compare your customers that are actively cancelling their subscriptions with industry benchmarks, allowing you to identify areas to improve customer retention. |
| Passive Churn | Monitor the loss of customers due to factors such as failed payments and compare these rates across industry benchmarks to help you reduce involuntary customer churn. |
| Average Order Value (AOV) | Analyze your Average Order Value against industry benchmarks, helping you understand your performance and identify areas where you may be able to increase revenue. |
| % of checkout orders with a subscription | The percentage of processed checkout orders that included at least one subscription product. |
Metric scores
A score is displayed for each metric, determined by your store's percentage ranking on the most recently completed month:
- Excellent - Your store's performance is in the top 75% of stores within their vertical.
- Good - Your store's performance is at or above the median, below the 75th percentile of stores within their vertical.
- Fair - Your store's performance is below the median, but above the 25th percentile of stores within their vertical.
- Poor - Your store's performance is in the bottom 25% of stores within their vertical.
Chart data
Additionally, each metric contains a chart visualizing your store’s monthly performance over time. The following table defines what the chart regions indicate.
| Chart regions | Score range |
| Green line | The 75th percentile score |
| Green area | The “Excellent” score range (between 99th and 75th percentile) |
| Cobalt line | The median score |
| Cobalt area | The “Good” score range (between 75th and 50th percentile) |
| Yellow area | The “Fair” score range (between 50th and 25th percentile) |
| Red line | The 25th percentile score |
| Pink area |
The “Poor” score range |
Checkout dashboard
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
The Checkout dashboard tracks subscriber acquisition in the context of overall sales and new customer acquisition. This dashboard gives insights into:
- The percentage of checkout orders completed with a subscription product included
- The percentage of checkout orders placed by new and returning customers, as well as active and churned subscribers
- The percentage of new customers acquired as subscribers versus non-subscribers
- The percentage of new subscribers who subscribed on their first order, versus on a recurring order, as well as which order they were acquired on
Available metrics
View available metrics (Click to expand)
The Checkout dashboard displays the following metrics based on the filtered time period. The dashboard also displays the metrics over time so that you can understand your customers’ behaviors, and gauge the success of your subscription products.
Metric |
Definition |
|
Percent of checkout orders with a subscription |
The percent of processed checkout orders that included at least one subscription product. |
|
Checkout units sold: Subscription vs. one-time |
The percentage of product units sold in checkout orders as either subscription or one-time products. |
|
Checkout order by customer type |
A breakdown of checkout orders placed, based on whether they were placed by:
|
|
New customers: Purchased subscription on 1st order |
A breakdown of customers based on whether they purchased a subscription product in their first order. Customers are defined by the following:
|
|
New subscribers: Subscribed on 1st order vs. subscribed on returning order |
A breakdown of new subscribers categorized by those who subscribed on their first order, versus those who subscribed on a returning order:
|
|
New subscribers by order number subscribed at |
The number of new subscribers during the specified period, categorized by whether they subscribed on their first or later orders. The displayed order number represents the first order from the customer to include a subscription product. |
Lifetime revenue dashboard
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
The Lifetime Revenue dashboard displays the difference in lifetime revenue and orders between subscribers and non-subscribers over their first twelve, twenty-four, or thirty-six months.
Available metrics
View available metrics (Click to expand)
The Lifetime revenue dashboard displays the following metrics based on the filtered cohort range.
Metric |
Definition |
|
Subscriber vs. non-subscriber avg. lifetime revenue |
The average lifetime revenue from both subscribers and non-subscribers by the end of a given period.
Lifetime revenue includes the revenue from subscription and non-subscription orders. The revenue amount includes tax and shipping, with no deductions for returns or refunds.
|
| Subscriber vs. non-subscriber avg. lifetime orders |
The average lifetime number of orders placed by both subscribers and non-subscribers by the end of a given period.
The average number of orders includes subscription and non-subscription orders. |
Subscription Renewal Rate dashboard Early Adopter Program
The Subscription Renewal Rate dashboard helps you understand:
- The percentage of scheduled subscription renewals that are eventually processed
- The outcomes associated with renewals that were not processed, or processed on a date other than the original scheduled date.
Use this dashboard to understand how actions such as skips, reschedules, and payment failures impact your renewal rate and renewal revenue recovery.
View available metrics (Click to expand)
Metric |
Definition |
|---|---|
| Subscription renewal rate | The percentage of subscriptions originally scheduled to renew within the selected period and eventually did renew, either on the scheduled date, before, or after it. You can use this chart to identify gaps between expected and completed renewals.
Note: The renewal rate for a given period can increase over time as some renewals are delayed and are processed after the original date.
|
| Subscription outcomes | A visual representation of the paths subscription renewals take from their originally scheduled date to their final outcome. This chart shows how many renewals were scheduled, rescheduled, and attempted, and how many were ultimately processed, failed, lost, or remain outstanding. Scheduled: Recharge scheduled the subscription renewal. This typically happens after a customer activates a subscription, or after processing or skipping the customer’s last previous renewal. Rescheduled: The renewal date changed at least once before Recharge attempted to charge the customer, or before the subscription was lost. Attempted: Recharge attempted to process payment for the customer upon subscription renewal. Processed: Recharge successfully processed the subscription renewal payment. Failed: The first subscription renewal payment attempt failed due to payment error. Lost: The subscription renewal was lost due to a skipped order, cancellation, or a payment error that was not resolved during the recovery period. Outstanding: The renewal has not processed yet, but may be processed later. Examples include rescheduled renewals that have not yet been processed and renewals with failed payments that are still in the recovery period. |
| Subscription outcomes: Not processed as scheduled | A visualization of the current status of subscription renewals that were not processed as originally scheduled. Error - recovered: The first payment attempt failed, but Recharge later recovered the renewal through a successful retry. Rescheduled - processed off schedule: Recharge processed the renewal after it was scheduled for a different date. Error - in recovery: The first payment attempt failed. The renewal is still in the error recovery process, and may be processed after a retry attempt. Lost - active churn: Either you or the customer manually cancelled the subscription, and the renewal is lost as a result. Lost - passive churn: The renewal was lost because Recharge automatically cancelled the subscription after payment error recovery attempts failed. Lost - stalled: The renewal was lost because the subscription payment attempt failed and could not be recovered within 60 days after failure, even though Recharge did not automatically cancel the subscription. Skipped: The renewal was lost because the subscription renewal was skipped. |
| Subscription actions: days before scheduled date | A visualization that tracks when customers reschedule, skip, or cancel their subscriptions, measured by how many days before the original scheduled renewal date the action takes place. You can use this chart to identify patterns in customer behavior and anticipate churn risks. For example, if many subscribers skip or cancel their renewal on the same day that they receive their “upcoming order” notification email, you could optimize that email to incentivize different actions like delays. |
| Rescheduled subscriptions: Processed date | A visualization of the processed date of rescheduled subscription renewals grouped based on whether they were processed before or after their original scheduled date. |
| Timeline of rescheduled subscriptions | A visualization showing how far before or after the original scheduled date rescheduled orders were processed. |
| Actions by product | A visualization showing a product-level breakdown of skip, reschedule and cancel actions–along with the skip/reschedule/cancel rate for each product. |
