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How to review your Cancellation Prevention analytics

Shopify Checkout integration Migrated Shopify Checkout Integration
Sections

Deep dive into your Cancellation Prevention analytics in a Reports page that reveals comprehensive metrics associated with customer journeys in the cancellation experience. An Activity view allows you to review all customers who interacted with the Exit Survey and export the customer list.

This article explains how to review your Cancellation Prevention analytics to understand how impactful your cancellation strategies are.

Platform:
  • Shopify Checkout Integration
  • Migrated Shopify Checkout Integration

Access reports and analytics

To access your reports and analytics:

  1. Click Churn tools in your merchant portal and select Cancellation Prevention.
  2. Navigate to the specific flow you want to review reports for, click the More actions (three vertical dots) button, then select Reports.

Performance

Note: This feature is only available to Recharge Pro merchants using Cancellation Prevention.

Use the Performance tab to review the Reports page. Filter the data by date, product, and by survey if you created multiple Cancellation Retention experiences.

The following table provides a description of the metrics used in the Performance tab. 

Use case

Cancellation Prevention strategy

MRR saved

Monthly recurring revenue saved. MRR is calculated using the subscription price, presentment currency, and quantity.
Save rate

Percentage of customers who accepted an offer or abandoned the exit survey without canceling.
Subscriptions saved

Total number of subscriptions saved.
Experiences delivered

Total number of Cancellation Prevention experiences displayed to customers.
Total experiences

Experiences are how the customer participated in the survey. This counts how many of those experiences occurred.
Outcomes over time

Experiences grouped by LOST, SAVED, and ABANDONED over time.
Exit survey responses

Survey response for each experience delivered. No response is always tracked as SAVED if a customer leaves the survey before making a response.
Cancellation reasons over time

Exit survey responses overtime.
Outcomes by response

Exit survey responses grouped by outcomes. In this view, Abandoned results are displayed as SAVED. 
Cancellation reasons by SKU

Exit survey responses grouped by product SKUs.
Offer breakdown

SAVED experiences are grouped by offers accepted by users.
Performance by offer

Displays the percentage of offers accepted, offers shown to a customer, and number of offers collected.

Activity

Select the Activity tab to navigate to the Activity view where you can review information about customers who interacted with the Exit Survey.

Use the Activity view to review information such as:

  • The email and customer ID for customers who cancelled
  • The date each customer interacted with the Exit Survey
  • The customer's reason for canceling
  • The strategy presented to them and the customer's resulting action

Note: The response for customers who cancel without selecting a cancellation reason states "other reason".

The Results column displays the result of the customer's experience participating in the Exit Survey:

  • Saved: The customer selected a cancellation reason and claimed an offer (ie. they received a discount code, applied credits, or skipped their next subscription), or the customer selected the "keep subscription" button.
  • Abandoned: The customer accessed the exit survey, but closed it or left the page without taking any action. These customers didn't select a cancellation reason or clicked the "keep subscription" button.
  • Lost: The customer cancelled their subscription.
Note: Customer interactions with the pause subscription feature, before the customer opens the cancellation survey, are not included in the analytics and reports.

Operational analytics

Operational analytics allow you to review in-line metrics such as the number of customers who entered the experience, the number of emails sent, Average Order Value (AOV), and more.

The complete subscription experience results are not displayed until all customers who enter the flow have their next charge processed or cancel their next charge. If a customer delays their charge, these metric results are delayed until the charge processes. For example, if the subscription frequency is monthly, metric results are delayed until the next charge processes in a month.

To access your metrics:

  1. Select the experience to view your metrics.
  2. Click the bar graph icon at the top of the experience.

You can access metrics for each section under the respective card. Optionally, you can click the three vertical line menu and select Export exit survey data to export your data.

There may be a discrepancy between the Saved and Lost totals compared to the total of Entered customers. This is due to a temporary period of time when an experience is pending or in progress. Eventually, if a survey is not completed, it is marked as abandoned and results in a Saved metric.

Resources

See the following resources below for additional information:

Getting started guides

How to guides

FAQ

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