Introduction
The lost customers section helps you track the number of customers lost over time, and provides you with information about customers who are scheduled to cancel subscriptions. This allows you to proactively reach out to these potentially lost customers.
From your Audience Insights scorecard, select the Lost Customers tab to see the information.
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Lost customers in the last
In the Lost Customers section, click the month button to select the specific date for your reporting data.
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In the Lost Customers section, click in the following tabs to see the different options to retrieve data:
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ROLLING
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TO DATE
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LAST COMPLETE
Lost customers per day
Lost customers' metrics will help gain insights into your marketing effectiveness.
Overview
Quickly view a summary of lost customers' data per day.
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Review lost customers' data:
- Total - Total number of subscribers who have canceled their plan
- Involuntary - Typically catches subscribers with a declined or canceled credit card
- Voluntary - Includes an active action by the customer to unsubscribe
- Lost trials - Lost customers who didn't subscribe after a free trial period
Actions
Here are the actions available for this section:
- Click
to expand the graph and see more information.
- Click
to download data as a CSV file or a PNG image.
- Select
to see lost customers displayed in numbers or percentages
- Select a date range for your data.
- Select the x-axis granularity to be Day, Week or
Month.
- Check
to automatically change the x-axis dimension to day, week or month.
Key metrics
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Review key metrics data:
- Paid churn percent - Percentage of your paid subscription base that has left the service in the past 30 days
- Lost trials percent - Percentage of lost customers who didn't subscride after a free trial period in the past 30 days
- Percent stalled trialists - Percentage of Stalled Trialists. Some people sign up, watch a video, and never participate again
- Percent stalled users - Percentage of inactive subscribers
Actions
Here are the actions available for the key metrics section:
- Click
to show benchmark data.
- Click
to download data as a CSV file or a PNG image.
Milestones
Milestones track progress against your decisions and are persistent throughout each tab of the Scorecard.
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Actions
Here are the actions available for the milestones section:
- Click
to add a new milestone.
- Click
to select which views to show.
Scheduled cancellations
Scheduled cancellations describes customers who have marked their subscription to expire at the end of their current paid term. We count this upcoming voluntary churn based on the last day they can use the service.
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Actions
Here are the actions available for this section:
- Click
to download data as PNG image or PDF.
Lost customers by category
The lost customers' category allows you to filter lost subscribers by different options.
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Actions
Here are the actions available for this section:
- Click
to show the options to filter.
- Click
to download data as PNG image or PDF.
Lost customers by video views and viewing activity
Lost customers by video views and viewing activity are metrics that can help every behavior minimize the impact of churn.
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Lost customers by video views
Lost customers by video views -
Lost customers by viewing activity
Lost customers by viewing activity
Actions
- Click
to download data as PNG image or PDF.