Cancelled Members per Reason

Easily see increases and decreases in overall cancellations and why member's cancelled over a period (default is last 30 days).

The color coding of price, content, technical and risk reasons let you see with just a quick glance if a category is becoming a problem.

The cancellation reasons are fully randomized for each member so there is no bias in the way the data is collected.


The Terms

Technical - Access problems

The customer cancels because technical reasons prevented access to the product/service.

Technical - Not easy to navigate the site, features not working as expected

Inability to navigate the site easily and features that didn't work (ex. broken links, video player malfunction, etc.) caused the member to cancel.

Content - Trial content too limited

The customer cancelled because they found the trial content to be too limited.

Content - Not enough updates or content

The customer perceived a lack of updates to content or the total amount of content.

Content - Content not matching expectations

The customer cancelled because the content did not match his / her expectations.

Content - Not happy with the quality of content

A customer cancels because he/she is not happy with the quality of the content.

Price - Too expensive

The customer ended the membership because he/she found the price to be too high.

Price - Great site, no money at the moment

The customer loves the site but is out of cash.

Unknown Reason

The customer cancels without giving a reason for ending the membership.

No reason - Merchant Request

The merchant requested the cancellation on the part of the customer without giving a reason.

No reason - CS - Cardholder request

The cardholder asked customer support (CS) agent to cancel the membership without giving a reason.

Risk - CS - it is not my membership

A customer told a support agent that it was not his / her membership. The agent identified a risk of refund or chargeback and cancelled the membership.

Risk - 3rd party request

Someone other than the merchant and the cardholder requested the cancellation to avoid a refund or chargeback.

Risk - Unwanted additional purchase (xsales, onetime shots, oneclicks, xsale upsale)

The customer claims that he/she made an accidental additional purchase. The customer support team identifies a risk of refund or chargeback.

Risk - Risk rejection - bank reject

The acquiring bank rejects the transaction based on its own risk assessment.

Risk - CS - Fraud/it's not my membership!

A customer tells a customer support agent that fraud has been committed and/or the customer did not create the membership.

Risk - Unwanted rebill/upgrade

A customer claims that the rebill / upgrade was unwanted. The customer support agent identifies a risk of refund or chargeback.

Risk - Chargeback threat

The customer support agent perceived a significant threat of a chargeback and cancelled the membership.

The Math

Cancelled Members per Reason

Count of cancelled members by cancellation reason

The Visuals

X axis (or horizontal axis)

Calendar days

Y axis (or vertical axis)

Cancelled members per reason

The Updates

This report updates daily at 21:00 CET / GMT+2. It shows data from the day before.

The Filters

Default is 30 days like almost all reports

When comparing data ranges it is good to use the same amount of days in the selection and comparison.