How to Turn On Analytics
Navigate to your Cancellation Survey.
In the top left corner, toggle Show Analytics to On.
Your survey will switch to the inflow-style analytics view.
This view displays session counts, percentages, and progression through each node in your cancellation flow.
Understanding the Metrics
Below is a breakdown of what each metric means.
Overall Save Rate
Overall Save Rate is the percentage of cancellation survey sessions that did not result in a cancellation.
What is a "session"?
A session begins when a customer starts the cancellation survey.
A session is considered saved if the customer:
Accepts a save offer
Abandons the survey (closes out)
Navigates away to another page
Otherwise does not complete cancellation
Important Note About Deleted Nodes
The overall save rate only reflects currently visible nodes in your cancellation survey.
If:
You previously set a cancellation survey live
Customers interacted with certain nodes
You later delete one of those nodes
Any historical cancellations attributed to that deleted node will no longer be included in the overall save rate calculation. This means your overall save rate may change if nodes are removed from an active survey.
Cancellation Reasons
Within the Cancellation Reasons node, you’ll see:
Cancellation Reason: Cancel reason provided on the cancel survey
Count: The number of sessions where that reason was selected
Percentage: The percentage of overall sessions where that reason was selected
This percentage reflects the share of all started sessions, not just completed cancellations.
Example:
If:
10 customers selected “Too expensive”
23 total sessions started
You would see:
10 selections
43% of sessions
In-Flow (Node-Level) Analytics
As customers move through your cancellation flow, each node displays performance metrics.
Below is what each node type shows.
Save Offer
Displays:
Shown: Number of sessions that saw this save offer
Accepted: Number of sessions that accepted the offer
Rejected: Number of sessions that declined the offer and moved to the next node in the flow
Offer Accepted
Displays:
Shown: Number of sessions that landed on the acceptance screen
There are no accept/reject metrics here because this screen confirms the save action.
Confirm Cancellation Screen
Displays:
Shown: Number of sessions that saw this screen
Confirm Cancellation: Number of customers who proceeded with cancellation
Abandoned Form: Number of customers who exited (closed the survey or selected the Exit button) without completing cancellation
Cancellation Complete Screen
Displays:
Shown: Number of sessions that reached the cancellation completion screen
This reflects finalized cancellations.
How to Use This Data
The inflow analytics view helps you:
Identify your most common cancellation reasons
Measure save offer performance
Track where customers drop off
Optimize your cancellation flow to improve save rate
By analyzing session movement and acceptance rates at each node, you can refine your strategy to reduce churn and improve retention outcomes.