The Cancel Survey Analytics dashboard gives you a full picture of how your cancellation survey is performing, from top-line save and churn rates and which save offers are working, to which cancellation reasons your subscribers cite most. Use it to understand what's driving subscriber churn and where your retention strategy is landing.
Navigate to Analytics > Cancel Survey in your left-hand navigation to access the dashboard.
Before You Begin
The Cancel Survey Analytics dashboard reflects data from your active cancellation surveys. If you haven't set up a cancellation survey yet, visit Setting Up Your Cancellation Survey first.
📌 Note: If you see an alert banner that states "Make sure the selected survey was active during the given time period", your selected date range falls outside of when that survey was active. Try expanding the date range or switching to All in the Survey filter.
Filters
Three filters at the top of the page apply to all sections of the dashboard.
Date: Sets the date range for all metrics. Defaults to the last 3 months.
Display Increment: Controls the time granularity of the Saved vs Cancelled chart: Day, Week, Month, Quarter, or Year. Defaults to Month.
📌 Note: If you select Day as your Display Increment, the Date filter is limited to a maximum 3-month range.
Survey: Filter all data by a specific cancellation survey, or leave set to All to see metrics across every survey.
Save Rate Through Cancel Survey
This section shows how often your cancel survey is successfully retaining subscribers.
Overall Save Rate: The percentage of cancel survey sessions that did not result in a cancellation. This includes sessions where a save offer was accepted, and those where the cancel flow was abandoned without completing a cancellation.
Est. MRR Saved: An estimate of the monthly recurring revenue retained through the cancel survey during the selected period, based on each saved subscriber's most recent order value.
Subscriptions Saved: The total number of subscriptions that entered the cancel survey and did not cancel.
Below the stat cards, a proportional bar shows how each save offer contributed to total session volume, followed by a table with offer-level detail.
Column | What it shows |
Save Offer | The title of the save offer displayed to the subscriber in the cancel survey flow |
Type | The save offer type: discount code, order delay, custom URL, or free gift |
Cancellation Survey Name | The survey where this offer was configured and accessed |
Seen | The number of unique sessions where this offer was displayed |
Accepted | The percentage of sessions where the subscriber accepted this offer, resulting in a retained subscription |
The table defaults to showing the top 4 offers. Click See All to expand all offers, and See Less to collapse.
✅ Best Practice: The Save Rate table sorts by most successful offer first. Your top row is your strongest performer. Consider making that offer the default experience for your highest-risk segments.
Churn Rate Through Cancel Survey
This section shows where your cancel survey is not retaining subscribers.
Churn Rate: The percentage of cancel survey sessions that resulted in a cancellation.
Subscriptions Churned: The total number of subscriptions that entered the cancel survey and did cancel.
Same Day Cancellations: Subscriptions cancelled on the same calendar day they were created.
📌 Note: A high number of Same Day Cancellations can indicate a new subscriber experience issue worth investigating.
Column | What it shows |
Save Offer | The title of the save offer displayed to the subscriber |
Type | The save offer type |
Cancellation Survey Name | The survey where this offer was configured |
Seen | Unique sessions where this offer was displayed |
Churned | The percentage of sessions where this offer was seen and the subscriber still cancelled |
The table defaults to showing the top 4 offers by churn volume. Click See All to expand, See Less to collapse.
💡 Tip: High Seen count with a high Churned % means that offer isn't resonating. Consider testing a different offer type or a higher-value discount for that audience.
Saved vs Cancelled
The Saved vs Cancelled chart shows the volume of saved and churned sessions over time, with a save rate trend line overlaid.
Saved (bars above the axis): The count of cancel survey sessions that did not result in a cancellation. Includes both accepted save offers and abandoned cancel flows.
Churned (bars below the axis): The count of sessions where the subscriber completed their cancellation.
Save Rate (line overlay) : The save rate percentage plotted on the right Y-axis for each time period. Use this to track whether your retention is trending up or down over time.
The legend below the chart shows the Save Rate dot, the total Saved count, and the total Churned count across the full selected date range.
Cancellation Reasons
The Cancellation Reasons table breaks down why subscribers are leaving, and how well each reason is being retained.
Column | What it shows |
Cancellation Reason | The reason the subscriber selected during the cancel survey |
Cancellation Survey Name | The survey where this reason was configured |
Selected | The percentage of all cancel survey sessions where this reason was chosen |
Count | The total number of sessions where this reason was selected |
Saved | The percentage of subscribers who gave this reason and did not cancel |
Save Count | The number of subscribers who gave this reason and did not cancel |
Churned | The percentage of subscribers who gave this reason and completed a cancellation |
Churn Count | The number of subscribers who gave this reason and completed a cancellation |
The table paginates at 10 rows per page. Use the Rows per page dropdown to show 10, 25, or 50 rows. Navigate with the Back and Next buttons, which show your current position (e.g. 1-10 of 5,664).
Viewing "Other" Responses
If your cancel survey includes an Other free-text reason option, a View Responses link appears in that row. Clicking it opens a full-page table showing every subscriber who selected Other, along with the text they entered and whether their session ended in a save or a churn.
💡 Tip: "Other" responses often surface cancellation reasons your survey options don't currently cover. Review them periodically to see if a new reason option should be added to your survey.
Cancellation Reason Intensity
The Cancellation Reason Intensity table shows how often each cancellation reason is selected within the time range, making it easy to spot spikes, lulls, and seasonal patterns.
Each row is a cancellation reason. Each column defaults to a calendar month, and can be adjusted with the top-level filters. The value in each cell is the number of times that reason was selected during that time period.
Color scale: Cell color reflects relative frequency across the entire table. Darker cells indicate that reason was selected more often relative to other cells; lighter cells indicate it was selected less often. A single color scale applies across all reasons and all months simultaneously, so the darkest cell in the table is always the highest-frequency combination.
📌 Note: The table defaults to the past 12 months and updates when you change the date filter. A Low to High color legend appears below the table.
Save Offer Effectiveness by Cancellation Reason
The Save Offer Effectiveness table cross-references your cancellation reasons with your top-performing save offers, showing you exactly which offers are working for each reason subscribers give.
Each row is a cancellation reason. The plain columns give you the overall picture for that reason; the heatmap columns show you how many times each top save offer was accepted for it.
Column | What it shows |
Cancellation Reason | The reason selected during the cancel survey |
Total | Total cancel survey sessions where this reason was selected |
% of All | This reason's share of all cancel survey sessions in the date range |
# of Saves | Sessions with this reason that ended in a save |
Save Rate | Percentage of sessions with this reason that ended without a cancellation |
Save Offer columns (e.g. 20% Off, Change Frequency...) | The number of times each top save offer was accepted by subscribers who gave this reason. A dash (--) means that offer was not accepted for this reason in the selected period |
Color scale: Heatmap columns use a color scale where darker cells indicate higher offer acceptance for that reason. A Low to High legend appears below the table.
Save Rate color: Save rate values appear in green when above 8%, helping you quickly spot which reasons have strong retention outcomes.
💡 Tip: A dark cell in the Save Offer columns means that offer is resonating strongly with subscribers who cite that reason. If "Too Expensive" lights up for "20% Off," that's your confirmation to keep, or expand, that pairing.