Retention
Who is likely to cancel
The churn score and band on each active subscriber, the factors behind it, and what to do with the list.
Each active subscriber carries a churn score, refreshed on the hourly maintenance pass, and a band: high, medium or low. High and medium subscribers are listed on your dashboard and under Retention AI, worst first, with the factors that drove the score.
What to do with it
- Point a high-risk save offer at them, so your best offer is spent where it changes an outcome.
- Reach out before the cancel, not after. A skipped delivery or a paused month keeps a subscriber that a cancellation loses.
- Read the factors. A list of at-risk subscribers who all failed a payment last cycle is a dunning problem, not a product problem.
An empty list is a real answer. When no subscriber is at elevated risk the page says so rather than padding the list with the least-bad rows. A score is only useful if it is allowed to say "nobody".
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