Outline:

• Dashboard Overview
• Revenue Metrics
• Order Metrics
• Subscription Metrics
• Helpful Resources

Overview

• The cancel flow dashboard includes all information for subscriptions that entered the cancellation flow via the customer portal or if you, the merchant, cancelled manually cancelled the subscription
• Skio recently introduced testing components (treatments) with configurable conditions for different rebuttal actions/messages; learn more here: Conditional Cancel Flow
• This dashboard can also be found on the Cancel Flow page in the Skio app

Data questions this dashboard answers

• How many subscriptions entered the cancellation flow?
• How many subscriptions were recovered and what's the revenue impact?
• What is the daily breakdown of cancellations vs saves?
• Which cancellation reasons were selected and by how much?
• What is the saved vs cancellation rate per reason?
• What is the saved vs cancellation rate per treatment?
  • Note: Treatments are setup by adding multiple rebuttals per cancellation reason on the Cancel Flow page in Skio

Things to keep in mind:

General Metrics

Metrics:

Cancel Flow Subscriptions: This is the total number of unique subscriptions that went through cancel flow. This does not double count a subscription that goes through cancel flow more than one time.

Cancel Flow Saved Subscriptions: This is the total number of unique subscriptions that went through cancel flow and were saved. This does not double count a subscription that goes through cancel flow more than one time.

MRR Saved Cancel Flow: Monthly Recurring Revenue (MRR) for subscriptions is calculated by multiplying the subscription price by the frequency of shipments in a month. For example, if a subscription is shipped weekly, then the MRR would be four times the subscription price, as there are four weeks in a month. Similarly, if a subscription is shipped bi-monthly, the MRR would be half the subscription price.

Cancellation Flow Graph

Graph Description:

• This graph provides insights into the daily (or monthly when date range is expanded) cancellation flow sessions and the outcome (saved, cancelled)
• If a subscription enters the cancel flow multiple times each time will count towards 1 flow session
• Hovering over the column provides the column's value

Saved vs Cancelled Pie Chart

Pie Chart Description:

• This pie chart provides the % breakdown of saved vs cancelled subscriptions that entered the cancel flow
• If a subscription enters the cancel flow multiple times each time will count towards 1 flow session
• Hovering over the column provides the color's numeric value

Cancellation Reasons Pie Chart

Pie Chart Description:

• This pie chart provides the % breakdown of cancellation reasons selected during the cancel flow
• If a subscription enters the cancel flow multiple times each time will count towards 1 flow session
• Hovering over the color provides the color's numeric value

Cancellation Flow Reason Distribution Table

Table Description:

• This table provides the total number of saved, cancelled, and cancelled no treatment shown per cancellation reason
• If a subscription enters the cancel flow multiple times each time will count towards 1 flow session
• Hovering over the row provides the metrics for each color in that row (saved, cancelled, no treatment shown)

Cancellation Flow Treatment Table

Table Description:

• Skio recently introduced treatment options in the cancel flow to test which rebuttals perform best; learn how to set these up here: Conditional Cancel Flow
• To start, select a reason from the dropdown list under "select cancellation reason" (don't worry, this isn't a blank table!)
• Each treatment option per cancellation reason will display including the saved, cancelled, and cancelled no treatment shown metrics in the graph
• In the table, you will find the conditions and actions that make up that specific treatment/rebuttal
• However over the treatment columns to get specific values for each result per treatment
• This data is included in the export found at the top of the page

Cancel Flow Table

Table Description:

• This table provides the results for each cancel flow session
• If a subscription enters the cancel flow multiple times, each session will count towards 1 value and populate as a new row
• Clicking the SubscriptionID link will take you to the specific subscription in Skio
• The reason column is the cancellation reasons selected during the cancel flow
• The status is the result of what happened to the subscription from the cancel flow (cancelled, saved w/ action type, cancelled by merchant)

Helpful Resources

• Full metric definition list: Analytics Definitions & Glossary
• All other dashboard guides can be found here: Skio Data Platform
• Use this helpful guide to find the important KPIs for your store: How to Find Your KPIs