Measuring Saves
Track cancel flow effectiveness with save rates, offer acceptance rates, churn impact, and revenue saved metrics.
Measuring how well your cancel flows perform is essential to optimizing them. LostChurn tracks every cancel flow session from start to finish, recording which steps subscribers see, which offers they accept or decline, and the revenue impact of each outcome.
Key Metrics
Save Rate
The most important metric for cancel flow effectiveness.
Save rate = Saved sessions / Total cancel flow sessions
A session is counted as "Saved" when the subscriber accepts an offer (pause, downgrade, discount, or extension) and does not proceed with cancellation. A session is "Churned" when the subscriber declines all offers and completes the cancellation.
| Save Rate | Assessment |
|---|---|
| 30%+ | Excellent — your flows are highly effective |
| 15-30% | Good — typical for well-configured flows |
| 5-15% | Fair — review your offers and survey-to-offer mapping |
| Below 5% | Needs attention — offers may not match subscriber needs |
Churn Rate Impact
Cancel flows reduce your voluntary churn rate. LostChurn calculates the impact by comparing:
- Baseline voluntary churn rate — Churn rate before cancel flows were enabled (or from periods when flows were inactive)
- Current voluntary churn rate — Churn rate with cancel flows active
- Churn reduction — The percentage decrease attributed to cancel flow saves
View this in the dashboard under Cancel Flows > Impact. The comparison accounts for seasonal and growth-related variations to give an accurate picture.
Offer Acceptance Rate by Type
Not all offer types perform equally. Track acceptance rates for each to understand what resonates with your subscribers:
| Offer Type | What to Measure |
|---|---|
| Pause | Acceptance rate, return rate after pause ends |
| Downgrade | Acceptance rate, re-upgrade rate over time |
| Discount | Acceptance rate, retention after discount expires |
| Extension | Acceptance rate, trial-to-paid conversion rate |
Compare these rates to determine which offer types deliver the best retention per dollar of revenue impact. A discount might have a higher acceptance rate than a pause, but the pause might deliver better long-term retention.
Revenue Saved
Revenue saved measures the MRR that would have been lost if the subscriber had cancelled, but was retained through a cancel flow offer.
Revenue saved = Sum of MRR from all Saved sessions
LostChurn captures the mrr_cents value from each cancel feedback record, giving you an accurate picture of how much revenue your cancel flows protect each month.
This metric accounts for the type of save:
| Save Type | Revenue Calculation |
|---|---|
| Pause | Full MRR preserved (billing resumes after pause) |
| Downgrade | Difference between old MRR and $0 (the full lower-plan MRR is saved) |
| Discount | Discounted MRR preserved (full MRR minus discount amount) |
| Extension | Projected MRR if the subscriber converts after the extended trial |
Dashboard Analytics Views
Cancel Flow Overview
The main Cancel Flows dashboard shows a summary of all flow activity:
- Total sessions — Number of cancel flow sessions started in the selected period
- Save rate — Percentage of sessions that ended with a save
- Revenue saved — Total MRR preserved through saves
- Top cancellation reasons — Most common reasons from survey responses
Session Detail
Click into any session to see the full journey:
- Each step the subscriber saw
- Their response at each step (survey answer, offer accepted/declined)
- The offer presented and its configuration
- Final outcome (Saved or Churned)
- Timestamp for each interaction
Feedback Analysis
The Feedback view aggregates survey data across all sessions:
- Reason distribution — Bar chart showing how often each cancellation reason is selected
- Reason vs. outcome — For each reason, what percentage of subscribers were saved vs. churned
- Reason vs. offer type — Which offer types were shown for each reason and their acceptance rates
- Free text responses — Searchable list of open-ended feedback
Trend Analysis
Track metrics over time to identify patterns:
- Save rate trend — Weekly or monthly save rate to spot improvements or regressions
- Revenue saved trend — Cumulative revenue saved over time
- Offer mix — How the distribution of accepted offer types changes over time
- Cancellation reason trends — Shifts in why subscribers are leaving (e.g., a spike in "too expensive" after a price increase)
Using Data to Optimize
Improve Low-Performing Offers
If a specific offer type has a low acceptance rate:
- Check the offer against the cancellation reasons that trigger it — the mapping may be wrong
- Adjust the offer value (e.g., increase discount percentage, extend pause duration)
- Improve the copy — test different headlines and descriptions
- Consider replacing the offer type entirely (e.g., switch from downgrade to discount for price-sensitive segments)
Refine Survey Questions
If "Other" is a top cancellation reason:
- Review the free text responses for common themes
- Add new multiple choice options for recurring themes
- Remove options that are rarely selected
Test Flow Variations
Create multiple cancel flows and run them at different times to compare performance:
- Build a variant flow with different offers or different copy
- Activate it for a set period (e.g., 2 weeks)
- Compare save rates and revenue saved against the previous flow
- Keep the better performer and iterate
Exporting Data
Export cancel flow data for deeper analysis:
- Navigate to Cancel Flows > Sessions or Cancel Flows > Feedback
- Apply any filters (date range, outcome, cancellation reason)
- Click Export and choose CSV or JSON format
Exported data includes all session fields, survey responses, offer details, and outcomes.
Next Steps
- Building Flows — Create or modify your cancel flows based on insights
- Survey Steps — Refine your cancellation surveys using feedback data
- Discount Offers — Adjust discount offers for better performance
Extension Offers
Retain trial users by extending their trial period — configure extension length and target the trial-to-paid conversion moment.
What is Reactivation?
Learn the difference between recovery and reactivation, and how LostChurn helps you win back customers who have already cancelled their subscriptions.