Improve your membership program by finding out which cancellation rescue offers are helping retain members for longer. The Membership Cancellation Rescue report shows whether members are choosing to pause, downgrade or accept discounts instead of cancelling after initiating a cancellation in their online account.
To see information in this report, you need to set up cancellation rescue offers on your membership products. You can decide what offers a member sees before they can finalize a cancellation in their online account. The options might be a cheaper plan, a discount, or the option to pause and come back later. Learn more in the guide Offer members alternatives before they cancel.
Report on cancellation rescue offers to see what's working
The Membership Cancellations Rescue report shows all of the successful and unsuccessful attempts to retain a customer after they cancel their membership online.
Here's how:
Go to Reports and All reports.
Select the Membership Cancellation Rescue report.
Use the date selector to select which period to view, and select Apply.
If you want to review cancellation rescue attempts from a certain period (eg. the past 6 months) use the date selector drop down and select Within the last and then select the time period you want to review.
What the fields show
Here's what the fields show in the Membership Cancellations report.
Field | What it shows |
|---|---|
Members name | The name of the member |
Purchase date | Date the membership was purchased |
Rescue date | Date the member started to cancel and was shown the rescue options |
Product | The membership the guest initiated a cancellation for |
Booking ID | The original booking ID of the membership purchase |
Ticket ID | The unique identifier of the membership. This differentiates memberships that were purchased under the same booking ID. |
Switch offered | Whether an alternative membership was offered. Yes / No. |
Pause offered | Whether a membership pause was offered. Yes / No. |
Discount offered | Whether a membership discount was offered. Yes / No. |
Rescue selected | Which of the offered options was selected. Switch / Pause / Discount / Cancelled. |
Reason code | If the member proceeded to cancel, which cancellation reason code was selected (if enabled). Learn more in the guide Capture reasons for membership cancellations. |
Reason given by guest | If the member proceeded to cancel, if they entered a custom reason (if enabled). Learn more in the guide Capture reasons for membership cancellations. |