Docschargebeedocs

HomeBillingPaymentsRevRecGrowthReveal
Support

Product Updates

  • Release Notes

Getting Started Guide

  • Getting Started Guide

Managing Experiences

  • Getting to know the Experience Manager

Reporting

  • Reporting Overview
    • Navigating the Dashboard
    • Understanding the Insights Report
    • Discovering Trends
    • Getting to know Customer Pages
    • Retained Revenue Cohort Report
    • Calculating lost and saved revenue
    • Reporting on Experience/Page Performance
    • Reporting on Offer performance
    • Reporting on Deflection and Save Trends
    • Benchmark Widget on Dashboard
    • Filtering Reports by Audience or Experience
    • Pulse Dashboard Report
    • Retention Email Digest
    • A/B Test in-house vs. Retention using Bypass
    • Lift Report
    • Percent of Cohort Still Paying
    • Reporting on Fields in Customer Pages
    • Tracking Responses to Feedback Offer Modals
    • Reporting on Customers Last Action
    • Cohort vs. Event-Based Reporting
    • Reporting Terms and Definitions
    • Chargebee Retention Key Metrics Definition
    • Exporting Data from Reports
    • Smart Routing (Beta): Machine Learning in Chargebee Retention
    • Voluntary Churn Reports

Chargebee Billing Integration

  • Chargebee Billing Integration Features

Settings and Installation

  • Navigating the Chargebee Retention Settings Page

Integrations

  • Integrations Overview

Starter Churn Insights

  • Starter Churn Insights

Retention Best Practices

  • Testing in Chargebee Retention

Security

  • Chargebee Retention Security Overview
  1. Retention
  3. Reporting
  5. Reporting Overview
  6. Understanding the Insights Report
Proactively retain, expand, and grow revenue with Chargebee Growth - the next evolution of Chargebee Retention.Built on top of Chargebee Billing, Growth empowers you to design, experiment, and deploy monetization strategies not just at the moment of cancel but across the entire subscriber lifecycle.Go through ourdocumentationto know more.
  1. Retention
  3. Reporting
  5. Reporting Overview
  6. Understanding the Insights Report

Understanding the Insights Report

The Insights Report collects the Reason your customer Cancels or Downgrades from the Chargebee Retention Page, and aggregates the data into an easy-to-digest report you can break down in a number of ways. At a glance, view the number of visits to your Chargebee Retention Page alongside the number of Cancels, Saves, and Deflect Rate.

image

A Reason on the Insights Report is the customer facing option for why they choose to cancel on the Chargebee Retention Page Reason Survey. Reasons are based on Chargebee Retention Categories, but customized for your business.

The Category on the other hand, is the broader grouping for different Reasons on the Cancel Page Reason survey like Pricing, Company, Execution, Product, Customer Experience, Needs, and Shipping and Handling.

image

For example, the Reasons "Never got setup" and "Customer Service was Unsatisfactory" both fall under the Category of Customer Experience, but speak to very different problems. Never got setup indicates a need for more focus on customer onboarding, where a poor customer experience might speak to more QA for customer support, but both problems are likely solved by the same team or department.

Drilling into your Insights

Clicking into a specified Reason will pull up a drilldown list you can export.

image
Use the Reasons drilldown to export a list specific to a reason or problem, like if you only wanted a list of folks that left because they never properly onboarded, but not those who had a poor customer experience.

Was this article helpful?