Your save rate is the single most important metric in Churn.io. It tells you what percentage of customers who tried to cancel were retained by a retention offer. This article explains how it is calculated and how to improve it.
How save rate is calculated
Save rate is calculated as:
Save Rate = (Saves / Total Sessions) x 100
For example: if 100 customers opened your cancel flow and 32 of them accepted a retention offer, your save rate is 32%.
💡 What is a good save rate?
Most Churn.io customers see save rates between 15% and 40%. Where you land depends heavily on your pricing, the quality of your retention offers, and how targeted they are to specific cancel reasons.
Where to find your save rate
Your overall save rate is displayed prominently on the main Dashboard. You can also see save rate broken down by individual flow from the Flow Performance analytics page, and by cancel reason from the Cancel Reasons page.
How to improve your save rate
Match offers to reasons: a customer cancelling because of price should see a discount, not a pause offer. Use audience targeting to connect the right offer to the right reason.
Test your offer copy: the headline and description of your offer have a large impact on acceptance rate. Use A/B testing to find language that converts better.
Improve your survey reasons: vague reasons like "Other" make targeting difficult. The more specific your reasons, the more precisely you can respond to them. Read Setting Up Your Survey for best practices.
Review declined feedback: customers who declined your offer and left feedback are telling you exactly what would have changed their mind. Read this regularly.
💬 Questions or concerns?
Get help from our support specialists at Churn.io. Click the chat icon at the bottom of your screen to reach us directly.