Key takeaways
- Cancel flow save rate moves with routing, matching the response to the reason, more than with the size of the offer.
- A cancel flow that identifies the reason first recovers 17 to 33% of cancellations, while leading with a discount saves under 5%.
- “Too expensive” needs a price reframe and “too much product” needs a skip option; a discount solves neither.
Most brands run cancel flow tests the same way.
Pick an offer.
Show it to everyone.
Measure save rate.
Try a bigger offer.
Measure again.
Five tests later, save rate has barely moved.
The mistake is not the offer.
The mistake is showing every subscriber the same screen.
The subscriber who says “too expensive” and the subscriber who says “I have too much product” are not the same problem.
One needs a price reframe.
The other needs a skip option.
A discount solves neither.
The variable that moves save rate is routing.
Not the offer size.
A cancel flow that identifies the reason before it responds recovers 17 to 33% of cancellations.
A flow that skips the reason and leads with a discount saves under 5%.
Here is what a fully routed cancel flow looks like:
Five reasons. 2-3 sub-reasons. A treatment for each.
Price is never price. It’s value & cost.
Product didn’t work is feel or expectations.
No longer use might be they never used it.
Top class cancel flow saves 1 in 3.
Underperforming saves 1 in 20.
That’s more than your acquisition this month.
Losing more than 1 in 3? Book a call.
