Your performance dashboard is where you can view all the important data on how Upzelo is saving revenue and customers. You'll also find insight into what's working well and what isn't.
It's updated in real-time, so you can keep track of what is happening in your cancellation flows, without delay.
Revenue and Customer KPIs
By default, Upzelo shows you the last 7 days of data, for all of your flows so that you can keep track of weekly top-level trends easily. You can drill down further using the date selector and flow filter dropdowns at the top of the screen.
Saved revenue and Saved customers
The Saved revenue and customers stats are the KPIs to report back to your boss or CEO every day. They are true indicators of the level of success of your retention flows, because they reflect an actual revenue gain that wouldn't have been invoiced if a cancellation flow had not been in place at the point of cancellation.
The Saved revenue is calculated as follows:
When a customer starts a flow and doesn't cancel they are marked as pending or at risk, based on whether they accepted an offer or abandoned the flow.
After a customer is marked pending or at risk, Upzelo waits until their next bill. Once their next bill has been sent, it marks them as saved and includes the revenue of that bill only in the saved revenue sum.
Any saved revenue not in the account display currency is converted back to the primary currency, on the date of the invoice.
Note. You can adjust the display currency in settings.
Lost and Cancelled customers
The lost customers KPI is a true indicator of the level of customers that have continued to cancel in the time period. A lost customer is defined as follows:
When a customer starts a flow and doesn't accept an offer or a deflection they are marked as pending cancel until their their cancellation date occurs (unless, Upzelo is set to cancel the subscription immediately in settings).
After a customer is marked as pending cancel, Upzelo waits for their next bill date. When that date occurs and the customer is not billed because they were not saved or did not decide to undo their cancellation, it marks them as lost.
For every flow that ends in a cancellation, this activity is counted to measure flow performance against accepted offers and deflections. The cancelled stat retains a count for a cancel activity that ends up being superseded by a save, or the customer deciding not complete the cancellation at their next billing date.
Current at risk revenue
When a customer starts a flow, they are marked as at risk until they complete the flow or they cancel their subscription. If they do not complete the started flow within 1 hour, an 'Incomplete' activity is logged in the Live stream. The at risk revenue saved sum includes revenue associated with the customer for the billing period at the time of the session.
For example, let's say 3 customers have incomplete sessions in the last 30 days, and 2 customers had an incomplete session but also went on to cancel or accept an offer in the same period.
- Customer A has a monthly plan, for £10 a month.
- Customer B has a monthly plan, for £15 a month.
- Customer C has an annual plan, for £120 a year.
- Customer D has an annual plan, for £120 a year, but went on to cancel in the period.
- Customer E has a monthly plan, for £10 a month, but went on to accept a 10% offer in the period.
The 'At risk' revenue will show a total of £145, which is the combined sum of customers A, B and C.
This stat is not affected by the date filter on the dashboard as it is the total current sum of all customers in an at risk state.
Current pending revenue
When a customer accepts an offer or a deflection during a flow, they are marked as pending save until their next bill / invoice is sent. The accepted offer or deflection is also logged in the live stream, and the started activity disappears.
This stat is not affected by the date filter on the dashboard as it is a total current sum of all customers in a Pending state.
Customer's that click cancel and start to engage with a flow, do so with the single purpose of trying to cancel or modify their subscription. Upzelo deters the cancellation with the flow offers and messaging, but regardless of an offer being accepted or a flow being abandoned the subscriber will still have an active cancellation mindset that you'll want to keep track and stay aware of until their next bill.
Customers enter the watchlist when they start a flow, or flows. They exist in the watchlist until they cancel their subscription, or their next bill is sent (they are saved). During this period of time, it's possible that the customer may try to cancel again and so Upzelo provides tools to retry to save them if they try to cancel.
A customer is labelled At risk, when they abandon a flow without completing it.
A customer is labelled Pending save, when they accept an offer or a deflection.
A customer is labelled Pending cancel when they cancel, but are awaiting their next bill date, before they are lost.
The Live stream shows a continuous timeline of sessions started by your customers and their outcomes. Choose All activity to see more, apply filters and export to CSV.
Live customers are those that interacted with a flow in the last hour.
Accepted customers are those that have accepted an offer, change or deflection.
Incomplete customers are those that interacted with a flow over an hour ago but have not since passed a billing date.
Cancelled customers are those that have chosen to cancel one or all of their subscriptions.
Cancellation flow insights
Each insight can be filtered by the date selector and flow filter dropdowns at the top of the screen.
Top cancellation reasons
This is a summary of the response categories selected by your cancelling customers. It's broken down to percentages, so you can see the primary driver for your churn rate.
Top survey responses
Indicates the most common survey responses, so that you can make improvements to your product, or cancellation flows.
Top offers / deflections accepted
For every offer and deflection that has acceptance data, the number of times the offer has been accepted is shown. Use the spider charts to compare the success rate of your monetary offers (accepted) against each other, as well as side-by-side with non-monetary offers (deflected).
Flow test performance
If you have created and published a flow which includes an offer test, then the performance of those tests will be shown on your dashboard. Only live tests will be displayed on your dashboard.