Cancellation analytics help you understand churn patterns, identify common exit reasons, and measure the effectiveness of retention efforts.
📌 What This Extension Adds: Subscriptions Pro aggregates cancellation data from WooCommerce order meta and subscription logs to provide a cancellation analytics view. The DMSI dashboard widget (added by Subscriptions Pro) surfaces key churn metrics on the WordPress admin dashboard.
Accessing Cancellation Analytics #
Survey response analytics are accessible at WP Admin → DMSI → Subscriptions Pro → General tab. Scroll down to the Cancellation Analytics panel below the configuration settings.
High-level churn metrics are also surfaced on the WordPress Admin Dashboard via the DMSI Subscriptions Pro dashboard widget.
Key Metrics #
| Metric | Description |
|---|---|
| Total Cancellations | All cancellations in the selected period |
| Customer Cancellations | Cancellations initiated by the customer via portal |
| Auto-Cancellations | Cancellations triggered by the auto-cancel system after suspension |
| Admin Cancellations | Cancellations performed manually by an admin |
| Churn Rate | Cancellations ÷ Active subscriptions at period start × 100% |
| Reactivation Rate | Customers who cancelled and later reactivated |
Survey Response Report #
When the cancellation survey is enabled, the analytics panel includes a breakdown of survey responses:
| Cancellation Reason | Count | Percentage |
|---|---|---|
| Too expensive | — | — |
| Not using it enough | — | — |
| Missing a feature | — | — |
| Switching to competitor | — | — |
| Technical issues | — | — |
| Other | — | — |
Free-text responses are accessible by clicking any reason row to expand the individual response list.
Dashboard Widget #
The DMSI Subscriptions Pro dashboard widget on the WordPress admin home screen shows:
- This month’s cancellation count vs last month
- Current churn rate percentage
- Active win-back campaigns count
- Recent reactivations
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## Next Steps
- Win-Back Campaigns Overview — Set up automated re-engagement for cancelled customers.
- Plan Switching Overview — Offer plan downgrades as an alternative to cancellation.
- Pause and Resume Overview — Offer pausing as an alternative to cancellation.