Chargebee Retention Key Metrics Definition
How are LA offers calculated in Retention?
How are Passive Deflection rates calculated in Retentions?
Summary
There are several key metrics that we use to measure the performance of a Chargebee Retention Deflection Funnel. These metrics are presented in our Experience Performance Report as well as our Save Performance and Deflection Trends Reports along with other various reports throughout Chargebee Retention. 
Solution
- Experience: The page a canceling user visited in Chargebee Retention.
- Reasons: The reason(s) that were selected by the canceling users who visited that particular Experience.
- Total Sessions: The total number of unique subscriber visits within the unique cancel/save period.
- Canceled: A subscriber who completes the Chargebee Retention page survey and continues to cancel.
- Watchlist: A subscriber who visited the Chargebee Retention page within the save interval (defaults to last 30 days) and has not canceled.
- Saved: A subscriber who has not canceled once the save interval has elapsed after their initial visit to the cancel page.
Note: For customers with Chargebee Billing, Stripe or Recurly Save Validation enabled this will be validated against billing
- Deflect Rate: Percentage of visitors to the page who are initially deflected (Number of deflected (watchlist, save or lost deflect) subscribers / total sessions for a given time period).
- Lost Deflects: A subscriber who was initially deflected but then returned to cancel before the save interval is up.
- Save Rate: Percentage of visitors to the page who are saved (Number of saved subscribers / total sessions for a given time period).
- Modal Offer Accepts: Number of subscribers who click a particular Modal Offer CTA in the cancel Experience.
- Modal Offer Views: Number of subscribers who view a particular Modal Offer in the cancel Experience.
- Modal Offer Accept Rate: Percentage of visitors to the page who accepted a modal offer (Number of modal offer accepts / Number of modal offer views for a given time period)
- LA Offer Accepts: Number of subscribers who click a particular LA Offer CTA in the cancel Experience.
- LA Offer Views: Number of subscribers who view a particular LA Offer in the cancel Experience.
- LA Offer Accept Rate: Percentage of visitors to the page who accepted a LA offer (Number of LA offer accepts / Number of LA offer views for a given time period).
- Total Offer Accepts: Modal Offer Accepts + LA Offer Accepts.
- Passive Deflects: Number of subscribers who exits the cancel experience w/o canceling and/or selecting a modal offer or LA offers.
- Passive Deflect Rate: Percentage of visitors to the page who deflect w/o accepting a LA or Modal offer (Number of subscribers who bounce or select never mind buttons and don’t cancel / total sessions for a given time period).