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How to Use the Retention Report

The Retention Report provides detailed insights into customer retention across all campaigns and products. Understanding which campaigns generate the most loyal customers helps optimize business decisions and drive growth. This comprehensive reporting tool offers detailed data throughout the customer lifecycle with various filters to refine results, such as analyzing customer retention by affiliate to identify partners bringing long-lasting customers.

Step 1: Access the Retention Report

  1. Click Go to E-commerce.

  2. Go to Reports.

  3. Select Retention from the Reports dropdown menu.

Access the Retention Report

Step 2: Configure Report Filters

The Retention Report provides several filtering options to analyze customer retention data:

  • Campaigns: Choose specific campaigns to analyze retention performance across different marketing channels.

  • Date Range: Select the specific time period you want to analyze for customer retention patterns.

  • Products: Filter by specific products to understand which offerings have the best customer retention rates.

  • Include Declines/Retries: Toggle this option to include or exclude declined transactions and retry attempts from your retention analysis.

Retention report filter interface

Step 3: Generate the Report

  1. Click Search to generate the Retention Report.

Retention report results table

Step 4: Navigate Between Cycles

The Retention Report includes 10 different cycle tabs (0x through 9x) that allow you to analyze customer retention across different billing cycles:

  1. Click different cycle numbers at the top of the results table to change the cycle data viewed.

  2. Understand how customer behavior changes over time and identify retention patterns.

  3. Use the cycle tabs to analyze performance across different billing periods.

Understanding Key Metrics

The Retention Report provides several important metrics to help you understand customer retention:

  • Affiliate ID/Name: Shows which affiliates are driving customer acquisition.

  • Approval Rate %: Percentage of successful transactions for each cycle.

  • Total Attempted: Total number of transaction attempts.

  • Net Approved: Number of successfully approved transactions.

  • Declined: Number of declined transactions.

  • Error: Number of error transactions.

  • Void/Full Refund: Number of void or full refund transactions.

  • Partial Refund: Number of partial refund transactions.

  • Void/Refund Amount: Total amount of void and refund transactions.

  • Net Revenue: Total revenue generated for each cycle.

  • Churn Rate: Percentage of customers lost in each cycle. Only visible on cycles 1x through 9x (not shown on the 0x tab).

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