Churned Accounts Report

This guide will walk you through the Churned Accounts Report, explaining the difference between Churn Events and Churn Conditions, and how the selected time frame applies to each filter.

Navigate to the “Account” section and expand the menu.

Access the “Reports” tab.

Select “Churned Accounts” in the Client Reports section.

The goal of this report is to help you review any accounts that downgraded or cancelled your service during the time frame you select.

To use this report, you must select at least one Churn Event that occurred within the selected time frame. This could include a canceled subscription, package expiration, removal from the Clients list, or removal from a group membership. You can select multiple Churn Events, and the report will display any account that has experienced at least one of the selected events.

Next, you need to set your Churn Conditions, which help prevent false positives in the report. The report results will include only accounts that match ALL of the Churn Conditions you select. For example, if you set “No Current Active Subscription” as a Churn Condition, only accounts with no active subscription at the time you run the report will be included in the results. If you select multiple Churn Conditions, the report will return only accounts that meet ALL of the selected conditions.

Please Note: The “No Charges” and “No Booked or Scheduled Visits” Churn Conditions are the only ones that adjust based on the selected date range. All other Churn Conditions are based on the current account status rather than a specific period.

In this example, we will review all accounts that either canceled a subscription or had a package expire within the selected time frame. For Churn Conditions, we will filter accounts that do not have an active subscription, have no active packages, and have not booked any sessions during the specified period.

Refresh the report to ensure you have the most up-to-date data.

View the Churned Accounts displayed in the generated report.

The “Churned” column displays the Churn Event(s) that caused each account to be included in this report.

By utilizing the Churned Accounts Report, users will gain insights into customer churn patterns, enabling them to take proactive measures that enhance retention.