The diagnostic method
A repeatable sequence for subscription churn diagnostics that keeps application analytics grounded in the decisions your team can take this quarter.
Why a method, not a template report
Every subscription application cancels for different reasons. Our method fixes the order of enquiry so we do not jump to pricing conclusions before the cancellation pathway and cohort timing are understood.
The same sequence underpins the flagship Subscription Churn Diagnostic and informs shorter engagements when only one slice of the problem is in scope.
Four movements
Each movement produces artefacts your team can challenge before we write final recommendations.
- Readiness. Agree the questions leadership needs answered, confirm exports for cancellations and plan changes, and walk the live leave flow once together.
- Pathway. Trace every screen, email, and support handoff a subscriber meets when attempting to cancel, noting copy that obscures value or invites accidental exits.
- Cohorts. Compare tenure bands and plan types so early leavers are not mixed with anniversary cancellations that need a different response.
- Synthesis. Rank drivers by evidence strength, map each to an owner, and leave a ninety-day sequence rather than an open-ended idea list.
Materials we typically request
- Cancellation events with tenure and plan markers
- Free-text cancel reasons with original wording preserved
- Sandbox access to the self-serve leave flow
- A sample of support tickets from the fortnight before cancel
What you leave with
- A written diagnostic with ranked churn drivers
- Annotated notes on the cancellation pathway
- Cohort observations tied to backlog candidates
- A closing readout suitable for product and finance together