Summary
When members choose to cancel through the Member Portal, Join It helps organizations gather valuable insights by capturing the reason behind their cancellation. This data can be used to identify trends, address concerns, and take proactive steps to improve retention.
Viewing Churn Insights
Organization Admins can easily access and review this feedback:
Go to the Members tab.
Click Settings.
Select Edit Cancellation Settings.
On this page, you’ll see a graph like below that displays churn insights, broken down by the reasons members selected. This gives you a quick visual overview of the most common cancellation drivers.
Description of screenshot: Displaying the Churn Insights page in Join It
Using Churn Insights to Improve Retention
By analyzing the reasons provided, organizations can:
Spot recurring themes (such as pricing or engagement) that lead to cancellations.
Adjust membership benefits, pricing, or communication strategies.
Develop targeted win-back campaigns based on the most common churn reasons.
How Cancellation Reasons Are Collected
During the cancellation process, members are prompted to select one reason from a set of options. This feedback is automatically stored in your Join It account, giving you direct visibility into why members are leaving.
Description of screenshot: Displaying the Membership Cancellation page
Available Cancellation Reasons
Members can choose from the following options when canceling:
🛍 Dissatisfied with my membership
💰 Price concerns
🤷🏻♂️ Not using my membership enough
⭐ Other circumstances
🚫 Prefer not to say
Frequently Asked Questions
Can I customize the cancellation reasons?
Currently, the cancellation reasons are pre-set. This ensures consistency in reporting and makes it easier to track trends across time.
How often is the churn insights graph updated?
The graph updates automatically as new members cancel and select a reason. You’ll always see the most up-to-date breakdown.