Plan Churn
The Insights 2.0 Plan Churn dashboard provides detailed breakdowns of churn types, timing, and impact across sites and plan categories. Sites can use it to analyze current member statuses, reload behavior, and contact details across locations.
- Churn Statistics
- Churning Plans
- Plans Lost
- Historical Statistics
Insights 2.0 dashboards are accessible from within Patheon Portal, or directly from any mobile device or desktop computer at Insights.DRB.com.
Patheon Portal
Mobile
Dashboard Location
Insights 2.0>Plan Analytics>Plan Churn
Dashboard Tools
The Plan Churn includes the following functions: refresh, sign out, last updated time and date, select a dashboard tool, and select a site tool.
Refresh
Dashboards automatically refresh every 15 minutes. However, the dashboard header provides a refresh function to manually force a data refresh. When selected, it refreshes the data for all Insights 2.0 dashboards.
Note: Patheon Portal does not include the Refresh function. Use the web browser reload page function to manually refresh the data.
Sign Out
The user icon in the header provides a Sign Out function to sign out of Insights 2.0.
Last Updated
The date and time, based on the user's location, the dashboard data was last refreshed.
Important: Insights 2.0 dashboard data is near real-time. It reflects a 15-minute delay, so that the data can be processed and accurately rendered in the dashboards.
Select a Dashboard
The Plan Churn dashboard selector is located below the last updated information.
Selecting it opens the Plan Churn dashboard menu.
Churn Statistics
Insights 2.0>Plan Analytics>Plan Churn>Churn Statistics
The Churn Statistics dashboard provides the following information for plans that are actively churning out: total churn percentage, number of ended plans, detail for voluntary vs. involuntary churn, and churning plan details.
Use this to track plans actively churning out, with visibility into churn volume, type, and site-level breakdowns.
Filters
The Churn Statistics dashboard can be filtered by site and month.
Sites
Filter the dashboard by specific site, multiple specific sites, or all sites.
Month - Year
Filter the dashboard by a specific month.
CHURN STATISTICS
The Churn Statistics section provides the following information: churn percentage, number of plans ended, voluntary churn percentage (with previous month comparison), and involuntary churn percentage (with previous month comparison).
Churn Percentage
The Churn Percentage is the percentage of all plans that churned, for the selected filters.
Plans Ended
The Plans Ended is the number of all plans that ended, for the selected filters.
Voluntary Churn Percentage
The Voluntary Churn Percentage is the percentage of all plans that churned at the member's direction, for the selected filters.
% vs last month
The % vs last month is the percentage of all plans that churned at the member's direction as compared to the previous month, for the selected filters.
Involuntary Churn Percentage
The Involuntary Churn Percentage is the percentage of all plans that churned without the member's direction (e.g., could not be successfully renewed), for the selected filters.
% vs last month
The % vs last month is the percentage of all plans that churned without the member's direction (e.g., could not be successfully renewed) as compared to the previous month, for the selected filters.
Churning Plan List
The Churning Plan List provides detailed plan information, for the selected filters.
Site
The Site column provides the site code, for the selected filters.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Churn %
The Churn % column provides the percentage of plans at the corresponding site that churned, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Plans Ended
The Plans Ended column provides the number of plans at the corresponding site that churned, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Voluntary Churn %
The Voluntary Churn % column provides the percentage of plans at the corresponding site that churned at the customer's direction (intentionally ended their membership), for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Voluntary Churn Count
The Voluntary Churn Count column provides the number of plans at the corresponding site that churned at the customer's direction (intentionally ended their membership), for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Involuntary Churn %
The Involuntary Churn % column provides the percentage of plans at the corresponding site that churned without the customer's direction (e.g., failed to successfully renew), for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Involuntary Churn Count
The Involuntary Churn Count column provides the number of plans at the corresponding site that churned without the customer's direction (e.g., failed to successfully renew), for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Churning Plans
Insights 2.0>Plan Analytics>Plan Churn>Churning Plans
The Churning Plans dashboard provides the following information for plans that are actively churning out: count and detailed list of plans currently in the churn process.
Use this to track plans actively churning out, and detailed information for each churning plan's member.
Filter
The Churning Plans dashboard can be filtered by site.
Site
Filter the dashboard by specific site, multiple specific sites, or all sites.
CHURNING PLANS CUSTOMER DETAILS
The Churning Plans Customer Details section provides the number of currently churning plans and churning plans list, for the selected filter.
Churning Plans
The Churning Plans is the number of churning plans, for the selected filter.
Churning Plans List
The Churning Plans List provides detailed information for each churning plan.
Customer Plan ID
The Customer Plan ID column provides the code that corresponds to the churning plan, for the selected filter.
The column can be sorted in ascending or descending numerical order by selecting its header.
Customer Name
The Customer Name column provides the plan member's name, in First,Last format, that corresponds to the churning plan, for the selected filter.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Reload Site
The Reload Site column provides the site code where the churning plan is renewed, for the selected filter.
The column can be sorted in ascending or descending numerical order by selecting its header.
Plan Name
The Plan Name column provides the name of the churning plan, for the selected filter.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Plan Start Date
The Plan Start Date column provides the date, in MM/DD/YY format, that the member's churning plan started, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
The Email column provides the email address of the churning plan member, for the selected filters.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Phone
The Phone column provides the phone number of the churning plan member, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Total Redemption
The Total Redemption column provides the number of plan washes redeemed by the churning plan member, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Last Reload Date
The Last Reload Date column provides the date, in MM/DD/YY format, that the member's churning plan most recently renewed, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Plan Status
The Plan Status column provides the specific status (i.e., reason the plan is churning) for the member's churning plan, for the selected filters. The values that can appear here are:
- Active(In Grace)
- Discontinuing
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Plans Lost
Insights 2.0>Plan Analytics>Plan Churn>Plans Lost
The Plans Lost dashboard provides the following information: voluntary vs. involuntary loss counts by status, trend visualizations by plan and start month, count of plans reloaded via reload button, and recurring revenue saved via the manual Reload function.
Use this dashboard to track voluntary and involuntary plan losses, analyze churn trends, and monitor recovery through reload activity.
Filters
The Plans Lost dashboard can be filtered by site and month or year.
Sites
Filter the dashboard by specific site, multiple specific sites, or all sites.
Monthly | Yearly
Filter the dashboard by a specific month or a specific year.
PLANS LOST
The Plans Lost section provides the following information: voluntary loss (cumulative and by plan), involuntary loss (cumulative and by plan), plans reloaded manually (via Reload function), and revenue saved (due to manual reload).
Voluntary Loss
The Voluntary Loss is the sum of plans that were discontinued, terminated, and expired, for the selected filters.
Discontinued
The Discontinued is the number of plans that were discontinued by the member, for the selected filters.
Terminated
The Terminated is the number of plans that were terminated by the member, for the selected filters.
Expired
The Expired is the number of plans that ended because they expired, for the selected filters.
Voluntary Loss by Plan Start Month
The Voluntary Loss by Plan Start Month is the sum of plans that were discontinued, terminated, and expired, for the most recent time periods, for the selected filters.
Voluntary Loss By Plan
The Voluntary Loss By Plan provides the following information: voluntary loss (cumulative and by plan), involuntary loss (cumulative and by plan), plans reloaded manually (via Reload function), and revenue saved (due to manual reload).
Involuntary Loss (Status: Unpaid)
The Involuntary Loss (Status: Unpaid) is the number of all plans that could not be renewed, for the selected filters.
Involuntary Loss By Plan
The Involuntary Loss By Plan is the number of each plan that could not be renewed, for the selected filters.
Plans Reloaded via Reload Button
The Plans Reloaded via Reload Button is the number of all plans that were manually renewed using the Reload function, for the selected filters.
Recurring Revenue saved via Reload Button
The Recurring Revenue saved via Reload Button is the monetary amount of revenue that wasn't lost due to plans that were manually renewed using the Reload function, for the selected filters.
ENDED PLAN STATISTICS
The Ended Plan Statistics section provides a list of each member whose plan was discontinued, terminated, or expired, for the selected filters.
Customer Plan ID
The Customer Plan ID column provides the plan identification code that corresponds to the member whose plan ended, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Customer Name
The Customer Name column provides the name, in First,Last format, of the member whose plan ended, for the selected filters.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Reload Site
The Reload Site column provides the site that corresponds to renewal revenue for the member's plan that ended, for the selected filters.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Plan Name
The Plan Name column provides the name of the member's plan that ended, for the selected filters.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Plan Start Date
The Plan Start Date column provides the date, in MM/DD/YY format, that the member's ended plan started, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
The Email column provides the email address of the ended plan member, for the selected filters.
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Phone
The Phone column provides the phone number of the ended plan member, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Total Redemption
The Total Redemption column provides the number of plan washes redeemed by the ended plan member, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Last Reload Date
The Last Reload Date column provides the date, in MM/DD/YY format, that the member's ended plan most recently renewed, for the selected filters.
The column can be sorted in ascending or descending numerical order by selecting its header.
Plan Status
The Plan Status column provides the specific status (i.e., reason the plan ended) for the member's ended plan, for the selected filters. The values that can appear here are:
- Discontinued
- Expired
- Terminated
The column can be sorted in ascending or descending alphanumerical order by selecting its header.
Historical Statistics
Insights 2.0>Plan Analytics>Plan Churn>Historical Statistics
The Historical Statistics dashboard provides insights into long-term membership stability through the following information: churn rate history displayed by year and cohort dashboard showing retention trends for the last 12 months.
Use this dashboard to view churn rate history over time and analyze retention trends.
Filters
The Historical Statistics dashboard can be filtered by site and year.
Sites
Filter the dashboard by specific site, multiple specific sites, or all sites.
Year
Filter the dashboard by a specific year.
*The Year filter does not apply to the Plan Retention chart, which always provides the most recent 12 months.
HISTORICAL STATISTICS
The Historical Statistics section provides the following information: monthly voluntary/involuntary churn rate comparisons, 12-month plans sold/ended comparisons, and monthly plan retention, for the selected year and site(s).
Churn Rate History
The Churn Rate History chart provides the percentage of voluntary churn and involuntary churn, for each month, for the selected year and site(s).
Plans Sold vs Ended
The Plans Sold vs Ended chart provides the number of plans sold and the number of plans ended, for each month, for the selected year and site(s).
Plan Retention
The Plan Retention chart provides the percentage of plans retained, based on the date the plan started, for the most recent 12 months*, for the selected site(s).
*The Year filter does not apply to this chart.
