Customer dashboards
The Customer dashboards are a feature within Recharge Analytics and provide insights into how customers are interacting with your business and their subscriptions. These key performance indicators tell a story of your customers’ lifecycles, allowing you to pinpoint where to target your marketing efforts and provide loyal customers with discounts.
Access the Customer dashboards
- Click Analytics in your merchant portal.
- Select Customers and choose which report you want to review.
Customer Overview dashboard
The Overview dashboard provides information about your active and churned customers. This dashboard is available to all merchants.
Active customers are defined as customers with at least one active subscription with at least one queued order at the time of data population.
You may consider these metrics when implementing marketing campaigns, or when trying to increase the overall Lifetime Value of your customers.
Filters
Use the Date Granularity option to segment your data by days, weeks, months, or quarters.
Use the Date Range option to set the time frame for your data.
Available metrics
View available metrics (Click to expand)
Metric |
Definition |
|
Total New Customers |
Reflects the number of customers who completed a checkout purchase within the date range specified. |
|
Avg Orders per Customer - Active Customers |
Displays the average number of orders completed by active customers. |
|
Avg Active Days - Active Customers |
Displays the average number of days a customer stays active. |
|
Total Active Customers |
Displays the total number of active customers as of yesterday. |
|
New Customers vs. Active Customers |
Displays a graph that compares the number of active customers (grouped by date) versus the number of new customers per date. |
|
Total Churned Customers |
Displays the number of customers that have canceled and are considered inactive within the date range. |
|
Passive Churned Customers |
Displays the number of customers who are considered inactive due to a Passive Cancelation. A Passive Cancelation is when a customer’s subscription is made inactive due to a failure to process the charge (ie. a billing issue with the credit card). |
|
Churn Rate |
Displays the percentage of customers that churned within the specified date range. |
|
All-time Churned Customers |
Displays the total number of customers that have churned as of yesterday. |
| Churned Customers | The number of customers who churned each day in the time period set. |
Customer Cohort dashboard
The Customer Cohort dashboard allows you to gain insights into customer retention and if the customers are staying active after checkout. This dashboard is exclusively available to Recharge Pro merchants.
You can further explore cancelation metrics, and gain an overview of the most popular cancellation reasons.
Filters
Configure the specific cohort you wish to investigate using the Cohort (Customer Signup) option.
Available metrics
View available metrics (Click to expand)
Metric |
Definition |
|
Total Customers |
Displays the number of customers who signed up within the user-selected timeframe. |
|
Avg Charge per Customer |
Displays the average number of charges to date generated by the customers in the cohort. |
|
Avg Charge Value |
Displays the average total sales amount per charge by cohort. |
|
Churn Rate |
Displays the percentage of customers who canceled within the user-selected timeframe. |
|
Customer Cohort Today |
Displays a breakdown of the specific customer cohort by charge status. |
|
Customer Cohort Over Time |
Displays the growth of each charge status within the specific customer cohort. |
|
Customer Cohort Today - Table |
Displays data on a more granular level, breaking down customers by churn classification and determining the percentage of customers per classification, as well as the total number of customers in each classification. |
| Cancellation Reason |
Displays the reasons why customers cancel their subscriptions. |
| Total Dunning & Dunned Subs |
The total number of subscriptions that are currently in the dunning process, or have been through the dunning process. |
|
% Dunning |
Displays the percentage of customers currently in the dunning process. |
|
% Recovered |
Displays the percentage of customers who have been through the dunning process in the past and remained active. |
|
% Cancelled |
Displays the percentage of customers who have been through the dunning process in the past and had their subscription canceled. |
|
Subscriptions in Dunning |
Displays the number of subscriptions with charge-related errors grouped by the number of charge attempts. |
|
Subscriptions - Recovered |
Displays the number of subscriptions in the specific time period that had a charge-related error but remained active, as well as the charge attempts made. |
|
Subscriptions - Cancelled |
Displays the number of subscriptions in the specific time period that canceled due to a charge-related error, as well as the number of charge attempts made. |
Cohort Retention dashboard
The Cohort Retention dashboard makes it easy to compare retention and sales across cohorts and within the cohort. This dashboard is exclusively available to Recharge Pro merchants.
By default, Cohort Retention is measured by month. If you would like to measure retention by the number of orders instead of months, create a Customers export and pull the data from the orders_count column.
Each data table displays cohort information month over month, providing insight into how customers behave as a group.
At this time, it is not possible to filter Cohort Retention by product SKU.
Filters
Configure the specific cohort you wish to investigate using the Cohort (Customer Signup) option.
Available metrics
View available metrics (Click to expand)
Metric |
Definition |
|
Customer Retention by Month |
Displays the percentage of customers with active subscriptions by cohort over time. Each row represents a different cohort of customers based on the month in which they signed up. Each column represents the month the data is being analyzed. This data shows the percentage of customers in each specific cohort who still have active subscriptions over each month. MO 1 is the number of customers with an active subscription at the end of the cohort signup month. MO 2 is the number of customers with an active subscription at the end of the month following the cohort signup month. This continues for subsequent months (ie. MO 3, MO 4). For example, for the 2019-02 cohort, MO 1 is the percent of cohort with active subscriptions at the end of February 2019 and MO 2 is the percent of the 2019-02 cohort with active subscriptions at the end of March 2019. |
|
Total Sales |
Displays the total sales month over month broken down by cohort. MO 1 is the total sales generated by the cohort within their signup month. MO 2 is the total sales generated by the cohort in the month following their signup month, which continues by subsequent months (MO 3, MO 4, and so on). For example, for the 2019-02 cohort, MO 1 is the total sales that the cohort generated in February 2019 and MO 2 is the total sales that the 2019-02 cohort generated in March 2019. |
|
Total Sales by Active Customers |
Displays a heat map showing the average total amount spent by each cohort month over month. These metrics are calculated using the total sales generated by each cohort in the timeframe, which is then divided by the number of active customers each month. The Total Sales/Cohort Size column represents the average total amount spent by each customer in the cohort by adding the total sales for that cohort and dividing it by the number of customers in that cohort. |
