Note: Depending on your access rights to OrangeCRM, some of the options and views listed below may vary. See Security and Access and Revisions.
The Customer Program Rate of Attrition report shows the reduction or attrition percentage of loss of customers through each billing cycle of your program. This report is located on the Customer tab from the main menu. Choose your begin and end dates and your program from the first screen and then click on Display.
You will see two graphs displayed: Program Rate of Attrition and Attrition Percentage.
The Program Rate of Attrition graph (in blue) shows the active customers at the start of each billing cycle. The Attrition Percentage graph (in orange) shows the customer percentage of loss in the cycle.
Below the two graphs is the specific number breakdown.
Billing Cycle -The cycle counter (number) on the transaction.
Custs Start Cycle - How many customers started this cycle. (Moved on from the last cycle.)
Remaining Billable Custs - How many customers remain in this cycle. For some reason they have not move on to the next cycle, and they have not canceled. These would be resolvable customers.
Net Sales - The net amount of transactions for customers in this cycle, ie all sales less refunds and chargebacks.
Cost - The total of the cost amount for customers in this cycle. This total is for customers who do not move past this cycle, but who did make it to this cycle. Any customer in this cycle will not have his cost accounted for in any previous cycle. Any customer moving past this cycle will not have his cost included in this cycle.
Refund Amount - The total dollar amount of refunds disbursed in this cycle.
Percent Loss in Cycle - The percent of customers that were lost (canceled for non-payment/canceled by a CSR/suspended) in this cycle.
Total Canceled Per Cycle - The number of customers that were lost in this cycle in relation to the number that started the cycle. (In the case above, in cycle 5, 248 customers started the cycle, 3 customers were suspended, 4 customers were canceled by CSR and 2 customers were canceled due to non payment (totaling 9); therefore 3.63% of customers who started the cycle canceled.)
Total Canceled Over Time - A running total of lost customers in relation to the number that started the cycle.
Refund Count - The number of customers that were given refunds in this cycle. (This number corresponds with the dollar amount in the Refund column.)
Suspended Custs - The number of customers that were suspended in this cycle in relation to the number that started the cycle. (Part of the number in the Total Canceled Per Cycle)
Canceled By CSR - The number of customers that were canceled by a CSR in relation to the number that started the cycle. (Part of the number in the Total Canceled Per Cycle)
Canceled Non Payment - The number of customers that the system automatically canceled due to non-payment in relation to the number that started the cycle. (Part of the number in the Total Canceled Per Cycle)
Overall Loss Per Cycle - The percent of customers that were lost in relation to the total customers shown. (All customers regardless of cycle).
Overall Loss Over Time - A running total of the percent of customers lost in relation to the total who started. (In the case above, this number ends at 46.12%. This is all 3787 customers who were lost, in comparison to the 8211 that started. The other 53.88% of the customers are in the 'Remaining Billable Custs')
Several variations of this report exist based on the group you select. The program rate of attrition report was created to show all sub affiliates under ONE specific affiliate. For example, you can show them grouped according to acquisition center, customer creation date, affiliate code, affiliate sub code or billing plan. To see these reports, click the link at the top, as shown below.
