If a customer changes their exit survey response, why doesn't the cancel resolution change?

This page will explain the logic used by the RetentionEngine when a user changes their exit survey response or has a repeat experience within an hour. In handling these experiences, we want to ensure that the analytics are accurate and customers are not able to "game the system" to find the optimal discount.

"Cycling through" Cancel Resolutions

We found that once a customer realized there is an incentive to not canceling, then they'll start clicking on each of the reasons to find the optimal offer. So, once an offer is determined to be shown to the customer, we intentionally don't change this.

After a user responds to the Exit Survey, the RetentionEngine determines which cancel resolution to show that user. Once the resolution is determined, this will be the only resolution shown in any experience with that same Subscription ID for the duration of that billing cycle.

If the user goes back to select a different reason, they will still only see the original cancel resolution, even if that resolution is not applicable to the new reason they selected.

Repeat Experiences Within An Hour

We have found that it is not uncommon for a user to complete an experience with a "saved" result and then return within 5 minutes and go through the RetentionEngine again.

So, if a customer clicks "cancel" again within the hour, they will be directed to the last screen in the RetentionEngine.

Additionally, if a customer abandons the RetentionEngine experience, the outcome in the Experience Results table will be labeled "In Progress" for an hour. After the hour expires, the outcome will be changed to "Abandoned".