Mediastream's OTT platform includes a new feature that allows you to request information from users about their reasons for canceling their subscriptions. This functionality not only improves direct user feedback but also provides regular analytics that facilitate the identification of patterns and opportunities for improvement in retention.
Feature Configuration
The feature activation is available at: Next > Advanced Settings > Subscription Cancellation Form.
The feature includes, by default, five pre-defined response options, available in the various languages configured on the platform, in case the OTT has the multi-language option enabled. For it to function, it is necessary to activate the "Use Feedback Form" button. Once enabled, users must select one of the 5 available reasons and, optionally, can add comments before completing the cancellation of their active subscription.
These options are fully editable according to the feedback that our clients wish to obtain from their subscribers. For these adjustments, the feature must be active. Once the changes are managed, they must be saved using the "Save" button, located at the bottom right. In addition, to ensure the change in the OTT flow, it is necessary to publish a new web version.
The user must cancel their subscription from the "My Account" section in the web version. By clicking on the corresponding button, a pop-up with the cancellation form will be displayed.
Once the user completes the form, a second popup will appear with a farewell message and an invitation to review the available plans again, as part of a retention-oriented action.
These popup messages can be customized according to the client's preferences within the OTT Manager settings.
OTT Analytics
Within the analytics module of the accounts associated with OTT, a new tab is incorporated dedicated exclusively to the cancellation form. In this section, following the existing analysis flow, the detail of users who have canceled their subscription will be displayed, filtered by date and classified according to the reasons configured in the feature.
It is important to note that if changes are made to the form options, the history corresponding to previous versions will remain available, preserving the traceability of the data according to the period in which each option was active.
As can be seen in the image, the first thing displayed is a graph showing the total number of users who canceled their subscription, according to the established date filter. This is followed by a details section indicating the number of users associated with each of the selected reasons. Finally, a pie chart is included that presents the exact percentages per cancellation reason, allowing clear identification of which option shows the highest recurrence when users decide to cancel their subscription in the OTT.
These analytics provide a report in CSV format, which is downloaded directly from the arrow icon located at the top of the percentage pie chart.
In this CSV file, the cancellation date, the user's Platform ID, their first and last names, email address, and the selected cancellation reason are highlighted in more detail. Additionally, and only if the user has entered a comment, an additional column will be included at the end of the file with this information.
If you have any related questions please do not hesitate to write us through the chat.
Atte. The Mediastream Team.