What is save rate?

Save rate is the share of cancellation attempts that end with the subscription kept. It measures one specific thing — how well the cancel moment is handled — and it is the counterpart to churn rate, which measures the outcome across the whole book of subscribers.

#What belongs in the denominator

Only resolved attempts. A shopper who opened a cancel conversation and simply walked away neither saved nor cancelled, and counting them either way distorts the rate. Including abandoned sessions as saves inflates it; including them as cancellations deflates it.

#How WallaB.AI computes save rate

Save rate is the number of concierge sessions that ended saved, divided by the sessions that ended saved plus the sessions that ended cancelled, across all time. Sessions that are still open, or that were abandoned without an outcome, enter neither side. A store with no resolved sessions reads 0 rather than dividing by zero.

The dashboard also plots twelve weekly points, oldest first. Each week's point uses the same ratio among sessions started in that week, so a week with no resolved sessions shows 0 rather than borrowing from its neighbors.

#What moves it

Save rate responds to the offers the concierge is allowed to make and to how honestly the conversation runs. Widening the allowed actions or raising a discount cap tends to raise it — see What are retention guardrails? — but a save bought with a manipulative flow is a subscriber who leaves later and trusts the brand less. WallaB keeps a plain cancel path visible throughout, which is a deliberate ceiling on this number: see Dark patterns in cancellation flows.

Configure the flow on WallaB concierge & guardrails.