The “Churned Users” dashboard provides a comprehensive view of your churned user base, helping you understand who is leaving, when they are leaving, and why.
How we get these data
Churned Users data is gathered from Shopify API App Events to support decision-making.
Understand the dashboard
Churned Users is the total number of shops identified as having stopped using the application. A user is considered Churned if they fall into one of the two cases:
Hard Churn: The shop has performed the action of uninstalling the application.
Soft Churn: The shop still has the application installed but is closed, frozen, or forced to pause by Shopify (could be due to payment issues, compliance, etc.).
1. Churned Users
The chart visualizes the total number of churned users over time, combining both Churned (hard churn) and Deactivated (soft churn) events, with a percentage comparison against the previous 31-day period. You can view the chart in either Combined/Separatemode.
The panels below offer a quick historical comparison of your total churned user count against previous months and years.
2. Day of Churned Customers
This bar chart shows the total number of customers who churned on each day of the week, helping you identify if there are specific Peak day for user churn.
3. Plans
This chart provides an overview of which specific plans churned users were on, helping you identify if a particular pricing tier is experiencing higher attrition rates.
4. Churned Customers
This table provides a real-time log of your most recent churned customers. It includes the Customer's shop name, the Date they churned, their last active Churned Plan, and the MRR Lost as a result.
How Churned Users data can benefit you
Reflects Real Health: By combining both active uninstalls and inactive stores, you get a true reflection of your app's health. This helps you identify users who are tired of using the app but forgot to uninstall and are at high risk of uninstalling or not renewing paid plans (Soft Churn), allowing for a more accurate assessment of retention.
Retention Optimization: Classifying Hard Churn and Soft Churn helps Marketing devise appropriate strategies, such as win-back campaigns for Hard Churn and Re-engagement campaigns for Soft Churn.
