How Retail Subscription Merchants Can Win and Retain High LTV Customers

Cost Isn’t the Real Reason Consumers Bail on Retail Subscriptions

Sure, when asked why consumers cancel retail subscriptions, many say cost. But dig deeper and you find that it really isn’t that at all, even for discount seekers. At least that’s what PYMNTS’ latest study of 2,094 U.S. consumers on retail subscriptions, “How Retail Subscription Merchants Can Win and Retain High LTV Customers,” a collaboration with sticky.io, finds.

Inside the August Decision Guide

28%: Portion of loyal consumers who would cancel if the merchant renewed their subscription without their permission
20%: Share of bottom-performing merchants that offer guarantees or refunds, compared to 100% of top performers that do
7%: Portion of bottom-performing subscription merchants that allow changes to product selection, compared to 93% of top performers that do