🚨 What is the Churn Prevention Screen?
The Churn Prevention screen is designed to help you stay ahead of client cancellations by showing which of your clients may be at risk of leaving (or "churning"). Paige uses data signals and behavior patterns to estimate a Churn Risk % for each client. This allows you to take early action by focusing on the clients that may need extra attention.
👉 Important: This feature is currently in beta, which means we’re actively improving it! Expect even better insights and proactive alerts in the near future.
⚠️ Big Fat Warning
The Churn Risk % is a helpful tool, but not a crystal ball.
Paige uses data to make an educated guess, not a guarantee.
Low risk doesn’t mean no risk.
Please don’t ignore your clients just because they show up with a low churn score. Human behavior is unpredictable, and clients can leave for many reasons that data can’t detect.
We’re here to help you spot trouble early, not give you permission to coast. 😉
🔍 How to Use It
When you go to the Churn Prevention screen, you’ll see a list of your clients, each with a Churn Risk % next to their name. The higher the percentage, the more at risk they are likely of canceling their service.
To see more details about that client's improvement suggestions:
Click on the option to 'view' suggestions from the Churn Prevention screen.
You’ll be taken to their Optimizations tab for that client.
At the very top of that page, you’ll see a few suggested action cards. These are based on Paige’s data analysis and point to what’s most important to fix.
Focus on these cards! They highlight what’s likely impacting their performance and what the client may not be doing well enough.
What Does the Churn Risk % Mean?
The Churn Risk % is a number between 0% and 100%, with 100% being very high risk. Paige calculates this using a mix of different signals about how the client is doing in terms of improvement and how engaged they are. Some of the key things Paige looks at include:
Factor | What It Means |
Days Since Last Google Review | If it’s been more than 14 days since a new review, that increases churn risk. |
Days Since Last Image Was Uploaded | If Paige hasn’t had a new photo to upload in over 14 days, that adds risk. |
Days Since Onboarding The Client | Newer clients (especially those in the first 90 days) are considered higher risk. |
Improvement from Baseline Rankings | Clients that haven’t seen much progress may be more likely to leave. |
Keywords in Reviews | Fewer reviews with useful keywords in the last 90 days = slightly higher risk since it indicates they are not using your review request link. |
…and more! | Paige combines several factors in the background to come up with a smart estimate. |
🔁 How Often is the Risk Score Updated?
Right now, the churn calculations refresh each time the main admin user logs in to Paige. We are working on an update so that these scores update automatically in the background soon. Note: the Churn Prevention screen is only accessible by Paige admins, not additional users yet, meaning to see the Churn Prevention Dashboard, you must currently by logged into the primary Google account connected to Paige.
🔴 What Does a Red Box Mean?
On the client’s Optimizations tab, if you see a red highlighted box, pay close attention. This means there’s a metric that’s not doing well. Some examples include:
🆕 The client is within their first 90 days (based on their first baseline heatmap report date OR their manually set onboarding date if you added one to the Reporting automation tab).
😬 It’s been more than 14 days since their last Google review.
📷 Paige has gone over 14 days without uploading a new image for them.
If you see any of these, that’s your cue to check in with the client, encourage new reviews, upload new media, or review their rankings.
👋 Need Help?
If you're not sure what a red box means, or if a churn score seems off—we're here for you! Just click the live chat bubble inside your dashboard and one of our friendly support team members will help you sort it out.