| Percent who use this tactic | |
|---|---|
| We track data about which digital content online users engage with | 86% |
| Customer service tracks reasons for cancellation or lapse | 74% |
| We send surveys via email | 68% |
| Customer service collects more general feedback about the website, news content, etc. | 62% |
| We ask visitors to answer a survey while they are on our website or app | 25% |
RETENTION: Q1 tactics for studying subscribers
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About the Author: Stephanie Castellano
Stephanie Castellano is a former editorial manager for API. She helped shape API’s editorial direction and produced API’s daily newsletter, Need to Know, which offers fresh, valuable insights for journalists, news executives, researchers and other media stakeholders. Before then, Stephanie was the communications manager for the Newseum Institute, the education and programs arm of the Newseum in Washington, D.C., where she produced a weekly newsletter on press freedom and other First Amendment rights that the Institute is working to advance. Stephanie has also worked as a writer and editor for the Association for Talent Development, a nonprofit dedicated to developing professional talent; and has reported on food and agriculture issues for The Christian Science Monitor, Civil Eats and Next City.
Find her on Twitter @SL_Castellano.
