Subscriber Experience
& Retention Survey

The Insight Challenge

With the first wave of annual subscriptions approaching renewal, the iPaper needed to understand what was driving subscriber satisfaction and loyalty - and identify which audiences were most at risk of lapsing. The insight had to be specific enough to inform a clear retention strategy across content, product, UX and subscriber communications.

The project we crafted

A full-service subscriber experience survey for a fast-growing digital news brand - combining satisfaction tracking, churn risk profiling and content/UX gap analysis to directly inform iNews's subscriber retention strategy.

  • A 15-minute branded online survey issued to iNews's full subscriber database - profiling usage behaviours, content and service experience, and overall satisfaction across CSAT, NPS, CES, Product-Market-Fit and active referral

  • Identification of at-risk subscriber segments based on churn likelihood, content engagement and switching intent - pinpointing where loyalty was most fragile and why

  • Granular value gap analysis across content quality, UX, app experience and service - identifying where iNews was under-delivering against subscriber needs and expectations

Outcomes

A condensed replicable CX survey framework for ongoing tracking - alongside a full insight report, KPI dashboard and senior stakeholder debrief