- Insights
- Participant Retention Report
Participant Retention Report
The Participant Retention Report summarises how many participants started with you and how many left, month by month, along with your churn and retention rates.
Where to find it
- From the left-hand menu, select Reports.
- Under Participants, select Participant Retention — or click here.
Use the selector in the top right to choose the reporting window: Last 12 months, Last 24 months or Last 36 months. It opens on the last 12 months.
The summary figures
Six figures sit across the top, covering the whole selected window:
| Figure | What it means |
|---|---|
| Total Entries | Participants who commenced during the period |
| Total Exits | Participants who exited during the period |
| Net Change | Entries minus exits across the period |
| Active Participants | Participants active at the end of the period |
| Avg Monthly Churn | The average of each month's exits as a proportion of the participants active at the start of that month |
| Avg Tenure | Average time between commencement and exit, for participants who exited during the period |
Average tenure is shown in days below two months, and in months above that.
The chart
Below the figures, a chart plots Entries and Exits for each month as bars, with Active Participants as a line across the top — so you can see whether growth is coming from more entries or fewer exits.
Retention Cohorts
The Retention Cohorts table follows each intake as a group. Each row is the participants who commenced in a given month, and each column shows the percentage of that group still active in the months that followed.
Reading across a row tells you how long a particular intake stayed. Reading down a column compares intakes at the same age — which is how you spot whether retention is improving over time.
Monthly Breakdown
The final table gives the underlying numbers per month:
| Column | What it shows |
|---|---|
| Month | The month being reported |
| Entries | Participants who commenced that month |
| Exits | Participants who exited that month |
| Active at Start | Participants active at the start of the month |
| Active at End | Participants active at the end of the month |
| Net Change | Entries minus exits for that month |
| Churn Rate | Exits as a proportion of the participants active at the start of the month |
| Retention Rate | The proportion of participants active at the start of the month who were still active at the end |
Entries, Exits, Net Change, Churn Rate and Retention Rate can each be sorted.
Dashes mean different things by column:
- Entries, Exits and Net Change show a dash in place of zero — so a dash there means none that month.
- Churn Rate and Retention Rate show a dash when there is no rate to calculate, which happens when no participants were active at the start of the month.
Things to keep in mind
- Rates are shown to one decimal place.
- A participant archived without an exit date is counted as exiting on the date they were archived.
- The report covers all participants in your account — it isn't filtered to the participants you personally support.