Case Study: a large U.S. publisher boosts subscriber restarts with Mather Economics' Frictionless Stop Initiative

Large U.S. Publisher saves 42% of attempted stops with Mather Economics

The customer, a large U.S. publisher, wanted to improve its subscriber experience and build long-term relationships by allowing digital subscribers to cancel their subscriptions online. Mather Economics worked with the publisher, installing its Listener product and integrating it with the client's tech stack to address this challenge.

Mather Economics implemented a test that provided a select group of subscribers with an online cancellation process featuring a response tree with offers and a survey. This solution saved 42% of attempted stops. The results showed a 45% improvement in the restart rate and a 2.32% improvement in the stop rate for the test group, demonstrating the effectiveness of the frictionless approach developed by Mather Economics.