Subscription Commerce Conversion

The Subscription Commerce Conversion Index, a PYMNTS and Recurly collaboration, examines the make-or-break features that are key to retaining consumers who have signed up for subscription services during the pandemic. The Index analyzes the presence or lack of 47 subscription features across 181 digital subscription commerce services from 10 industries to determine which have the greatest impact on customers’ experiences. We also cross-referenced a census-balanced survey of 2,008 consumers to determine the features that would prevent subscribers from canceling after the pandemic has ended.

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Key findings in the Study Include:

  • 61%: Share of merchants whose sign-up processes were faster in Q4 2020 than in Q3
  • 95%: Portion of top-performing subscription services merchants that supported plan changes in Q4 2020
  • 40%: Share of subscription services merchants that offered free trials in Q4 2020

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PYMNTS Series
Subscription Commerce Conversion Index - July 2020
Subscription Commerce Conversion Index - January 2020
Subscription Commerce Conversion Index - November 2019
Subscription Commerce Conversion Index - June 2019