Partnership KPIs
As part of the Checkmyfile service, we want to make sure your customers are getting real value from their subscription. To help us monitor this, we track a couple of key KPIs across our partners.
Same-Day Cancellation Percentage
Partner expectation: 30%
This measures the percentage of customers who cancel on the same day they sign up.
This matters because customers who cancel straight away may not have time to explore the full benefits of the service, such as support from our customer care team, dispute resolution, and daily credit report updates.
A higher rate can suggest that customers may not fully understand the service yet, or that it may not have been introduced to the right audience. Tracking this helps us support better customer outcomes and aligns with our shared responsibilities under the FCA’s Consumer Duty.
Subscription Continuation Percentage
Partner expectation: 40%
This measures the percentage of customers who stay subscribed after the free trial period.
Customers who continue beyond the trial are usually finding ongoing value in the service. A lower rate may suggest that customers are either unclear about the benefits of a Checkmyfile subscription or that it may not be the right fit for them.
By keeping an eye on this KPI, we can better understand customer engagement and work together to improve results.
Why does this matter?
Together, these KPIs give us a clearer picture of customer engagement and value. They help us work collaboratively with partners to make sure the service is being presented in a way that is clear, relevant, and aligned with customer needs.
Ultimately, the goal is not just subscription sign-ups, but ensuring that customers are supported in making informed decisions and receiving meaningful benefits from the service.
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