---
title: "Retention Software for Consumer Health Companies"
description: "Churnkey helps consumer health companies understand why members discontinue, respond at the right moment, and improve persistence across their member base."
canonical: "https://churnkey.co/use-case/consumer-health"
category: "use-case"
related:
  - /feature/cancel-flows.html.md
  - /feature/subscription-pauses.html.md
  - /feature/adaptive-offers.html.md
  - /feature/customer-insights-ai.html.md
  - /feature/hosted-cancel-flows.html.md
  - /feature/payment-recovery/index.html.md
  - /use-case/consumer-apps/index.html.md
last_updated: "2026-09-11"
---

# Retention Software for Consumer Health Companies

## Overview

Churnkey helps consumer health companies understand why members discontinue, respond at the right moment, and improve persistence across their member base. It is the retention infrastructure for consumer health: keep more members on your program, ethically and at scale. Treat retention with the same rigor as a surgical process.

## Who We Serve

Churnkey serves every kind of consumer health company:

- **GLP-1 & weight management** — Compounded and branded GLP-1 and weight-loss programs
- **Telehealth** — Virtual care, consultation, and primary-care subscriptions
- **Medications & Rx delivery** — Recurring prescription and pharmacy delivery services
- **Women's & men's health** — Hormonal, reproductive, and sexual health programs
- **Health & fitness** — Coaching, nutrition, and fitness memberships

## Why Patients Discontinue

Churnkey's data across consumer health programs surfaces eight recurring discontinuation reasons:

1. **Tolerability** — Side effects like nausea and diarrhea are the most common early discontinuation trigger.
2. **Cost** — The largest stated cancel reason in Churnkey's cohort. It is also the most misread one (see the insight below).
3. **Have too much medication** — The right response is a plan change to a lower delivery frequency, or a pause until they work through what they have.
4. **Food noise** — Especially for GLP-1 companies. Patients think they can maintain weight loss after stopping.
5. **Not getting desired results** — Often tied to unrealistic expectations about the speed or degree of results.
6. **Reached their goal** — Members who hit their target goals and believe they can maintain without the medication.
7. **Insurance now covers it** — When coverage kicks in for a branded GLP-1, cash-pay members switch. Even the happy ones.
8. **Planning to start a family** — 80% of GLP-1 program members are female according to [Prime Therapeutics](https://www.primetherapeutics.com/w/prime-therapeutics-leading-research-shows-only-1-in-12-remain-on-a-glp-1-drug-for-obesity-at-three-years) data.

## The Insight

In telehealth, cost is the #1 stated reason to cancel, yet discounts convert the worst of any offer.

### Stated Cancel Reasons, Ranked

Why patients discontinue from their memberships, ranked by how frequently each reason is stated in Churnkey's consumer health cohort:

| Why patients discontinue | Share of stated reasons |
| --- | --- |
| Doesn't fit my budget / cost too high | 34.1% (#1 stated) |
| Have too much / enough medication | 9.4% |
| Side effects | 8.5% |
| Just need my meds, not the rest of the service | 8.5% |
| Don't need deliveries anymore | 8.3% |
| Not getting desired results | 7.8% |
| Not happy with the service | 7.2% |
| Want to pick up at local pharmacy | 4.4% |
| Planning to start a family | 4.4% |
| Not happy with medication prescribed | 2.7% |
| Insurance issues | 2.1% |
| Stopped taking the medication | 1.4% |
| Reached my goals | 1.2% |

Cost leads at 34.1% of stated reasons, yet discount offers are accepted at just 6.4%, the lowest of any offer. Members leave over results and clinical fit. Redirects and clinical contact perform much better than discounting.

## Step 1: Ask — Understand Why Members Leave

Churnkey's [Cancel Flows](/feature/cancel-flows.html.md) capture the real reason before the member is gone:

- **Survey step** — Collects why the member is discontinuing, with reasons tailored to consumer health (doesn't fit my budget, have too much medication, side effects, don't need deliveries anymore, stopped taking the medication, other).
- **Freeform feedback** — Free text captures the nuance behind why members actually leave.

## Step 2: Offer — Give Them a Reason to Stay

Churnkey supports six offer types, each matched to specific discontinuation reasons. The page shows each offer with scenario variants:

- **Pause** — Temporarily halts the subscription for a set number of months. Members who are managing side effects, working through existing supply, or navigating a life change (like planning a family) stay in the program without the pressure of an active charge. Scenarios: side effects (1 month to 2 months), excess supply (1 to 3 months), planning a family (3 to 12 months). See [Subscription Pauses](/feature/subscription-pauses.html.md).
- **Plan switch** — Moves the member to a lower tier, a reduced delivery frequency, or a different billing cycle. For members who have accumulated supply or find the monthly charge unsustainable, it keeps them active at a cadence that works. Scenarios: switching from monthly delivery to every 6 weeks for excess supply, or from a full program to medication-only for cost.
- **Trial extension** — Grants additional time before the next charge. It gives members who have reached their goal or are experiencing food noise time to reconsider before making a decision. Scenarios: reached their goal, food noise, not getting desired results (+30 days).
- **Clinical Contact** — Routes the member to a care team member before they finalize their decision. At 11.7% acceptance, it is the right response for any reason that requires a clinical conversation. Side effects, food noise, and unmet expectations all fall here, and each is a scenario on the page.
- **Adaptive Offers** — Uses machine learning to find the right discount amount and duration for each member rather than defaulting to a fixed percentage. Discounts convert at 6.4% in this segment, so this works best after other offers have been presented first. See [Adaptive Offers](/feature/adaptive-offers.html.md).
- **Credits** — Applies a one-time amount to the member's account rather than reducing the recurring price, giving them an immediate reason to stay without committing to a permanent pricing change. Scenarios: side effects, loyalty, cost.

## What Actually Saves Members

Voluntary churn offers ranked by acceptance rate in Churnkey's consumer health cohort. Price is the #1 stated reason to cancel, yet discounts convert worst. Members leave over results and clinical fit.

| Voluntary churn offer | Acceptance rate |
| --- | --- |
| Redirect | 14.8% (best converting) |
| Contact | 11.7% |
| Plan change | 8.4% |
| Discount | 6.4% (lowest) |
| Pause | Data coming soon |

## Step 3: Segment — Every Patient Is Different

- **Segment by program stage** — Route month-1 members into a different flow from month-12 members. Pass any attribute from your billing provider, or any custom variable you send directly, and use it to segment the cancel experience.
- **Segment by member type** — A cash-pay member and an insurance-covered member are in completely different financial situations. Segment by whatever attribute matters most to your clinical model.
- **Segment by dosage tier** — A member on a full dose and a member micro-dosing are in different places clinically. Give each of them a flow that reflects that.

## Step 4: Optimize — Test, Watch, and Stay Compliant

- **A/B test your flows** — Run a pause offer against a clinical contact for the same cancel reason. Let the data decide which one saves more members.
- **Stay compliant** — Many consumer health programs operate under FTC click-to-cancel rules. Churnkey's compliance mode keeps your Cancel Flow aligned with consumer protection requirements without your team having to track regulatory updates.
- **Session recordings** — Watch exactly how members interact with the Cancel Flow. See where they hesitate, what they skip, and what makes them stay. See [Session Recordings](/feature/session-recordings.html.md).

## Understand: Feedback AI

You are getting thousands of free-text cancel responses every month. Reading them by hand is impossible. [Feedback AI](/feature/customer-insights-ai.html.md) reads every response for you:

- **Automatic categorization** — Freeform feedback is grouped into emergent categories and themes for prioritization and analysis.
- **MRR connection** — Rank the impact of your product feedback on your bottom line so you know where to focus your development efforts.
- **Intelligent search** — Use natural language to search for specific feedback, themes, and customers.

## Deployment Options

There are three ways to deploy Churnkey Cancel Flows in your stack:

- **React SDK** — Open-source component you fully control, with optional analytics. See [sdk.churnkey.co](https://sdk.churnkey.co) and the [SDK overview](/sdk-overview.html.md).
- **Hosted flow** — A hosted page with the full retention feature set. Requires no engineering lift. See [Hosted Cancel Flows](/feature/hosted-cancel-flows.html.md).
- **Embed** — Drop-in script for any web app, with an advanced no-code builder. See [Cancel Flows](/feature/cancel-flows.html.md).

## Failed Payment Recovery

Failed payments are recovered with three specialized tools. Across Churnkey's consumer health cohort, the full recovery stack recovers ~29% of failed payments (29 of every 100):

- **[Precision Retries](/feature/payment-recovery/payment-retries/index.html.md)** — Optimized retry schedules and tactics enhanced by machine learning and adapted for your business' bespoke needs. Works effectively with banks without customer intervention.
- **[Omnichannel Campaigns](/feature/payment-recovery/dunning-campaigns/index.html.md)** — When retries can't solve a failed payment, Churnkey's omnichannel infrastructure gets to work across every possible channel, segmented in every possible way.
- **[Payment Recovery Wall](/feature/payment-recovery/index.html.md)** — When retries and campaigns aren't enough, deploy in-app messaging to prevent usage in past-due accounts. Completely configurable, intelligent, and tasteful.

## FAQ

### What tools do you integrate with?

Churnkey connects natively to [Stripe](/integrations/stripe/index.html.md), [Chargebee](/integrations/chargebee/index.html.md), [Maxio](/integrations/maxio/index.html.md), [Paddle](/integrations/paddle/index.html.md), and [Braintree](/integrations/braintree/index.html.md). There is also a custom integration framework that connects Churnkey to any payment provider or subscription management system. Patient attributes like months on program are piped in from your billing provider, and other custom variables like dosage tier can be sent directly.

### How do I get started, and how long does it take?

Three steps. Connect your billing provider, configure your Cancel Flow and recovery sequence, then go live with a dashboard showing save rates, recovered revenue, and campaign performance. Hosted Cancel Flows and Precision Retries require no engineering lift, so most teams are up and running in days.

### What are my deployment options?

Three ways to deploy Cancel Flows: the open-source React SDK you fully control, a fully hosted flow with the complete retention feature set, or a drop-in embed with an advanced no-code builder.

### Does Churnkey handle FTC click-to-cancel rules?

Yes. GLP-1 programs operate under the FTC's click-to-cancel rules, where a non-compliant cancel flow is a real liability. Churnkey's compliance mode keeps your flow aligned with consumer protection requirements automatically, so you can intercept and save members without your team tracking every regulatory update. See the [click-to-cancel docs](https://docs.churnkey.co/cancel-flows/click-to-cancel/).

### Is my data secure and compliant?

Yes. Churnkey is SOC 2 Type I and GDPR compliant.

## Related

- [Cancel Flows](/feature/cancel-flows.html.md) — Personalized, member-appropriate retention experiences
- [Subscription Pauses](/feature/subscription-pauses.html.md) — Empathetic alternatives that keep members connected
- [Adaptive Offers](/feature/adaptive-offers.html.md) — Machine-learning discounts, best used after other offers
- [Feedback AI](/feature/customer-insights-ai.html.md) — Categorization, MRR connection, and search across cancel feedback
- [Hosted Cancel Flows](/feature/hosted-cancel-flows.html.md) — Full Cancel Flow engine on a hosted page, no engineering lift
- [Payment Recovery](/feature/payment-recovery/index.html.md) — Recover failed membership payments
- [Consumer Apps Use Case](/use-case/consumer-apps/index.html.md) — Retention for consumer subscription apps
- [PLG SaaS Use Case](/use-case/plg-saas/index.html.md) — Retention for product-led growth