Customer value

Customer value is a single field under Settings → Customer value, with four parts:

Nothing else is needed. There is no churn flag to maintain: stopping paying is derived from the value itself (see below).

Send the amount as a trait on identify, called with a secret key from your backend:

• Major units: euros, not cents. 99 means €99 when the currency is EUR.
• The configured period, for every user. If the setting says month, convert yearly plans to their monthly amount before sending.
• A plain number: a JSON number, or a string such as "99.50". Negatives, separators, exponents and symbols ("1,200", "€99") are refused with a 422 that names the trait, and nothing is written.
• Send it before or after configuring. Sentriment records every numeric trait your server sends, so a value sent last month counts the day you turn the setting on, and switching from mrr to arr later keeps working.

Every figure is qualified with what it measures and the number of users behind it. With a monthly value labelled MRR in euros:

The value stays out of issues filed to GitHub or Linear, since a public repository would publish it. The configured trait is also left out of segment breakdowns.

A user stopped paying when their value goes to 0 after Sentriment recorded a positive value for them. Only values your server sends with a secret key count; the widget cannot set or change them. Nothing has to be flagged: send the new value when it changes.

• A cancellation, a downgrade to a free plan or a pause, sent as 0, counts.
• A smaller positive value (249 to 99) is still paying. Contraction is not tracked.
• Removing the trait, or sending null, does not count. null from your server erases the recorded value and its history, and the user's value becomes unknown. To record a stop, send 0.
• A user first seen at 0 has not paid yet. Only a 0 that follows a recorded positive value is a stop.
• A user who pays again is paying again: the positive value clears the stop.
• Tracking starts when a positive value is first recorded. Sending the same 0 again does not move the date.

One user over a year, as your server sends it and as the profile shows it:

A theme counts a user as having stopped paying after reporting when the stop is at most 14 days before their first feedback in that theme, or any time after. A cancellation survey written just before the cancellation still counts. Imported feedback (CSV and connector history) is dated by its original date, not by the day you imported it.

Next to the money, a monthly or yearly value shows how often the users behind a theme stopped paying, and compares it with everyone else:

• Who counts: the users behind the theme who were paying when they reported, dated by their first feedback in the theme.
• The rate: how many of them stopped paying after reporting, divided by that count.
• Compared with: the same rate across every identified user with feedback, each dated by their first feedback anywhere.

“Paying when they reported” means Sentriment had a positive value for them that started before the report and had not already stopped by then. A user first seen at 0 who upgrades after reporting, one who had stopped and comes back later, and one who had stopped more than 14 days before reporting did not pay when they reported and are left out. A user whose first recorded value was already positive counts as paying since before any report, because when they started is unknown.

For example, 8 users behind “Pricing · per-seat cost too high” were paying when they reported, and 2 of them have stopped paying since: 25%. Across all 22 users who were paying when they gave feedback, the same 2 stopped: 9%. The theme page reads “2 of 8 who paid when they reported stopped paying (25%)” and “2.8× the rate across all users”.

Small numbers make rates meaningless, so the comparison is withheld unless the theme has at least 5 users who were paying when they reported, the baseline has at least 20, and the baseline rate is above zero. A theme where nobody has stopped paying shows no comparison either, since zero against the baseline says nothing the counts do not. The counts are always shown next to the rate.

A saved Ask answer drops an amount when fewer than 5 users are behind it, so a stored figure can never single out one person's value.

With period once, the value is what a customer spent, such as an order value. Themes read “€4,180 order value behind this theme · 12 customers”. A one-off purchase cannot stop, so there is no stopped paying, no “lost” figure and no rate.

The value is per user, and sums add up users. If every seat of a €900 MRR account carries mrr: 900, a theme reported by three of its seats shows €2,700. Two ways to handle it:

• Send the account's value on one seat, such as the owner or billing contact, and nothing on the others. If other seats already carry the value, clear it with null, not 0: a seat that goes from a positive value to 0 counts as having stopped paying.
• Accept per-seat sums as a measure of reach. The count next to every figure (“N paying users”, or “N customers” for a one-off value) shows how many seats are behind it.

• Change the trait, label or period at any time. Themes, users and new alerts switch at once, and nothing your server sent is lost: values are recorded for every numeric trait, so switching from mrr to arr needs no re-send. Saved Ask answers keep the currency, label and period they were taken with.
• Change the currency only to match what your server sends. Amounts are never converted: every value is read in the currency the setting names.
• Turn it off from the same form. Money disappears from every theme, user, Ask answer and the alert history on the Alerts page. Nothing is deleted: the values your server sent are kept, and turning it on again brings everything back. Alerts already delivered to Slack or email are not recalled.

If a theme or a user shows no value, check these in order:

1. Customer value is set up under Settings → Customer value.
2. The users are identified. Feedback must carry the same userId you send to identify. A theme whose feedback is all anonymous has no one to put money on, and the theme page says so.
3. The value comes from your server with a secret key. A value in the widget's data-traits or from a public key is dropped: the widget logs a [Sentriment] warning in the browser console, and a direct call returns the warning in its response.
4. The value is a plain number in major units. Once the trait is configured, "€99" or "1,200" is refused with a 422 that names the trait; before that, it is kept as a plain trait and never becomes money.
5. The user pays now. A theme's figure adds up users whose current value is above 0; a user who stopped paying after reporting is counted under stopped paying instead, and one who had already left before reporting is in neither figure.

Settings → Customer value shows how many users your server has sent the trait for, and how many of them pay now.