Renewals and Cancellations Trends Over the Last Five Years — PCG

"Our telesales team regularly contacts publishers’ lists of lapsed subscribers around the world in their native language to collect extensive feedback in order to increase the likelihood of recapturing subscriptions. Between July 2007 and July 2012, PCG has completed nearly 300 'Renewal Campaigns' for various publishers. During these campaigns, PCG determined if a lapsed journal subscription was renewed, cancelled or pending and probed further to gain some insight into the reasons that led to the librarian’s decision.

The geographic scope of these campaigns includes calls to subscribers in North America, Latin America, Europe, Australia, Africa, and the Middle East. The data derives from calls covering over 45,000 subscriptions. Lapsed subscriptions from academic institutions, not-for-profit and government agencies, corporations, hospitals, and to a much lesser degree individuals are represented in the sample analyzed below. The following findings are provided as an example of our results and there is no suggestion, implied or otherwise, that it will predict the results of any given campaign."