A New Streaming Customer Emerges: The Subscription Pauser

Customers have formed new habits of regularly pausing subscriptions and returning to them within a year. From a report: As subscription prices rise and streaming-centric home entertainment becomes the norm, families are establishing their own hierarchies of always-on services versus those that come and go with seasons of hit shows or sports. New data from subscription analytics provider Antenna offer a deeper look at the subscription pausing habits customers are developing as services like Netflix, Disney+ and Apple TV+ become the go-to way of watching TV in many households, instead of cable. The monthly median percentage of premium streaming video subscribers who rejoined the same service they had canceled within the prior year was 34.2% in the first nine months of 2024, up from 29.8% in 2022. The habit of pausing and resuming service means that the industrywide rate of customer defections, which has risen over the past year, is less pronounced than it appears. The average rate of U.S. customer cancellations among premium streaming video services reached 5.2% in August, but after factoring in re-subscribers, the rate of defections was lower at 3.5%. The increasingly ingrained habit underscores the importance of streamers regularly delivering hit shows and films as well as live fare such as sporting events. Streaming services are trying to use a mix of bundles, promotions, well-timed marketing emails and lower-cost ad-supported plans to lure customers back faster or help them feel they are getting enough value to stick around longer.

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