Cancellation Reasons
A breakdown of cancellation reasons and when they should be used.
Company Closed - Other: Use this reason when the customer states that the facility is closing for a non-retirement reason and does not provide additional details about the cause of the closure.
Company Sold: Use this reason when the customer states the facility is being sold or undergoing a change of ownership. There may be an opportunity to retain the account by establishing contact with the new owner.
Duplicate Account/Clean-up: Use this reason when the inactivation of an account should not be considered churn. This is typically used for data clean-up projects or when there is a confirmed duplicate account.
No longer have source or X-ray unit: Use this reason when the customer states they no longer require monitoring services because they no longer have an X-ray unit or radiation source and are no longer performing X-ray procedures.
Poor service: Use this reason when the customer requests to close the account due to dissatisfaction with the service provided.
Price: Use this reason when the customer requests to close the account due to pricing, including when they indicate they have found a more cost-effective option with another provider.
Account merge: Use this reason when the account is being made inactive for the purpose of consolidating it into an existing RDC account.
Company closed – retirement: Use this reason when the customer states they are closing the account because they are retiring and the facility is permanently closing. This assumes the facility is not being sold and will not be operated by a new owner.
Reason unknown: Use this reason when the customer does not disclose a reason for closure or when none of the existing reasons apply. *Request a new cancellation reason in this case.
Service no longer required by state: Use this reason when the customer states they are no longer required by the state or regulating authority to be monitored, or when they indicate they have completed their mandated monitoring period.
Lack of product/service offerings: Use this reason when the customer requests to cancel because RDC is unable to provide a specific product or service they require.
Parent company has contract with competitor – consolidating: Use this reason when the customer states they have been acquired, or their organization is consolidating all facilities under a different dosimetry provider for standardization or efficiency.
Switched to RDC digital: Use this reason when the customer is closing a passive badge account because they are transitioning to NetDose™ digital dosimetry.
Other RDC affiliation: Use this reason when the customer is closing the account because they are moving to an existing RDC reseller or other RDC-affiliated account.
Unable to contact: Use this reason when the customer did not request cancellation, but RDC is closing the account due to lack of response. This is generally used when the customer has a balance due or is on a policy hold, and RDC has been unable to reach them to resolve the outstanding balance.