If your cohort chart doesn’t look right, don’t panic—it usually comes down to
the data feeding into the analysis.  ScaleXP’s cohort analysis is driven by your Customers tab and the filters you have applied. 

Start by checking that the data in the Customers tab is complete and
structured the way you expect. This includes fields like the GL codes and
Tracking Codes or Classes.

Also check that the "lost after" setting is set to just "1 month."

1. Missing or incomplete data

If you are expecting more data – say a higher number of initial customers or
higher initial revenue – the most likely issue is that the data from the
Customers tab has filters applied or had "lost after" set to more than 1 month.

How to check and fix:

• Go to the Customers tab (in the top nav bar)
• Select the relevant report on the left side
• Click the button Configure Report (top right). Here you should carefully review all selection options.
• We recommend always using ‘Revenue Recognition’ View for
  cohort analysis.

2. Values are slightly off- too high or too low

If your numbers are slightly off – too high or too low – it is worth checking
the type of report on the Customers tab.

For cohort analysis, we always recommend using the ‘Revenue
Recognition View’.

If you are not familiar with the different Views on the Customers tab, How to create a new report on the Customers page; How to use Customer page reports throughout the system 

How to check and fix:

• Go to the Customers tab (in the top nav bar)
• Select the relevant report in the left side panel
• Click the button Configure Report (top right). Here you should
  carefully review all selection options.
• We recommend always using ‘Revenue Recognition’ View for cohort
  analysis.

3. Values are much too high

If your numbers are much too high, the issue may be that you are using a
report with ARR. This will create errors because the system expects monthly
data.

For cohort analysis, we always recommend using the ‘Revenue
Recognition View’.

How to check and fix:

• Go to the Customers tab (in the top nav bar)
• Select the relevant report in the left side panel
• Click the button Configure Report (top right). Here you should
  carefully review all selection options.
• We recommend always using ‘Revenue Recognition’ View for cohort
  analysis.

Need help?

Still seeing something unexpected? We’re happy to help. Just contact
support via Live Chat or email (support@scalexp.com) and we’ll walk
through the setup with you to pinpoint the issue.

Next steps

Once your data is aligned, you’re ready to build a meaningful cohort chart.

Explore:

Intro to cohort analysis
New to cohort analysis? Start here to learn what it is, how it works, and why it's important.

Cohort analysis: How to add a cohort chart in ScaleXP 
Step-by-step instructions on how to create a new cohort chart from your
dashboard. Learn the four types of cohort analysis available in ScaleXP—Retention, Lifetime
Value, Net Revenue Retention, and Average Revenue per Customer—with use
cases and calculation examples.