Metrics Changing?

Hi there!

I wanted to get some insight into a scenario I've been experiencing. My team has been using Pendo to track feature and page utilization across the product. To do this we go to Product > Pages or Features then select the page/feature we want information about. We then use account segments (such as people who attended a webinar or interacted with an email campaign) and date ranges to understand success.

We've been noticing that even when keeping the same criteria of segments and date ranges, our numbers are fluctuating. For example, we looked at the number of accounts from a segment of 200 accounts, that visited a specific page on 12/20/24 and it said 100 accounts. When checked again about 2 weeks later (same segment of 200 accounts that visited a specific page on 12/20/24), it said 75 accounts.

Why did this number change? Does Pendo automatically exclude accounts it's deemed as churned? How does it decide that and is there a way to adjust the criteria?

Any insight would be helpful!

Thank you!