mohitagw15856
58 lines
2.8 KiB
Markdown
58 lines
2.8 KiB
Markdown
---
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skill: executive-summary
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title: Executive Summary
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input: "Summarise: our Q2 retention dropped from 82% to 76% driven by a new onboarding flow that confused mobile users; we shipped a fix in week 10 and retention recovered to 80%; we recommend a full mobile onboarding rework next quarter."
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source: generated by claude-sonnet-4-6
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---
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# Customer Retention Recovery — Q2 Update
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**Executive Summary**
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*Prepared for: Leadership Team | Q2 Close*
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---
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**Bottom line up front:**
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A flawed onboarding update caused retention to drop 6 points in Q2, from 82% to 76%. A fix shipped in Week 10 has partially recovered retention to 80%. We are recommending a full mobile onboarding rework next quarter to close the remaining gap and prevent recurrence.
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---
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**Background:**
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Retention had been stable at 82%. A new onboarding flow deployed in Q2 created friction specifically for mobile users, triggering the drop. The underlying cause has been patched but not fully resolved.
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---
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**Key findings:**
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- **Retention fell 6 points** to 76% — the primary driver was the new onboarding flow, not churn fundamentals
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- **Mobile users were disproportionately affected**, indicating a gap in mobile QA or pre-launch testing
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- **The Week 10 patch recovered 4 of 6 lost points** (80%), confirming the diagnosis was correct — but the fix was partial
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- **2 points of retention remain unrecovered**, representing ongoing revenue and growth risk if left unaddressed
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---
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**Options considered:**
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| Option | Benefit | Risk | Recommendation |
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|---|---|---|---|
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| Full mobile onboarding rework | Closes remaining gap; prevents recurrence | Requires Q3 resource allocation | **Recommended** |
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| Incremental patches only | Lower cost; faster to ship | Likely to leave structural issue unresolved | Not recommended |
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| No action | None | Further erosion if mobile UX issues compound | Not recommended |
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---
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**Recommendation:**
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Approve a full mobile onboarding rework in Q3. The patch has demonstrated that onboarding is the lever — a complete rework should recover the remaining 2-point gap and restore retention to at or above the 82% baseline.
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---
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**Immediate next steps:**
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- **Product lead** to scope mobile onboarding rework — by end of Week 1, Q3
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- **QA lead** to implement mobile-specific pre-launch testing protocol — before next onboarding release
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- **Analytics** to instrument onboarding funnel for mobile vs. desktop tracking — ongoing
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---
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**Risks of inaction:**
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The 2-point retention gap is currently stable but not recovered. Without structural fixes, any further onboarding changes risk reopening the full 6-point loss. At scale, each retention point typically represents material recurring revenue — leaving this unresolved accepts that risk indefinitely.
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**Full detail:** Available on request from the Product team.
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