Loyalty & Retention Driver Analysis

RetainIQ Customer Success Platform · Last Updated: Dec 18, 2024 14:32 UTC

NRR Target

108%

Current: 104.2%

NPS Renewal Gap

34%

Promoter 91% vs Detractor 57%

Detractor Close Rate

29%

-6% vs 35% target

CES Onboarding

4.2/7

-0.9 from Q2

Enterprise Response

36%

-4% vs 40% SLA

Promoter Expansion

18%

+3% QoQ

Avg Loop Close Time

4.7d

-1.2d improved

NPS Tier Cohort Migration (Q3→Q4 2024)

Promoter Retention: 84% stayed promoter, 12% → passive, 4% → detractor

Passive Flow: 18% → promoter, 63% stayed passive, 19% → detractor

Detractor Recovery: 29% closed-loop success (11% → passive, 18% → promoter)

CSAT Decline Velocity by Segment

Effort Score by Journey Stage

Verbatim Theme × Churn Correlation

Heatmap: Theme occurrence % in churned vs retained accounts

UI Issues

Support

Bugs

Onboard

Pricing

Churned

Retained

Darker = higher occurrence. UI Issues show +20% correlation with churn.

Loyalty Tier Distribution Shift

Segment × ARR Tier Survey Coverage Matrix

Red bars indicate coverage below 40% SLA threshold (Enterprise SMB, Mid-Market Enterprise tiers)

Closed-Loop Performance by CS Rep

Rep Name	Detractors	Closed	Conv %	Avg Days	NPS Δ
Sarah Chen	23	11	48%	3.2	+18
Marcus Webb	31	13	42%	4.1	+14
Priya Gupta	19	7	37%	3.8	+12
David Kim	27	9	33%	5.2	+9
Emma Rodriguez	35	10	29%	6.1	+7
Alex Thompson	22	6	27%	4.9	+11
Jordan Lee	29	7	24%	7.3	+6
Taylor Morgan	18	4	22%	5.7	+5

Target conversion: 35%. Sarah Chen and Marcus Webb exceed target; 6 reps need coaching on response velocity.

Sentiment-to-Renewal Lag Distribution

Promoter Expansion

Enterprise 24%

Mid-Market 18%

SMB 11%

% of promoter accounts upgrading within 90 days of NPS survey

NPS Cohort Renewal Rate Trend (8 Quarters)

Promoter Avg

89%

Stable retention

Passive Avg

74%

Declining trend

Detractor Avg

59%

Q3 spike from incident