Customer Behavioral Segmentation & Cohort Loyalty

Lumnara — Cohort retention curves, behavioral LTV variance, and pre-churn engagement signals

12-Mo NRR
109.4%
+2.1pp
Avg Cohort 365d Retention
48.2%
+4.3pp YoY
Power User LTV Index
1.52
n=380 customers
At-Risk EFS
29
Below 35 threshold
Avg TTV
14.3d
−3.2d vs Q1
Onboarding Complete %
68.4%
+5.1pp

Cohort Retention Rate by Acquisition Channel

90/180/365-day retention curves — Jan 2024 cohort (410 customers, organic) vs. paid social cohorts

Segment × Tier Retention Heatmap

180-day retention % by behavioral segment and product tier entry point

Top Behavioral Segments by LTV Index

Indexed customer lifetime value (1.0 = portfolio average)

Engagement Frequency Score by Segment

EFS (0-100) — threshold: 35 flags pre-churn risk

Product Tier Migration Rate (Monthly)

Net tier upgrades and downgrades, Jan–Aug 2024

Behavioral Segment Performance Matrix

10 segments + portfolio total — sortable by LTV index, EFS, NPS, wallet expansion

Segment Customers LTV Index EFS Wallet Exp % NPS 365d Retention
Power User 380 1.52 81 24% +47 72%
Champion 290 1.68 88 31% +52 78%
Consistent Engager 620 1.18 64 18% +28 62%
Growing Team 410 1.31 72 28% +38 68%
Steady User 750 0.94 52 11% +16 54%
Occasional Active 380 0.82 41 6% +8 44%
Trial Explorer 290 0.61 33 2% +2 31%
At-Risk Occasional 510 0.68 29 4% +4 28%
Dormant Recent 340 0.44 18 1% −8 18%
Single Purchase 230 0.31 12 0% −14 9%
Portfolio Total 3,200 1.00 56 14% +18 48%

NPS by Segment Over Time

Monthly NPS score, Jan–Aug 2024 — At-Risk segment decline flagged

Onboarding Completion Rate by Cohort

% completing 5+ key milestones within 30 days

Key Journey Touchpoint Completion Rate

5 onboarding milestones — grouped by behavioral segment (Power User vs At-Risk)