Enhancing client retention: improved quality transparency and performance tracking to reduce churn
Overview
We saw a 25% decline in retention rates over the last 12 months, particularly among clients in their second wave of projects. This drop is significant among clients who request rework as it did not meet the initial quality levels benchmarked which ultimately meant a slower speed of delivery.
Problem
Users are not finding enough value to continue beyond their initial period. Early performance data suggested that work performance rates had dropped by 20%. Customers who requested a rework were 70% more likely to churn. Engagement with account executives declined. Exit surveys indicated quality levels were unacceptable.
Solution
For this hypothesis, I designed a feature for the operating team to upload the data so the system can make it digestible and the user can take appropriate action. Only 20% of our customers enabled API integration.
Impact
- 70% increase in adoption from accounts not integrated via API.
- Reduced 160+ hours per week to make sense of the data.
- A 15% increase in quality over 3 months accounting for 20% of customers.
