How an engagement actually runs

This page is the timetable we use for the flagship churn risk diagnostic. Other commissions borrow pieces of it; they do not pretend to be the same three weeks.

Before week one

You send a short brief: app name, audience, the leaving story you already hear. We send an access list: event export or a watched session in your own charts, cancel-flow screenshots, three months of tickets if volume allows, billing calendar. We do not ask for passwords to production. A named person on your side keeps the access moving.

Week one — traces, not slides

The analyst reads cancel copy and a sample of tickets in arrival order. They mark verbs people use when they leave: “pause,” “too many,” “couldn’t export,” “partner plan.” A first note goes back to you naming which traces are missing. If a cancel screen only exists in staging, we wait.

Week two — the sitting and the people

One sitting is the cohort cut: which week the leaving concentrates, and whether that week is a billing artefact. The second sitting is interviews — support, success, a product owner. We ask when they last watched someone try to leave. We do not run a survey of your users unless you already have recordings and want them read.

An optional afternoon can be held at Office 11, 19 Sample Avenue, Birmingham ZZ3 3AB. Bring printouts if you like marking paper.

Week three — the memo

The ranked leaving patterns, the evidence, and a short list of what we would not touch yet. Hand-over is one hour. After that, the work is yours unless you commission a quarterly watch.

What we need from you

A single owner who can say yes to access. A honest warning if legal cannot share tickets. Time on the calendar for two sittings. If that owner disappears, the engagement pauses; it does not fill the gap with guesses.

Aftercare

Questions about the memo are welcome for ten working days. New product questions become a new scope.

Ask for a diagnostic or read fees first if you need the figure on paper for finance.