---
skill: executive-summary
title: Executive Summary
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."
source: generated by claude-sonnet-4-6
---

# Customer Retention Recovery — Q2 Update
**Executive Summary**
*Prepared for: Leadership Team | Q2 Close*

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**Bottom line up front:**
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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**Background:**
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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**Key findings:**
- **Retention fell 6 points** to 76% — the primary driver was the new onboarding flow, not churn fundamentals
- **Mobile users were disproportionately affected**, indicating a gap in mobile QA or pre-launch testing
- **The Week 10 patch recovered 4 of 6 lost points** (80%), confirming the diagnosis was correct — but the fix was partial
- **2 points of retention remain unrecovered**, representing ongoing revenue and growth risk if left unaddressed

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**Options considered:**

| Option | Benefit | Risk | Recommendation |
|---|---|---|---|
| Full mobile onboarding rework | Closes remaining gap; prevents recurrence | Requires Q3 resource allocation | **Recommended** |
| Incremental patches only | Lower cost; faster to ship | Likely to leave structural issue unresolved | Not recommended |
| No action | None | Further erosion if mobile UX issues compound | Not recommended |

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**Recommendation:**
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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**Immediate next steps:**
- **Product lead** to scope mobile onboarding rework — by end of Week 1, Q3
- **QA lead** to implement mobile-specific pre-launch testing protocol — before next onboarding release
- **Analytics** to instrument onboarding funnel for mobile vs. desktop tracking — ongoing

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**Risks of inaction:**
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.

**Full detail:** Available on request from the Product team.
