Churn diagnostic
A three-week reading of one membership’s leavers — billing cycle, sample of exit conversations, and a written brief the welcome desk can use.
George Town · membership apps · leavers
Members do not vanish in a chart. They stop opening the door.
We practise churn analytics for consumer membership apps: the first unpaid week, the silent trial, the renewal that never returns. You leave with named reasons and a written brief for the people who still greet members.
“The cohort said week two was the cliff. The exit calls said the welcome sequence promised a coach who never appeared.”
What you can actually commission
We do not sell a login. You hire us to sit with a billing cycle, a list of leavers, and the people who still answer the phone. The work below is how that usually arrives.
Read the brief
Exit conversation design
We write the questions, the pauses, and the closing line for calls with people who already left, then sit in on the first round.
Operator briefing
A half-day with the people who own renewal, welcome, and support, reading one cohort together until the disagreement is named.
A week in the numbers is not the same as a week with leavers
Service Studio works from Level 7 in George Town with operators who run memberships inside apps: fitness packs, tuition clubs, grocery lists that bill monthly, reading rooms, delivery passes. Churn analytics here means reconstructing a billing cycle, then speaking with people who did not renew. We write in ordinary language so a support desk and a founder can argue about the same facts.
If your members go quiet after a free week, after a price change, or after a festival pause, the first engagement is usually a churn diagnostic. Clinic days exist for teams who already have extracts and want a shared reading, not a document that lives in a drawer.
What operators told us afterwards
We already knew the trial-to-paid drop. What we did not have was a sentence we could read to the welcome team without blaming them. The diagnostic gave us that sentence, and a list of twelve leavers who had said the same thing in different words.
I was uneasy about handing over billing extracts. They used only the fields we agreed, and they sat in the room while we redacted names. The findings still stung, which I needed.