Retention Package
For products where support friction or churn is growing: a review of the experience your existing users are having, without an ongoing retainer.
Some founders reach a stage where hiring a full-time conversion optimisation consultant or a conversion rate optimisation consultancy starts to look reasonable. Before that step, it is worth getting a single, focused review of what is actually driving support tickets, churn or stalled growth.
The Growth Review — the Retention Review on our pricing table — is a $349, fixed-scope review of your support experience, built for founders acting as their own conversion optimisation specialist and looking for a second opinion.
Your Situation
The product has real, paying users. It is not a launch problem anymore — it is a wear problem. Support tickets are trending up, a noticeable share of users churn within the first few months, or growth that used to feel steady has flattened even though nothing obviously changed.
At this stage the friction is rarely in one visible place. It is spread across support interactions, in-product messaging, and the small accumulated gap between what the product promises on the way in and what it actually delivers once someone has been using it for a while.
Scope
Some founders reach for an ongoing consultant at this stage. This is the lighter-weight first step.
What's Reviewed
Support experience
How well your support flow — chat, help docs, contact paths — actually serves users.
Support and chatbot scorecard
A structured score of what is working and what is adding friction.
Retention-relevant messaging
Whether in-product and account messaging reduces or increases churn risk.
B2B conversion rate optimisation considerations
Where relevant, how longer B2B consideration cycles change what to prioritize.
Growth blockers
Friction that is quietly capping growth even though the product is technically working.
Example Findings
Hypothetical examples, for illustration only — not findings from a real client review.
Example
Support tickets repeatedly ask a question the product's own help documentation already answers clearly.
Example
A churned-user survey shows 'did not get enough value' as the top reason, but usage data shows those same users only tried one of several core features.
Deliverables
A written breakdown of what was reviewed, organized by priority rather than a flat list of observations.
Length scales with the review — see the package pages for specifics.
A screen-recorded walkthrough of your product in the reviewer's own words, so tone and context are not lost in a document alone.
Roughly 20 minutes, watch at your own pace.
A clear next-steps list detailed enough to hand to a developer or designer, or work through yourself.
Ordered by visitor impact, not by ease of implementation.
Fit
Your product is live and used, but support tickets, churn or stalled growth suggest friction that is not visible from the outside.
Process
Same five-step process as every review — {{link:/process/|see the Process page}} — scoped to a 5 business day turnaround.
Pick the package that matches your stage.
No meeting required — just the context needed to review your product.
A personal, founder-led review against the areas listed above.
A written report and a personal video walkthrough, delivered within the timeframe for your package.
Hand the report to a developer or designer, or work through it yourself.
FAQ
No. It is a single, fixed-scope review, not a retainer or conversion rate optimisation consultancy engagement — see the comparison above.
Yes, including B2B conversion rate optimisation considerations like longer sales cycles and multiple stakeholders.
A structured breakdown of how your support channels perform against the things that most affect retention.
Yes. Growth Review is how this package is described here; Retention Review is its name on the homepage pricing table.
The Post-Launch Review may be the better fit — see the package comparison for guidance.
The conversion review focuses on the path to signup. This package looks at the experience of users who are already signed up and active — support, retention and in-product messaging specifically.
Ready when you are
Choose a review and see exactly what to fix first.
Review retention