Your retention cohort is shrinking and nobody is signaling why.
You have a group of customers who used to buy monthly and are now buying quarterly. Your CRM flags the drop but gives you nothing to work with. You do not know if it is a life change, a competitor, a product dissatisfaction, or a budget cycle shift. You are sending discount codes into a void.
RadRoot sends a five-question adaptive check-in to customers whose purchase frequency has dropped more than 40% from their historical average. No discount, no urgency — just a genuine ask for their perspective, timed while they can still be retained.
A Shopify - Customer Purchase History export export. One row is one customer account with purchase frequency decline. RadRoot reads the whole row, so every question can name something the person already knows is true.
| Customer ID | Customer Name | Customer Email | First Order Date | Last Order Date | Historical Avg Days Between Orders | Current Days Since Last Order |
|---|---|---|---|---|---|---|
| CUST-8847 | Monica Alvarez | monica.alvarez@pinehaven.example.com | 2024-03-12 | 2026-01-08 | 28 | 89 |
| CUST-9201 | Derek Huang | derek.huang@streamside.example.org | 2024-01-19 | 2025-12-30 | 31 | 78 |
| CUST-7634 | Jennifer Kowalski | jennifer.kowalski@brighton-co.example.net | 2023-11-05 | 2026-01-22 | 26 | 95 |
| CUST-10552 | Alan Briggs | alan.briggs@meridian-tech.example.com | 2024-06-08 | 2026-02-01 | 35 | 76 |
| CUST-8903 | Priya Deshmukh | priya.deshmukh@oakmont.example.org | 2024-02-14 | 2026-01-19 | 29 | 88 |
First 5 of 20 rows, first 7 of 13 columns. RadRoot interviewed the customer on each row, and 7 of 20 answered.
Six options every time, including the ones that reflect badly on whoever sent it. Each question was written after the answer above it landed.
Written for whoever ran the campaign. The respondent never sees it.
Monica is a loyal customer whose frequency drop is purely an inventory problem. She has more than half of her last two shipments unused and feels stuck in an auto-replenish rhythm that outpaces her usage. The product quality is unchanged in her view, and she intends to continue buying once her backlog clears. Slowing or pausing her subscription until she signals readiness will prevent churn and restore satisfaction.
Monica reports no change in how the Lavender Body Butter feels or performs.
Monica has more than half of her last two shipments still unused.
Monica felt stuck receiving product she did not need right away.
Monica has not reordered because she still has product left.
Monica intends to keep buying from Verdant Bloom once she uses up her current supply.
Fifteen minutes, screen to screen. We run your real question through RadRoot while you watch, and you leave with the follow-up it wrote and a price.