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RETENTION BOARD PACK SYSTEM: ALL SECTORS
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Behavioural driverMoment label DepartmentImpact
(1 low, 5 high)		Prevalence
(1 low, 5 high)		Combined score (auto)
Notes - 80% percentile
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“I don’t feel the value fast enough”Onboarding step confusionProduct122
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“I don’t feel the value fast enough”Feature overload on first useProduct4416
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“I don’t feel the value fast enough”Missing early “aha moment”Product5210
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“I don’t feel the value fast enough”Slow first-time setupProduct515
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“I don’t feel the value fast enough”Broken first-run flowProduct224
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“I don’t feel the value fast enough”Early navigation frictionProduct4312
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“I don’t feel the value fast enough”No instant value demonstrationProduct5210
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“I don’t feel the value fast enough”Poor relevance (personalisation) onboardingProduct5525
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“I don’t feel the value fast enough”Hidden core featureProduct236
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“I don’t feel the value fast enough”First-session downtime or lagProduct5210
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“I don’t feel the value fast enough”Premature paywall before valueProduct5315
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“I don’t feel the value fast enough”Onboarding content too longProduct5525
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“I don’t feel the value fast enough”High cognitive load on signupProduct5525
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“I don’t feel the value fast enough”Cognitive load spikes during onboardingProduct5525
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“I don’t feel the value fast enough”Low perceived immediate valueProduct224
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“I don’t feel the value fast enough”Low feature discoveryProduct111
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“I don’t feel the value fast enough”Generic Day-1 welcome emailCRM/Lifecycle3515
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“I don’t feel the value fast enough”Missing post-purchase success sequenceCRM/Lifecycle3515
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“I don’t feel the value fast enough”Weak/no usage prompt in first 24-48 hoursCRM/Lifecycle5525
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“I don’t feel the value fast enough”No activation reminderCRM/Lifecycle212
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“I don’t feel the value fast enough”Low-value/unclear educational contentCRM/Lifecycle339
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“I don’t feel the value fast enough”Wrong channel for first-touch communicationCRM/Lifecycle5525
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“I don’t feel the value fast enough”Activation email sent delayed/sent at wrong timeCRM/Lifecycle339
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“I don’t feel the value fast enough”Low engagement in onboarding program CRM/Lifecycle5420
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“I don’t feel the value fast enough”Weak progress reinforcementCRM/Lifecycle4416
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“I don’t feel the value fast enough”No milestone messagingCRM/Lifecycle326
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“I don’t feel the value fast enough”Too much copy → low clarityCRM/Lifecycle3412
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“I don’t feel the value fast enough”No “here’s what to do next” promptCRM/Lifecycle339
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“I don’t feel the value fast enough”Poor sequencing of onboarding nudges (e.g. big gaps in cadence) CRM/Lifecycle4416
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“I don’t feel the value fast enough”Missing usage/habit triggered messagesCRM/Lifecycle5420
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“I don’t feel the value fast enough”Lack of competence-building cuesCRM/Lifecycle339
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“I don’t feel the value fast enough”No emotional reward earlyCRM/Lifecycle2510
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“I don’t feel the value fast enough”Service delay/access delay during first experienceService + Billing0
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“I don’t feel the value fast enough”Early billing confusion or unclear plan detailsService + Billing0
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“I don’t feel the value fast enough”Support not available during activation windowService + Billing0
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“I don’t feel the value fast enough”Slow resolution to Day-1 issuesService + Billing0
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“I don’t feel the value fast enough”Account setup failures needing manual supportService + Billing0
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“I don’t feel the value fast enough”Early technical glitches requiring service interactionService + Billing0
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“I’m paying for something I don’t use”Poor in-app recommendationsProduct0
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“I’m paying for something I don’t use”Friction on return visitProduct0
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“I’m paying for something I don’t use”Long gaps between content relevancyProduct0
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“I’m paying for something I don’t use”Stale library or static experienceProduct0
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“I’m paying for something I don’t use”Difficulty resuming last sessionProduct0
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“I’m paying for something I don’t use”No streaks or progress trackingProduct0
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“I’m paying for something I don’t use”No detection of stalled usageProduct0
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“I’m paying for something I don’t use”Feature complexity blocks return useProduct0
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“I’m paying for something I don’t use”Lack of personalisation based on previous actionsProduct0
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“I’m paying for something I don’t use”Poor cross-device continuationProduct0
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“I’m paying for something I don’t use”No pause or downgrade paths visibleProduct0
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“I’m paying for something I don’t use”Decision fatigue (too many decisions required) Product0
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“I’m paying for something I don’t use”Shift from premium to basic featuresProduct0
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“I’m paying for something I don’t use”Reduced feature exploration behaviourProduct0
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“I’m paying for something I don’t use”Using only legacy features (resistance to new offerings)Product0
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“I’m paying for something I don’t use”No dynamic content surfacingProduct0
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“I’m paying for something I don’t use”No lapsing reactivation programCRM/Lifecycle0
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“I’m paying for something I don’t use”Weak “come back” messaging / personalisationCRM/Lifecycle0
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“I’m paying for something I don’t use”Wrong tone when usage dropsCRM/Lifecycle0
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“I’m paying for something I don’t use”No “continue where you left off” promptCRM/Lifecycle0
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“I’m paying for something I don’t use”Irrelevant mid-cycle communicationsCRM/Lifecycle0
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“I’m paying for something I don’t use”Too many low-value messagesCRM/Lifecycle0
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“I’m paying for something I don’t use”No habit reinforcement contentCRM/Lifecycle0
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“I’m paying for something I don’t use”Missing contextual usage remindersCRM/Lifecycle0
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“I’m paying for something I don’t use”Value ambiguity during mid-cycleCRM/Lifecycle0
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“I’m paying for something I don’t use”Billing reminders highlight lack of usageService + Billing0
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“I’m paying for something I don’t use”Digital support poorService + Billing0
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“I’m paying for something I don’t use”Long support wait times Service + Billing0
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“I’m paying for something I don’t use”
Support interactions require customer to adopt to business process
Service + Billing0
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“I’m paying for something I don’t use”Slow support resolution Service + Billing0
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“I’m paying for something I don’t use”Mid-cycle outages or access issuesService + Billing0
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“The novelty has worn off”Static content experienceProduct0
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“The novelty has worn off”Repetitive product flowsProduct0
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“The novelty has worn off”Lack of content discoveryProduct0
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“The novelty has worn off”Predictable UX patternsProduct0
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“The novelty has worn off”No surprise or delight momentsProduct0
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“The novelty has worn off”Recommendations feel staleProduct0
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“The novelty has worn off”No seasonal or cadence refreshProduct0
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“The novelty has worn off”Repetitive tasks without variationProduct0
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“The novelty has worn off”Lack of adaptive personalisationProduct0
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“The novelty has worn off”Insufficient challenge or escalationProduct0
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“The novelty has worn off”Slow introduction of new featuresProduct0
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“The novelty has worn off”Poor visual/content variety/recommendationsProduct0
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“The novelty has worn off”No sense of progressionProduct0
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“The novelty has worn off”Choice paralysisProduct0
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“The novelty has worn off”No cancel flow loss aversionProduct0
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“The novelty has worn off”Reduced purchase/transaction frequency/volume/amountProduct0
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“The novelty has worn off”Decreased usage time / frequency / shortened session durationsProduct0
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“The novelty has worn off”Reduction in key feature usageProduct0
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“The novelty has worn off”Shift to purchasing only discounted itemsProduct0
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“The novelty has worn off”Decreased cross-category purchasesProduct0
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“The novelty has worn off”Fewer interactions with new features/contentProduct0
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“The novelty has worn off”Lower order varietyProduct0
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“The novelty has worn off”Abandoning saved items/wishlistsProduct0
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“The novelty has worn off”Removal of the app from the mobile deviceProduct0
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“The novelty has worn off”Decreased customisation of product/serviceProduct0
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“The novelty has worn off”Reduced interaction with personalised recommendationsProduct0
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“The novelty has worn off”Repetitive CRM marketing content themesCRM/Lifecycle0
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“The novelty has worn off”No new angles on contentCRM/Lifecycle0
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“The novelty has worn off”Frequency too predictableCRM/Lifecycle0