Customers don't announce when they're about to stop calling. They just go quiet. Churn analysis shows you who has already left and why — and a prediction model scores your active customers by risk so your team can reach out before the relationship is gone.
Talk to Our TeamAcquiring a new customer costs significantly more than retaining an existing one. But most home services businesses put nearly all of their marketing budget into acquisition — mailers, Google Ads, lead services — while doing almost nothing to keep the customers they've already earned.
The reason is simple: churn is invisible until it's happened. A customer who called every spring for three years and then suddenly stopped isn't on anyone's radar. They're not complaining. They're just gone. And by the time you notice, they've already called someone else twice.
Churn analysis makes the invisible visible. We identify which of your past customers have gone quiet, how long ago, and what they shared in common — job type, location, how they were acquired, whether they had any issues on record. From that pattern, we build a prediction model that scores your active customers by churn risk.
With a list of at-risk customers and a clear picture of what drives churn in your business, you can deploy targeted re-engagement outreach — a postcard, a phone call, a seasonal check-in — before those customers find someone new.
"31% of customers who booked a first job in 2022 never called again. Among those who did return, the median gap was 14 months. Customers acquired through Google were 2.3× more likely to return than those from lead-gen services. Customers with no follow-up contact in the 90 days after their job have an 18% higher churn rate."
Add a 90-day follow-up touchpoint to every first-time customer — a simple check-in call or a review request. Mail a seasonal offer to the 78 customers flagged as high-risk who haven't called in 18+ months. Cut your spend on the lead-gen platform that's producing low-retention customers.
We analyze who has left, why, and who is at risk — and give you the tools to act on it.
What percentage of customers who booked a job in a given year came back the following year? Most owners are surprised by the answer. We measure churn by segment, by acquisition channel, and by job type so you see where it's worst.
What do customers who churn have in common — before they leave? We identify the behavioral signals that predict churn: long gaps between contacts, certain job types, specific acquisition channels, or no follow-up after the first job.
How long after their last job does the average customer go quiet? When is the window when re-engagement is most effective? Knowing your churn timeline lets you time outreach campaigns to catch customers before the relationship fades.
A scored list of active customers ranked by churn probability — so your team knows exactly who to prioritize for a call, a seasonal offer, or a direct mail piece. Not a hunch — a data-backed priority list.
Which lead sources produce customers who come back? Which produce one-and-done? We measure retention rate by channel — often revealing that a high-volume lead source is producing cheap first jobs and expensive churn.
Specific, timed outreach recommendations for each at-risk tier — what to say, when to reach out, and through which channel — so your team has a playbook rather than a list of names and no direction.
A comprehensive breakdown of what percentage of customers churned from each segment and each acquisition channel — your baseline for understanding where retention is breaking down.
The behavioral signals and customer characteristics most predictive of churn in your business — documented clearly so you can build processes around catching them early.
A prioritized list of active customers scored by churn probability — with names, contact info, last job date, and risk tier — ready for your team to act on immediately.
A breakdown of when churn typically happens — how many months after a customer's last job, and what the re-engagement window looks like before the relationship is effectively gone.
Specific outreach recommendations for each at-risk tier — timing, channel (call, mail, email), and messaging approach — so your team has a clear playbook, not just a list.
A complete written report and a live walkthrough with our team — so you leave with a clear understanding of your churn problem and a concrete plan to start addressing it.
Churn analysis is most effective when you already know which segments are worth retaining — customer segmentation and profitability analysis provide that foundation.
Tell us what data you have and we'll show you what's possible.
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