retention message

Status: ready — not yet trained.

Traits

Value Reaffirmation

References specific value the customer has received or would lose ↔ Generic "we'd hate to lose you" with no concrete value anchor

Whether the message reminds the customer of specific value they've received or would lose — usage data, outcomes achieved, unique capabilities — versus generic claims like "we'd hate to see you go" with no concrete anchor to their experience.

Ownership of Failure

Acknowledges the specific disappointment or broken expectation ↔ Ignores the reason for leaving or deflects generically

Whether the message acknowledges what went wrong from the customer's perspective — the specific disappointment, gap, or broken expectation — versus ignoring the reason they're leaving or deflecting with "we're always improving."

Commitment Specificity

Names a specific action, owner, or timeline ↔ Vague promises with no concrete commitment

Whether the message makes a concrete commitment — a specific fix shipping, a named person following up, a timeline for resolution — versus vague promises like "we're working on it" or "your feedback is important to us."

Dignity Preservation

Respects autonomy and offers a dignified path regardless of decision ↔ Guilt-trips, manipulates, or creates friction to leave

Whether the message respects the customer's autonomy — acknowledging their right to leave, making it easy, offering a genuine off-ramp — versus guilt-tripping, emotional manipulation, creating friction to cancel, or desperate begging.

Offer Relevance

Incentive addresses the specific reason for churn ↔ Generic discount or freebie unrelated to the problem

Whether any incentive or offer is tailored to the customer's actual situation — addressing the specific pain point that's driving churn — versus a generic discount or freebie disconnected from why they're leaving.

About

Scores the quality of a retention message.

What it measures

Whether a retention message genuinely rebuilds trust and earns a second chance. The model rewards messages that reaffirm specific value the customer has received, own the failure that's driving them away, make concrete commitments (not "we're working on it"), respect the customer's autonomy to leave without guilt-tripping, and tailor any incentive to the actual pain point rather than throwing a generic coupon at the problem.

Feed the full retention message (email, in-app modal copy, or cancellation-flow response) as input text.

Limitations

• Optimized for B2B/B2C retention outreach in English. Win-back campaigns sent months after churn may fit less well than in-the-moment save attempts.
• Does not evaluate whether the offer is financially sound or whether the commitment is realistic — only whether the communication quality is present.
• Messages that are legitimately just a farewell (no save attempt) will score low; that's by design.

Pairs well with

• u22a8.customer-support-response — the support interaction that may have preceded the churn signal
• u22a8.crisis-comms — when the retention issue stems from a broader incident

Docs

• Tiers — categorical labels (Strong, Solid, Developing, Weak) assigned per trait
• Breaks — the per-trait trained boundaries between tiers