Chapter IV · Clockwork Retention
Plate 07 / 16
Renewal mechanics · first-response cohort
Loyalty is forged in hour one.
Renewal rate rises sharply when first response happens in under one hour
A bar chart showing renewal rates by dispatch latency: under one hour at 83 percent, one to four hours at 71 percent, same day at 58 percent, next day at 42 percent, and two or more days at 29 percent.
Renewal rate by dispatch latency
Steam-ticket cohorts, accounts with first maintenance request
90%
60%
30%
0
83%
under
1 hour
71%
1–4
hours
58%
same
day
42%
next
day
29%
2+ days
adrift
2.9×
renewal lift versus
requests left adrift