## The Problem
Elena and David built StatsFlow to help e-commerce brands track their metrics. They had 180 customers and a Net Promoter Score of 28 — which meant most customers were neutral or unhappy, but nobody was complaining loudly.
"We were focused on shipping features. But our churn was creeping up. We had no idea our customers were struggling."
## The Solution
StatsFlow integrated PulseCheck to monitor customer health scores across their entire base. Within weeks, they identified a pattern: customers who used fewer than 3 features per week were 4x more likely to churn.
"We created an automated onboarding sequence triggered by low health scores. For the first time, we were reaching customers before they gave up."
The team also started running monthly health reviews using PulseCheck's digest feature. "We allocated 2 hours every Friday morning to customer outreach. It became our most valuable meeting."
## The Results
- **NPS jumped from 28 to 71** over six months - **Monthly churn dropped from 8% to 3.5%** - **Customer satisfaction scores up 52%** based on post-interaction surveys
"PulseCheck gave us something we never had before: time to act. We're not reacting to cancellations anymore — we're preventing them."
Today, StatsFlow's customer success process runs almost entirely on the health score system.