{
  "$schema": "./question-pack-v3.schema.json",
  "format": "math-drill-question-pack",
  "schemaVersion": 3,
  "kind": "case_practice",
  "id": "customer-retention-questioning",
  "packVersion": "1.0",
  "title": "Customer Retention Questioning",
  "description": "An original questioning exercise with a deterministic authored rubric.",
  "publisher": "Example Publisher",
  "license": "CC BY 4.0",
  "questioningPrompts": [
    {
      "id": "subscription_churn_questions",
      "title": "Northline Software Churn",
      "industry": "B2B software",
      "situation": "Northline Software has seen monthly customer churn rise from 2% to 5% in six months, with the largest increase among smaller customers.",
      "objective": "Ask diagnostic questions that identify where and why customer churn increased.",
      "language": "en",
      "mode": "diagnostic",
      "minimumQuestions": 3,
      "maximumQuestions": 8,
      "concepts": [
        { "id": "segment", "label": "Segments", "aliases": ["segment", "segments", "customer size", "cohort", "plan"] },
        { "id": "timing", "label": "Timing", "aliases": ["timing", "month", "months", "trend", "begin", "start"] },
        { "id": "usage", "label": "Product usage", "aliases": ["usage", "adoption", "feature", "features", "engagement"] },
        { "id": "price", "label": "Pricing", "aliases": ["price", "pricing", "fee", "fees", "contract"] },
        { "id": "service", "label": "Customer service", "aliases": ["support", "onboarding", "service", "success team", "response time"] }
      ],
      "intents": [
        {
          "id": "churn_pattern",
          "label": "Churn pattern",
          "feedback": "Locate the increase by customer segment and time period.",
          "priority": true,
          "weight": 30,
          "requiredConceptGroups": [["segment"], ["timing"]],
          "referenceQuestions": ["When did churn begin to rise, and which customer segments account for the increase?"]
        },
        {
          "id": "product_value",
          "label": "Product value and usage",
          "feedback": "Compare adoption and engagement between retained and lost customers.",
          "priority": true,
          "weight": 25,
          "requiredConceptGroups": [["usage"]],
          "referenceQuestions": ["How do product usage and feature adoption differ for retained and churned customers?"]
        },
        {
          "id": "pricing",
          "label": "Pricing and contracts",
          "feedback": "Test whether price, packaging, or contract changes affected churn.",
          "priority": true,
          "weight": 25,
          "requiredConceptGroups": [["price"]],
          "referenceQuestions": ["Did pricing, packaging, or contract terms change before churn increased?"]
        },
        {
          "id": "customer_success",
          "label": "Onboarding and support",
          "feedback": "Investigate onboarding quality and customer-support performance.",
          "priority": false,
          "weight": 20,
          "requiredConceptGroups": [["service"]],
          "referenceQuestions": ["Did onboarding, support response time, or customer-success coverage deteriorate?"]
        }
      ]
    }
  ]
}