Cross-Sell & Retention Monitor · Brief 02
RealEstate — Service-Driven Attrition
This week · complaints 0.7% → 11.5% (16.6×), rate-shopping flat — service, not price
The one line you configure
Which sector's renewals are falling on rising complaints, and is the churn service-driven or price-driven? Trace it across the three books.
In a nutshell
This reads as service-driven attrition, not pricing, in the RealEstate operating-cash book. Complaint rate jumped to 11.5% vs ~0.7% expected (16.6×), Net CASA Flow turned negative, and FD Renewal Rate fell to ~44.6% (below the 60% alarm) — while rate-shopping stayed flat, ruling out yield-chase. The complaints smear across every channel with no single hotspot: a systemic service issue. What broke isn't in this data — it lives in the complaint tickets.
At a glance
Complaints lead, the balance follows
The complaint-rate climb leads the net-flow turn by a week or two — the early warning that a service break is about to become a funding one.
The renewing book — renewed vs walked
renewed 44.6%
Where a healthy sector renews ~72%, this one renewed 44.6% — the 55% that lapsed is where the complaints concentrated.
Why they're leaving
Service is the dominant driver at 62%; the price/yield slice is small — consistent with the flat rate-shopping signal, not a yield story.
Connected signals — what moved, and what didn't
Complaint rate, net flow and renewal all broke band together; rate-shopping stayed flat and no single channel dominates — the signature of a systemic service failure, not a price event.
What the connected view adds
Each book alone looked like an ordinary soft week; only stitching engagement + CASA + FD on the RealEstate / Corporate-Operating slice shows complaints leading the balance run-down — early enough to route the relationships to a retention desk before they go.
So what
Read together, the three books tell one story: complaints spike first (16.6× band), Net CASA Flow turns negative, and FD renewal falls below the 60% alarm to 44.6% — while rate-shopping stays flat. This churn is service-driven, and the flat discriminator plus the all-channel smear rule out price and any single branch. The cause isn't in this data — it lives in the complaint tickets — but the pocket is named and the timing is early.
The points that matter
Lead with the complaint spike, not the balance
Complaint rate hit 11.5% vs ~0.7% expected, leading the funding turn by a week or two.
16.6×complaint rateThe flat signal names it service
Rate-shopping stayed flat while complaints, net flow and renewal all broke band — service-driven, not yield-chase.
flatrate-shoppingRenewal already crossed the alarm
FD renewal fell to 44.6%, below the 60% retention alarm — leaving on the current trend.
44.6%vs 60% alarmOne sector, no channel hotspot
Concentrated in RealEstate operating cash but smeared across every channel — systemic, not a branch or rep.
RealEstateall channelsRecommendation
Route the high-value RealEstate operating-cash relationships to a retention desk before their balances run down, and pull the complaint tickets to find the systemic cause. DataGenie prices out the yield explanation and points you at the sector and the timing; the retention save is your relationship team's call.
Questions it already answers
Is this rate-driven flight or service attrition?
Service — complaints spiked 16.6× and renewal fell below alarm while rate-shopping stayed flat: unhappy customers, not yield-chase.
What can the data not tell us here?
It can't say what broke — that lives in the complaint tickets and CRM. It names the pocket (RealEstate operating cash) and the timing for a human to dig in.
Where should the retention effort go first?
The high-value operating-cash relationships out of band on complaints with net flow turning — route them to a retention desk before renewal lapses.