A3 report
Anchorpoint Media Group did not renew after their second campaign. Exit interview cited "we never knew where our project actually stood." Second-campaign non-renewal rate is 35% over the last two quarters.
Estimated lost annual value from Anchorpoint: $18,000-22,000 at their prior order cadence.
Driftmark Animation Studio delivers both campaigns on time and within the approved scope. No formal quality complaint was filed on either project.
Anchorpoint Media Group is a mid-size agency client, 3 active brands, previously flagged as a strong candidate for a retainer.
Work passes through four internal handoffs between brief intake and final delivery. Status updates to the client happen only at handoff completion, not during.
- Why did Anchorpoint not renew?
They felt uninformed during the project and assumed the team had gone quiet, even though work was on schedule. - Why did they feel uninformed?
No update was sent between handoffs - the storyboard-to-animation stage alone ran 4 days with no client-facing message. - Why is there no update between handoffs?
Status communication is tied to the project management tool's "stage complete" trigger, not to elapsed time. - Why is it tied only to stage completion?
The workflow was designed around internal production milestones, not around what the client can see. - Why was client visibility not designed in?
Root cause: the handoff process was built to move work between teams efficiently, but was never redesigned once client-facing visibility became a retention factor.
Goal: second-campaign retention above 80% (currently 65%)
Every client receives, without asking:
- A status note at each handoff, not just at completion
- A named point of contact visible throughout the project
- A check-in call within 5 days of delivery
| # | Action | Owner | Deadline | Status |
|---|---|---|---|---|
| 1 | Add a time-based status ping at 48 hours if a handoff has not moved - short automated note plus one line from the producer. | Renata Kovacs | Jul 22, 2026 | In progress |
| 2 | Assign one named point of contact per client project, visible in the kickoff email and every status update. | Oskar Dahl | Jul 25, 2026 | Scheduled |
| 3 | Recovery call with Anchorpoint Media Group: acknowledge the visibility gap, offer a trial retainer month with the new update cadence. | Nadia Farrow | Jul 20, 2026 | Scheduled |