Customer Support · Week 22, 2026

A solid week. Median response down 22%.

898 tickets resolved across the week, with median first-response time tracking 22% better than W21. Two systemic flags require engineering attention.

All systems green · Last sync 1 minute ago · Owner: Lisa
Today at a glance
Friday, 29 May
Inbound today
101
+12% vs Thu · +18% vs 7d avg
Normal Friday volume. Spike at 11am tied to rebill batch.
Resolved
115
+15%
Median response
1.3 h
−22% WoW
CSAT (7d)
4.6 ★
+0.2 vs last week
Trend

This week vs the last four

Volume up, response time down, satisfaction holding. Nothing alarming.

Tickets / week
898 +6%
W18W19W20W21W22
Median first response (h)
1.3 −22%
W18W19W20W21W22
CSAT average
4.6 ★ +0.2
W18W19W20W21W22
Story of the week

What we learned

Race-condition rebills, again.

Three customers this week were charged after self-cancelling, because the cancel landed inside Skio's billing engine polling cycle. Kayla Barone, Umit Baykur, Samantha Oldfield. Same pattern. Each refunded same-day.

Worth a Skio engineering ticket. The window is small (under an hour) but it's repeating and costs us trust.

Ida Jogic's interval silently changed.

Her sub flipped from 90-day to 30-day between April and May renewals. She didn't request it. We fixed it and refunded. Need to audit if other subs are affected.

Top themes this week

Rebill dispute
47
Cancellation help
38
Delivery / shipping
22
Flavour swap
18
Product quality
14
Bottle issue
9
Refund request
7
Subscription health

Cohort retention

11,301 currently active subs across 17 cohorts. M1 retention averaging 89.6%, M12 trending 27%.

CohortSizeM0M1M2M3M6M9M12
Jan 202540798%91%74%65%49%39%33%
Apr 202525498%87%63%54%39%30%25%
Aug 20251,19597%87%70%60%45%33%—
Oct 20251,19897%93%69%57%39%——
Nov 20251,70498%91%59%47%31%——
Dec 20251,02797%88%68%55%———
Avg M1 retention
89.6%
Sub AOV (net)
$59.92
12-mo LTV
$351 −15%
Hyro CS Dashboard · v2 · Editorial Methodology · Source data · Export
WIREFRAME NOTE: This is the "Weekly" landing page. Reads like a Stripe Atlas report. Every metric has comparison context. Cohort retention gets the proper attention it deserves (currently hidden below the fold). Active triage queue lives on a separate "Triage" page that uses Concept A's layout. Hybrid recommended.