A subscriptiоn cоmpаny nоticed а surprising pаttern in its retention data. Group Customer 12-Month Retention (%) 1: Never flagged 1-6 58, 62, 71, 65, 60, 68 (avg 64%) 2: Flagged + retention offer 1-6 75, 82, 71, 80, 77, 84 (avg 78%) If a company saw this surprising quantitative gap FIRST, then designed follow-up interview questions specifically to explain it, this is an example of: