5/10
Overall retention scoreStrong product and acquisition. The repeat purchase engine is mostly unbuilt, which is exactly where the upside sits.
Executive diagnosis
Northpeak has a strong, focused product range and clear acquisition, with whey protein, creatine, daily greens, vitamins and protein bars, plus a subscribe and save option visible on the product pages. The biggest retention opportunity is not more traffic, it is building the post purchase journey that turns a first protein order into a planned replenishment habit. The main risk is that almost everything after the first sale, the reorder reminders, the winback, the subscription nurture, is currently left to chance, so repeat revenue depends on customers remembering to come back on their own.
What we found on your site
- ✓A focused range built for repeat purchase, including protein, creatine, daily greens, vitamins and bars.
- ✓A subscribe and save option is visible on the product pages, which is a strong foundation for repeat revenue.
- ✓Product reviews are present and prominent, which supports first order confidence.
- ✓A welcome popup captures emails at first visit with a 10 percent offer.
- ✗No sign of a reorder or replenishment reminder, so refills of consumable products rely on memory.
- ✗No winback journey for customers who lapse after one or two orders.
- ✗The welcome popup asks only for an email, not the customer's goal or product interest.
- ✗No SMS capture, leaving a faster, higher engagement channel completely unused.
- ✗Subscriptions are offered, but nothing visibly nurtures one off buyers towards them.
Retention scorecard
Email and SMS Marketing5/10
A welcome popup and basic email are in place, but there is no SMS and the flows beyond the welcome appear thin.
Post Purchase Journey4/10
Little sign of onboarding, education or reorder prompts after the first order, which is where most repeat revenue is won or lost.
Subscription and Replenishment5/10
Subscribe and save exists, but nothing visibly guides one off buyers towards it or reminds them to refill.
Retention Automation4/10
Few automated lifecycle journeys appear to be running, so retention depends on manual sends and customer memory.
Customer Education7/10
Good product detail and reviews help buyers choose, a strong base to build educational onboarding on.
Loyalty and Advocacy5/10
A refer a friend offer is present, but there is no points or tiered programme to reward repeat buyers.
Overall retention score: 5/10 · Strong product and acquisition, but the repeat purchase engine is mostly unbuilt, which is exactly where the upside sits.
The three biggest retention leaks
Leak 1
The first order goes nowhere
A new protein buyer gets little onboarding, so the product stays a one time purchase instead of becoming a routine.
Leak 2
Refills rely on memory
Consumable products like protein and greens run out on a predictable cycle, but with no reorder reminder, refills depend entirely on the customer remembering to come back.
Leak 3
Lapsed buyers are quietly lost
With no winback in place, a customer who drifts after one or two orders is quietly lost rather than brought back into a routine.
Diagnosis
Why this is happeningNorthpeak has invested in product and acquisition, but the lifecycle after the sale has not been built out.
What is driving itThe store relies on customers self organising their repeat orders, with no automated nudges tied to what they bought or when they will run low.
If it is ignoredAcquisition spend keeps buying first orders that mostly do not turn into second and third orders, so growth stays expensive.
Fix firstA product based post purchase flow that onboards the buyer and prompts the first reorder at the right time.
Revenue opportunity
For a brand with consumable, repeat purchase products, the largest untapped revenue usually sits inside the existing customer base rather than in more ads.
Estimated repeat revenue within reach
£52,000 a year
Based on moving first time buyers into a guided replenishment routine and one off buyers onto subscriptions, with no extra ad spend. Your audit calculates this from your own numbers.
Your priority actions
Priority 1
Build a product based post purchase onboarding flow
Separate buyers by what they bought, such as protein, greens or vitamins, and send education and usage tips that get them using the product and coming back.
Priority 2
Add a replenishment reminder
Estimate when each consumable runs low and prompt the reorder at the right moment. For a supplement brand this is usually the single highest impact retention flow.
Priority 3
Launch a winback journey
Re engage customers who lapse after one or two orders, before they forget you, with a genuine reason to return.
Priority 4
Nurture one off buyers onto subscription
Use the subscribe option you already have, with education before signup and timely reminders, to turn repeat buyers into subscribers.
Your 30 day retention plan
Week 1Access connected and your customer journey mapped. The first quick win, the post purchase welcome flow, goes live within 7 days.
Week 2Replenishment reminders launch, timed to when each product runs low.
Week 3The winback journey goes live for customers who have lapsed after one or two orders.
Week 4Subscription nurture begins, and your first monthly report shows what changed and what happens next.
The recommended Nurtra build
For Northpeak, the build is the four priorities above delivered as one done for you system: post purchase onboarding, replenishment reminders, winback and subscription nurture, written in the brand's voice and built inside their own Shopify and Klaviyo.
Recommended for Northpeak
Grow Retention System
Repeat purchase system.
£2,500 / month
The full lifecycle Northpeak is missing: post purchase, replenishment, winback and subscription nurture, built and run for you.
Start with Grow
See all plans
Next steps
This is an example of the diagnosis we send. Yours is built from your real site and your own answers, so it names your products, your flows and your specific gaps. If you would like one for your store, it is free.