The Challenge
A Tier 1 telecom operator required a churn prediction study to identify the primary drivers of customer switching across UK, Australia, India, and UAE. 800 consumers per market, including a 30% churn-at-risk sub-segment.
Our Approach
CAWI survey with churn-risk screener. MaxDiff priority analysis across 18 churn driver attributes. Regression model input data with actual churn behaviour capture. SIDAC bot detection. Verbatim open-end analysis via NLP sentiment model.
Results
3,200 completes. 4 markets. 2-week delivery. MaxDiff importance scores, regression-ready dataset, and NLP sentiment summary delivered.
Client Outcome
Price sensitivity ranked #1 churn driver in India and UAE. Network quality ranked #1 in UK and Australia. Client activated differentiated retention campaigns by market based on findings.
Project Specifications
- Markets Covered: UK, Australia, India, UAE.
- Audience Recruited: Telecom consumers (800 per market, 30% churn-at-risk).
- Methodology: MaxDiff scaling across 18 attributes + regression profiling.
- Anti-Fraud: SIDAC active browser validation and straightline checks.
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