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Churn Suspects Report

The Churn Suspects report offers marketeers a view of subscribers who are potential flight risks. The display includes a High, Medium , Medium-High and Low rankings for those subscribers who may perceive chronic performance issues with their internet experience. This report can help you drive targeted campaigns to help retain subscribers who may be considering other carriers and preserve your revenue.

The data from the charts and the table can be viewed on screen or exported in various formats to your local drive to be consumed offline.

Follow these steps to access this report...

  1. Select the (Promote) icon from the left navigation bar.

  2. Select Churn Suspects from the series of rounded buttons across the top of the page.

The resulting page displays the following three tiles:

Flight Risk: A pie chart ranking your subscribers by upload bandwidth (as a percentage of total bandwidth).

Revenue at Risk: A bar chart showing the quantity of subscribers enrolled in each offered plan.

Churn Suspects: A detailed table with a row for each subscriber showing their Full Name, Account Number, Service Type, Upload Speed, Download Speed and their probability of Flight Risk.

The content of each of these tiles is described in detail in the following sections.

Flight Risk Chart​

In the upper-left tile, the Flight Risk (%) chart shows a ranking of subscribers by probability of flight risk and ranks them Low, Medium , Medium-High and High.

Each segment on the circular chart represents a different ranking and is expressed in a different color. Refer to the legend below the chart to find the significance of each color. Hover your mouse over any colored segment in the circular chart to reveal the details about that ranking.

Export or Print Chart Data​

To export data from this tile to your local hard drive, select the hamburger menu icon near the upper right of the chart, and then choose an appropriate file format from the options displayed in the resulting drop-down list.

The following formats are available for export:

  • SVG: Scalable Vector Graphics, an image file format

  • PNG: Portable Network Graphics, an image file format

  • JPG: Joint Photographic Experts Group, an image file format

  • CSV: A comma-separated, raw text file

  • XLS: Microsoft Excel format

Additional options for alternate views of chart data are also available from the same hamburger menu , and include:

  • View in full screen

  • Print chart

  • View data table

Revenue at Risk​

In the upper right corner, the Revenue At Risk tile shows the total revenue that could be lost if every subscriber ranked as a High potential flight risk discontinued their service.

Churn Suspects Table​

At the bottom of the page, the Churn Suspects table provides the following data for each subscriber:

Column         Description

Full Name         The first and last name of the subscriber.

Account Number     The account number associated with the subscriber.

Service Type       The medium by which this subscriber is serviced.

note

Possible values for this column are: Broadband, Cable, Wireless

Site Name          The name of the chassis that services this subscriber.

Package          The name of the subscription plan to which this customer currently subscribes.

Download Speed (Mbps)      The download speed associated with the subscription rate for this subscriber.

Upload Speed (Mbps)       The upload speed associated with the subscription rate for this subscriber.

Flight Risk       A ranking of this subscriber's probability of flight risk.

note

Values for this column are High, Medium , Medium-High and Low.

info

The Flight Risk indicator uses machine learning algorithms to analyze usage patterns, package speeds, suffer scores, and other similar data points to categorize the risk level of a given subscriber's likelihood to leave for competitive services.

Filter And Sort The Table​

Select Custom Filtering​

Filters of your choosing can be applied to this table. By selecting the button adjacent to the header for columns containing numeric data, upper and lower limits can then be set by dragging the endpoints.

  • Drag the right endpoint of the filter toward the left to set the upper limit.

  • Drag the left endpoint of the filter toward the right to set the lower limit.

For filtering columns containing non-numeric data, a free-form text field appears instead of the above described interface. Simply key in the string you want to use for filtering, then press the Enter key.

Filter With Charts​

Filters can also be applied by using the charts above the table. Select the appropriate variable for the filter you would like to apply. Selecting the variable in the color key below each chart will not apply filters to the table.

Change The Sort Order​

The sort order of the data columns can also be changed. Hover your mouse over the column header to reveal a small arrow pointing upward.

And upwards arrow indicates that the sort order for that column is ascending. Select the arrow to toggle the sort order to descending. The arrow now points downward.

Select the downward pointing arrow icon again to revert the sort order to ascending. The table can only be sorted by one column. Secondary and tertiary sorting is not supported.

Clearing Filters​

To clear all applied filters, select the Clear Filters button at the top right of the table.

Export The Table Data​

Select the blue, rounded Export button just beneath the table title to export the data to CSV format. A common save dialogue will appear so that you can choose where the file will be saved on your local hard drive.