How can MNOs automatically predict and prevent churn?
Moving Beyond NPS
Customer experience automating mobile network churn prediction
Customer Experience Management (CEM) has become a must-have for MNOs and MVNOs, assessing customer satisfaction by calculating the Net Promoter Score (NPS) from customer survey responses. This white paper proposes a new approach, using key quality indicators that characterize the real-life subscriber experience on the network, cross-correlated with NPS, driving automated prediction of churn and promising to convert Detractors into Promoters.