Telecom Intelligence

Churn & Retention

Churn rates, at-risk segments and retention programme effectiveness.

Governance & lineageFormula, sources, rules and models behind:Monthly churn Revenue at risk (churn)

Executive summary

Churn rose for the fourth consecutive month, concentrated in high-value urban prepaid following competitor promotions. Save rates are improving but not offsetting volume.

Key indicators

Monthly churn

2.9%

+0.2ppvs prior month

Drill down

Voluntary churn

1.9%

+0.3ppvs prior month

Drill down

Involuntary churn

0ppvs prior month

High-value at risk

48k

+15%vs stored prior

Drill down

Retention rate

97.1%

-0.3ppvs prior month

Drill down

Save rate

34%

+4ppvs prior month

Customer lifetime value

USD 118

-2.1%vs stored prior

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Revenue at risk (churn)

USD 6.8M

+12%vs stored prior

Drill down

Issues requiring attention

High-value urban prepaid churn up 0.5pp in 30 days

high priority

USD 6.8M revenue at risk (annualised scope not independently confirmed)

Owner: Head of Retention

Drill down

Competitor 2x data offer

high priority

Urban port-outs +22% vs 30-day average.

Owner: Head of Retention

Drill down

Congestion-driven churn

medium priority

Top churn cells overlap with congested sites.

Owner: CTO

Drill down

Performance analysis

Monthly churn (%)

Monthly actuals, Apr–Sep

Churn reasons (%)

Source unavailable — this breakdown has no stored record.

Actual vs prior and target

Current period, KPIs measured in %

Prior periodActual

Monthly churn trend

Monthly churn by month, Apr–Sep (%)

AI Advisory

Prioritise capacity in top-20 churn cells
Targeted retention bundle for at-risk high-value users

Value realization

Metric / outcome	Value type	Baseline → target KPI	Expected	Actual	Variance	Realization	Status
High-value churn reduction FY2026 H2 · Head of Retention	Revenue protected	3.2 → 2.6 KPI for: High-value churn reduction	USD 2.1MConditional projection · Method unavailable	USD 780kLegacy recorded amount — excluded from current reporting	Not verified	Not verified	At risk

Metric / outcome

Value type

Baseline → target KPI

Expected

Actual

Variance

Realization

Status

High-value churn reduction

FY2026 H2 · Head of Retention

Revenue protected

3.2 → 2.6

KPI for: High-value churn reduction

USD 2.1MConditional projection · Method unavailable

USD 780kLegacy recorded amount — excluded from current reporting

Not verified

At risk

Evidence

48k high-value subscribers scored above 60% churn propensity.
Source: CRM (illustrative model output)

Methodology

Segment churners by value, region and tenure
Correlate churn with network and competitor signals
Score base for churn propensity